Web Widget (Classic) resources

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20 Comments

  • Roman Alekseiev

    Hi, is it possible to set assignee right from Web Widget API ?

    Currently all tickets from widget are assigned to whole group without specified agent, but I'd like to set certain agent right before ticket being submitted.

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  • Miranda Burford
    Zendesk Product Manager

    Hi Roman Alekseiev,

    Unfortunately, it's only possible to set departments/groups from the the Web Widget client-side (not individual assignees).  One workaround may be to create a department/group with only one agent in it.  That should achieve what you are hoping to do!

    - Miranda.

     

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  • Aaron Fiber

    Is there a way to track the number of tickets that are submitted "Via Web Widget" in Zendesk Explore?

    I have tried to use the metric of created tickets by forms. BUT the forms are used in other places than just the web widget so I can't trust that data I noticed that ticket will say "Via Web Widget" next to the requestor's information, so I want to know if I can track by that data point. 

    2
  • Arkadiusz Szafraniec

    How long Web Widget (Classic) will be supported by Zendesk? 

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  • oleh olehovich

    Hi! The web widget does not display images from the articles. If you open an article in the help center - all images in it are displayed correctly. But if you open the same article through the web widget, the images are visible as "image name.jpeg". I tried other image formats and changed the size to smaller, but it did not help. Can you help?

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  • Miranda Burford
    Zendesk Product Manager

    Hi Arek,

    For now, we are continuing to support Web Widget (Classic) and don't have a deprecation date in mind.  As of now, we are working extremely hard to close any major feedback gaps between Web Widget (for messaging) & Web Widget (Classic).  If you have any feedback on specific features that are missing, please do let us know.  If you haven't tried out messaging yet, we recommend that you do so.  As always, we will provide customers with lots of advanced notice before we get to this point.

    Thanks,

    - Miranda.

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  • Miranda Burford
    Zendesk Product Manager

    Hi oleh olehovich,

    Thanks for your post.  Do you have an example Help Center article that you can share with me so we can investigate?

    - Miranda.

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  • James Ameriks

    Having the same issue as Aaron -- we want to track number of tickets created via web widget. It shows in the Support app that it logs coming from the widget (vs a form elsewhere) but we cannot find where this is exposed in Explore to pull data from. Please answer if this is possible. 

    1
  • elena bedosti

    Hello, if I switch to Classical widget is tha possibile to move back to messaging Web Widget afterwards? Thank you

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  • Miranda Burford
    Zendesk Product Manager

    Hi elena bedosti,

    Yes, it's very easy to switch back & forth via a setting within Admin Center.  You can find instructions on enabling here and disabling here.

    Thanks,

    - Miranda.

     

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  • Julian Luca

    Hi, Miranda
    We are on TEAM plan and I would like to know if this is possible to achieve with our current plan:
    https://blauparts.zendesk.com/hc/en-us/articles/4415893584531-How-do-I-request-a-call-back-
    See how the users can select one or another path to contact support.
    One is Request a callback and the other is Leave a message
    Are those 2 Tickets Forms?
    Can you do it without using multiple forms?

    I mean, using a dropdown on the contact form start and based on user selection to show or not to show form fields?

    Please reply back and let me know if there is a way to achieve that on our current plan. We do not afford other $4k a year just for this feature.

    Appreciate. Thanks.
    Julian

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  • Gabriel
    Zendesk Customer Care
    Hi Julian!

    I hope all is well! Yes, it is possible to configure Talk settings for the Widget in the Team plan. Please, kindly check the instructions addressed in the following topic: "Configuring a callback request widget"- https://support.zendesk.com/hc/en-us/articles/4408824310426-Configuring-Zendesk-Talk-settings-for-Web-Widget-Classic-#topic_ckg_kzj_g4b

    I hope this helps!
    1
  • Julian Luca

    Thank you, Gabriel
    trying right now and will let you know

    Julian

    Edit: It looks I can't do it from my TEAM plan:

    Note: Request a callback is not available for the following plans: Talk Team, Support Essential and Support Team.

    Also, Under Channels - Talk I don't see the "Add a widget configuration" option

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  • Ryan K.

    I have the same question as James and Aaron:

    Is there a way to see the number of tickets submitted from the web widget specifically?

    Please let us know if this is an option to track or not.

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  • Hiedi Kysther
    Zendesk Customer Care

    Hi Ryan K.,

    Yes, you can use the attribute - Ticket Channel to get the numbers of tickets submitted from Web Widget. It will be displayed in Explore as "Web". For reference: Understanding ticket channels in Explore.



    I hope this helps! 

     

    1
  • Nacho Cardozo

    Hi,

    Quick question - our team is using the classic widget (support form button), but it is currently covering some text on our site, so we were wondering if we can move it a little bit up or to the side? Is there any way we could customize this?

    Under the customization settings I could only find a way to place on the right or left corner within our site.

    Thanks for your help!

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  • Gabriel
    Zendesk Customer Care
    Hi Nacho,
     
    You can use the offset setting to reposition the Web Widget (Classic) on your desktop or mobile devices. Use the initial position setting as the point of reference, and then use the offset setting to move the Web Widget (Classic) horizontally, vertically, or both from that position (in pixels).
     
    For more information, see the developer documentation for the offset setting in this link. I hope this helps you. Thank you!
     
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  • Nacho Cardozo

    Thanks Gabriel, I'll give it a shot!

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  • Jupete Manitas
    Zendesk Customer Care
    You are welcome, Nacho! We hope that works! 
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  • Alicia Schaefer

    Hello! I'm wondering if there are any plans to allow multiple web widgets per brand? We have multiple bots we'd like to place on different pages of our site, not only to help our customers/members get support via a bot, but we want to provide translated versions of each bot also so we don't have to use the auto-translate feature. Thanks in advance!

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