Using Web Widget (Classic) to embed customer service in your website

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30 Comments

  • Dirk de Klerk

    Hi There, 

    I was just wondering if there is anyway to increase the height of the embedded iframe, the webwidget docs only mention offset, position, and z-index. No mention of width/height.

    Thanks in advance,

    Dirk de Klerk

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  • Brett Bowser
    Zendesk Community Manager

    Hey Dirk,

    At this time there is no way to change the size or shape of the web-widget. More information in this article: How do I change the shape and size of the Zendesk widget?

    Let us know if you have any other questions!

    -1
  • Ray Smale

    I was wanting to add a button on our contact us form that will direct them to the chat widget on my site. So when they click this button that says "Chat Now" it will open the chat widget indicator.  Is this possible?

     

    -1
  • Bryan Collins

    Does the Help Center content need to be public in order to be viewable in the Web Widget? Or can signed-in users view the articles too?

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  • DJ Buenavista Jr.
    Zendesk Customer Care

    Hi Bryan,

    Ideally, you need to make your Help Center content public in order for your customers to see your articles. But, you also have control over who can view your Help Center. You can set those only signed-in users who are able to view your Help Center.

    To do this, you need to go to Guide Admin > Settings and go to Guide Settings, under Security you need to put a check-mark on the Require sign-in. You can refer to the screenshot I've attached for reference.

    Thank you and have a wonderful day ahead!

    Kind regards,

    DJ Buenavista Jr. |
    Customer Advocacy Specialist | 

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  • Lydia Ford

    My organization is interested in using the Web widget option on a internally developed application.

    Is this widget available to be used on an application that will authenticate to ZenDesk Guide for my customers to locate self-service information?

     

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  • Miranda Burford
    Zendesk Product Manager

    Hi @...,

    Yes, that's possible.  You can find more information here, https://support.zendesk.com/hc/en-us/articles/222874768-Using-restricted-Help-Center-content-with-the-Web-Widget.

    - Miranda.

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  • Ian

    Hi, @... @...

    Our web widget (Get Help in the bottom right) takes around 7 seconds to load up. Can you please let me know if this delay (7 seconds) is normal & if this will still be the case once Zendesk Messaging / Answer Bot is enabled on our side? 

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  • Miranda Burford
    Zendesk Product Manager

    Hi @...,

    Would you mind sharing a link to your website where the Web Widget loads?  There are a bunch of different factors which impact on performance.  We're happy to take a look at your implementation and come back to you!

    Currently, load times are roughly for the same for the Web Widget (Classic experience with Support & Live chat), as well as Messaging.  In the future (roughly in the next couple of months), we are planning some optimisations to the Messaging experience to make load times even better.  I would recommend migrating to the Messaging experience when you can as this will be faster in the future.

    Thanks,

    - Miranda. 

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  • Ian

    Thank you for following up @...,

    Here is a link to the website where the "? Help" Web Widget loads. 

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  • I want to add a custom web ticket form to our web app via a modal popup window and not redirect them to the Help Center to create a more seamless UX. But I'm not sure if I should use the web widget, create an HTML form, or something else. For reference, I'd like the web form to look similar to Slack's (https://support.zoom.us/hc/en-us/requests/new) or even Zoom (https://support.zoom.us/hc/en-us/requests/new), except I want it within a modal window and not via the Help Center or a standalone webpage.

    Also:

    • I want to include certain hidden attributes within the web submission (e.g. email address, subscription plan, browser version, etc.) that map to a ticket field.
    • End-users must first select their topic (e.g. Billing, Troubleshooting, Feedback, etc.). Based on what they choose, the web form will dynamically show the appropriate ticket fields.
    • Based on what they type as the title/subject, I want the web form to dynamically search against our Help Center and suggest the most relevant article(s).
    • I want our web developers to be able to style the form/fields to match our website theme such as colors, fonts, form decoration, etc.

    Would love some guidance! Thanks in advance!

    1
  • Miranda Burford
    Zendesk Product Manager

    Hi Ian,

    Apologies for the short delay in my reply.  We've had a look at your site and load times do match up with what we typically see.

    I did want to confirm whether you've checked in on Web Widget performance recently?  A few months ago, we rolled out some significant performance improvements where we were able to reduce Web Widget load times by roughly 30%.

    Thanks,

    - Miranda.

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  • Ian

    Hey @...,

    Thanks for touching base & assessing the load time. Upon checking I can confirm there's a 2 second (or so) improvement. Are there further optimizations on the roadmap to bring down the load time even more (i.e. under 5 seconds)? 

    Very much appreciate your help. 

    0
  • Allie Schermerhorn

    We are embedding videos from Vidyard in some of our help center articles, but the video is blocked in the web widget. We've checked out settings and the video is available publicly. It will show in the actual article in the help center, but appears to be broken in the web widget. Are there any known bugs or work arounds we should try?

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  • Miranda Burford
    Zendesk Product Manager

    Hi Ian,

    Oh excellent.  Very glad to hear that!

    We do have an ongoing program of work to further optimise the performance of the Web Widget but these would just be very minor improvements.  The last update we rolled out was the most significant (where you saw a couple of seconds taken off).  We'd expect these minor improvements to be rolled out in the coming months.

    Beyond that, I would recommend migrating to the Messaging experience as this will be faster in the future.

    Thanks,

    - Miranda.

     

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  • aris munandar

    Oke
    Thanks

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  • Maria Mendez

    Hi Ray Smale.

    I know you posted your question 8 months ago, but I resolved this issue by doing this:

    <script type="text/javascript">
    zE(function() {
    zE.hide();
    });
    </script>
    <button onclick="zE.activate();">LIVE CHAT</button>

    Maybe can help!

    Maria

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  • Dave Dyson
    Zendesk Community Manager
    Thanks for sharing this solution! Unless your name is actually "ADMIN", would you mind updating your user profile here in the help center? It's be great to know what to call you :) Thanks! Editing your Help Center profile
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  • Maria Mendez

    Sorry! Dave Dyson you're right! 

    I'm usually search with my personal Profile Maky

    Thanks! And sorry again!

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  • Dave Dyson
    Zendesk Community Manager
    No apologies necessary, Maria, and thanks again!
    0
  • Danny

    I've got a WordPress website (https://akatsuki-samui.com) which I think is using the classic web widget. The mystery is that I can't seem to find how this instance is being loaded. There is no Javascript code in the header or footer, and no plugin.

    When I check the page's source code, there's no instance of related Javascript.

    But when I inspect the page, I see that the web widget is loaded via iframe. So, how in the world do I stop this classic web widget from loading? (-_- |||)

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  • Dan Ross
    Community Moderator

    Hey Danny

     

    I'm not seeing an obvious web widget, thought I do see a Whatsapp widget. Could you maybe provide some more details about what you're seeing? A screenshot of where the widget is residing and the section of relevant page source you're seeing?

     

    A quick skim isn't showing me anything originating from Zendesk in the page source

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  • Danny

    Hey Dan, here's the screenshot from my Firefox in Private mode - widget on the bottom right overlapping Google recaptcha logo.

    And here's the page source section..

    P.S. I've tried to disable the website caching and this widget was still loading for some reason.

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  • Danny

    Hey Dan Ross any updates to the above?

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  • Maky

    Hi!

    can someone tell me how can I make coexist chat and form contact in the same web widget at the same time and allow the customer choose what to do? (or chat or contact form)

    Maybe with two different custom launchers? or a link and custom launcher? Any advice will be welcome!

    Thanks.

    Maria

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  • Dave Dyson
    Zendesk Community Manager

    Hi Danny -

    When I go to your web page and View Source (in Chrome), I was able to search for "Zendesk" and found a section that starts: 

    <!--Embed from Zendesk Chat Chat Wordpress Plugin v1.4.18-->

    Most likely it was installed using the process here: Installing Zendesk Chat for WordPress.

    Does that help?

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  • Danny

    Hey Dave Dyson I found my answer earlier after further troubleshooting on the site.

    Someone in the team decided to use Google Tag Manager to load the web widget. Sigh.

    Thank you nonetheless for responding.

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  • Dave Dyson
    Zendesk Community Manager
    Thanks Danny, glad you were able to get it figured out!
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  • Miranda Burford
    Zendesk Product Manager

    Hi Maky,

    can someone tell me how can I make coexist chat and form contact in the same web widget at the same time and allow the customer choose what to do? (or chat or contact form)

    You can use the contactoptions API to determine which options to show to end users.  You may want to customize your website so that some pages allow end users to make a choice and others don’t. The exact behavior depends on whether Chat or Talk is configured for the Web Widget (Classic), and whether a chat agent is online. You can customize the default text of contact options, if needed.  More info here.

    Hope this helps!

    - Miranda.

     

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  • Julie G.

    We would like to always show the concierge Avatar in chat even when an agent is chatting with the customer. Our agents get a lot of unwanted messages from customers who see their faces. Is this possible?

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