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Can I change the "How can we help you?" text in the Web Widget?

Nara S.
  • Edited
Zendesk Team Member

Question

Can I change the How can we help you? text in the Web Widget?

Screenshot_2020-11-19_at_18.02.00.png

Answer

The How can we help you? in the Web Widget can't be edited. However, if your Support account is on the Professional plan with the Productivity Pack add-on or on Enterprise plan, you can use multiple ticket forms to change the text in the Description field.

To change the text

  1. Enable the Ticket forms component in your Web Widget (see: Configurable Web Widget components).
  2. Under Admin > Manage > Ticket Fields, open Description and edit Title shown to end users.

If you want to customize the search placeholder text How can we help?, see the section: Customizing the Help Center search placeholder text.

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10 Comments

  • Larry Click

    This isn't adequate for me. If you use multiple forms, the text above the form selection is "Please select your issue" which is not what we want.  Is there any way to change that?

    0
  • Shayne Traqueña
    Zendesk Customer Advocate

    Hi Larry! Thank you for reaching out. Using the Zendesk API, you can replace the text in the contact form that prompts the end-user to select a ticket form when more than one form is available.

    You can check this link to get that done: https://developer.zendesk.com/embeddables/docs/widget/settings#selectticketform

    Thank you!

    Shayne Traqueña | Associate Customer Advocate | 

    0
  • Maarten Wildeman

    Hi Shayne,

     

    Thanks for the answer. 
    I cant get it done. I am inserting the options after the widget but the changes wont show up.

    I have to put the code after the default widget text right?

    What would be the complete code to insert when i want to change the text "Please select your issue" to "Kies hier jouw categorie" ?

    Cheers,

    Maarten

    0
  • Erik Lynch
    Zendesk Customer Advocate

    Hi Maarten,

    For widget settings like the one Shayne had linked above, that will need to be placed before your widget script for it to take effect. This is mentioned in our Widget API Introduction page, under the Settings header. 

    Based on the example you gave, here's what that code would look like, prior to your widget script:

    <script type="text/javascript">  
      window.zESettings = {
        webWidget: {      
          contactForm    : {            
            selectTicketForm    : {              
              '*': 'Kies hier jouw categorie:'            
            }          
          }        
        }      
      };    </script>

    Hopefully that helps!

    0
  • Maarten Wildeman

    Hi Eric,

     

    Thanks you, much appreciated!

    Where do i place it exactly?

    The default code is like this:

    <!-- Start of xxx Zendesk Widget script -->
    <script id="ze-snippet" src="https://static.zdassets.com/ekr/snippet.js?key=xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx"> </script>
    <!-- End of xxx Zendesk Widget script -->

     

    0
  • Erik Lynch
    Zendesk Customer Advocate

    Hi Maarten,

    You're welcome! Using that code as an example, here's what the combined code would look like:

    <script type="text/javascript">  
      window.zESettings = {
        webWidget: {      
          contactForm    : {            
            selectTicketForm    : {              
              '*': 'Kies hier jouw categorie:'            
            }          
          }        
        }      
      };    </script>
    <!-- Start of xxx Zendesk Widget script -->
    <script id="ze-snippet" src="https://static.zdassets.com/ekr/snippet.js?key=xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx"> </script>
    <!-- End of xxx Zendesk Widget script -->

    This way, the site first reads the setting you customize with the script, then loads the widget right after. If these were reversed and the widget were to be loaded first, it wouldn't have that setting update included.

    Hopefully that helps clarify things!

    0
  • Maarten Wildeman

    Hi Eric,

    Thank you so much! Happy that this works :).

    We also have the widget in the Help Center but there the settings are not changed. I have changed them in the Widget settings in Zendesk but it is not changing at all.

    Doing anything wrong?

     

    Cheers and have a nice day,

    Maarten

    0
  • Erik Lynch
    Zendesk Customer Advocate

    Hi Maarten,

    You're welcome! I'm glad that worked for you.

    As for the widget in your help center, what steps did you take to change the widget settings? For that, you'll want to follow the steps in this article regarding customizing the widget with API code in your help center. That describes where you can add the code we'd discussed above so that it can apply in your help center as well. 

    Hopefully that helps clarify the necessary steps! 

    0
  • Maarten Wildeman

    Hi Erik,

     

    That fixed it, thanks for your quick support!

    Much appreciated.

    Cheers, Maarten

    0
  • Erik Lynch
    Zendesk Customer Advocate

    Hi Maarten,

    You're very welcome! I'm happy that fixed it for you :)

    Cheers.

    0

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