Adding Web Widget (Classic) to your website or help center

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  • Kate Ambash

    we have multiple help centers and I'm trying to turn on the web widget for one. When I got to Channels > Widget, it only seems possible for one of my brands. How can I get the correct one to show?

  • DJ Buenavista Jr.
    Zendesk Customer Care

    Hi Kate,

    Thank you for reaching out to Zendesk Support.

    In regards to your concern, you can enable the web widget for one of your Brands from the Support page, go to Admin > under Channels, click on Widget. You will be able to see the list of your brands here, and you need to select the brand that you wanted to enable. Please see this screenshot:

    Please don't hesitate to reach back if you have any other concerns or issues. Thank you and have a wonderful day ahead!

    Kind regards,

    DJ Buenavista Jr.

  • Joyce Yang

    I've enabled "Add to Help Center" in Support and can see the widget in my help center. However, I don't see the widget script in document_head.hbsdocument_head.hbs like this article says. Has it been moved somewhere else?

  • Jeremy Gregory

    Racking my brain (and banging my head on the desk). I cannot find a solution to this issue.

    I have the Web Widget installed on our site, but I want to have a welcome message, instead of just a search for articles. The only way I can see to do this is prepopulate the search terms to display "Top results". I'm only going to have one result for the welcome message, because I added a label.

    Question... Is there ANY WAY to automatically have the written article populated when they initialize the Help Widget?

  • Cheeny Aban
    Zendesk Customer Care

    Hi Jeremy,

    Are you pertaining to something similar to a proactive chat message? If yes, that can be achieved by using the Flowbuilder. Flow Builder allows you to create custom conversation flows for automating web and mobile messaging interactions with your customers, giving them the opportunity to self-serve their support issues before connecting with agents. You can check more information here: Using Flow Builder to automate conversations


  • Joyce Yang

    Hi @...

    Could you shed some lights on this question I raised three months ago?

    After enabling the widget via "Add to Help Center" in Support don't see the widget script in document_head.hbs like this article used to say (This mention has been removed since but no answer was given). 

    Is the widget snippet visible anywhere? Asking because we would like to implement advanced customization of the Web Widget and would like to make sure that whatever customization we have is right below the widget snippet. 


  • Greg Vowles

    Hi, hopefully a simple question:

    We have embedded the Zendesk WebWidget into our application (its great and we love it).

    Question: What happens if a customer who is using our application, is using computer that doesn't have an outside internet connection (i.e. a closed network) - I'd imagine the app simply won't work (which is fine), but will it cause any issues/errors for the client?

    Many thanks

  • Blanca
    Zendesk Customer Care

    Hi there Greg,

    Glad to know that all is good with the web widget on your application. As far as the web widget is concerned, if the customer is using a closed network, it won't be available since we have network requirements, so this will be the only issue. However, I am unable to confirm what other issues there will be in terms of your application with the web widget. But in case there is an issue on the web widget, please let us know so we can see how we can help you troubleshoot it.

    Please let me know if you have other clarification that I can check for you.

    Blanca | Customer Advocate

    Chat with our live support!

  • Brendon Fernandes Sabino


    Atualmente o Widget em nosso site está abrindo a caixa de dialogo automaticamente sem que algum cliente clique para maximizar.

    Eu quero que o Widget permaneça minimizado e que só abra a caixa de dialogo quando o cliente decidir clicar no ícone para maximizar. Como eu faço isso? 

    Meu plano é o profissional.


  • Dan Borrego
    Zendesk Customer Care

    Olá Brendon Fernandes Sabino

    Eu criei um ticket para investigar este problema mais a fundo. Nós seguiremos esta conversa por lá, por favor.

    Obrigado pelo contato e até mais.

  • Rayne Puertos

    I have enabled the widget for my help center and it showed up once, but now it's gone. I toggled the settings, tried different browsers, and devices, but I cannot find the classic web widget anywhere on my help center. Please help.

  • Dekbi
    Zendesk Customer Care
    Hi Rayne,
    There are a couple of things that can be a reason why your web widget classic isn't showing anywhere in your help center. One reason that could have happened is there are no available agents or there are no online agents which will result in the widget will not load up. 
    For your reference: Starting chats from Web Widget (Classic) launcher
    Also, please make sure that the option 'Add to Help Center' is togged on by going to the Admin Center > Channels > Classic > Web Widget.

    If that option is turned on and your widget still doesn't show, you may refer to Why isn't my Web Widget (Classic) appearing in the Help Center? for checking if it is being caused by an issue with the SSL setup.
    I trust this helps. Feel free to reach back to us with any questions.
  • Hi, I was wondering if I could get some advice related to adding a web Widget to chat dashboard. Right now, in my dashboard, I see a previous web widget that was created, but now I have just created a new widget and I want to edit it in the dashboard. My problem is that when I go to this route Settings - Widget . Getting Started, I see the code from the previous widget, but i would like to see the new widget that i created on Admin Center. Is there something that I am missing? Thanks in advance. 

  • Cheeny Aban
    Zendesk Customer Care
    Hi Juan, 

    I created a ticket on your behalf to further check the issue that you are experiencing. I'll look forward to your reply via email
  • Alexandra Desmond

    I have a question: we utilize the Submit a Request function for ticketing to different subjects/teams. 

    When in the Submit a Request area = I've noticed that "suggested articles" seem to be triggered off of words typed into the Subject box only. Is that because we don't have Web Widget Classic embedded in this page? Can we embed it in this page so that when people are typing up tickets or completing ticket forms it will suggest articles? In testing it appears like forms may not trigger the current automatic article suggestion feature since forms have drop downs? 



  • Dainne Lucena
    Zendesk Customer Care

    Hi Alexandra Desmond

    You are correct that it bases on the subject line, but the description text also holds a factor in the search results.

    You can configure the suggested articles depending on the brand or form as demonstrated here in this article (Using Article Recommendations with your web forms). Or if you want a more specific result or set restrictions, you can also utilize labels. Hope this helps!

  • Simon Cam

    Hi there, I do not see an option for "Web Widget" under Admin Center > Channels > Classic, I only see "Mobile SDK" which I assume is something else. Is this option still available? Thanks!

  • Christine Diego
    Zendesk Customer Care
    Hi Simon,
    For newly created account, you can find the messaging web widget in Channels in the sidebar, then select Messaging and social > Messaging.
    1. Click the name of the channel you want to edit. The widget’s edit page opens.
    2. Under Installation, you will find the web widget code snippet and the option to Add to help center
    I hope this helps. 
  • Daniel Ottenad

    Seconding Simon's comment. 

    The directions at this link say that in order to enable the classic web widget, to go to channels > Classic > Web Widget.

    When I go to channels > Classic, all I see is Mobile SDK (image below)

    I am specifically looking to enable the "Submit a Ticket" feature of the classic web widget

    I do not want a live chat widget. I do not want to maintain a live chat feature on my website. I would like my customers to be able to submit tickets and I get back to them later. I used to be able to collect tickets with the submit ticket form above, but I do not see this anymore. All I see is livechat. I do not want livechat. I want this ticket submission feature from the classic web widget. How can I do this?

  • Destiny
    Zendesk Customer Care
    Hello Daniel Ottenad,

    Based on your screenshot, it looks like you have the Messaging feature enabled. To enable the Submit a ticket feature and use the Classic Web Widget, please disable Messaging first following this guide Deactivating Messaging for Web and Mobile Channels. You should be able to see the Web Widget under channels in addition to Mobile SDK tab as such:

    I hope that helps~!


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