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

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54 Comments

  • Joanna Schweiger

    Allen Lai

    Did you ever get an answer? I am interested in the something a bit like it, to be done directly in the widget.

    • End-users must first select their topic (e.g. Billing, Troubleshooting, Feedback, etc.). Based on what they choose, the ticket will go to the appropriate department. I want to do this without using the prechat form or a bot.
    • I want our web developers to be able to style the form to match our website theme such as colors, fonts, form decoration, etc.

    Help would be truly appreciated!!

    1
  • Tipene Hughes
    Zendesk Developer Advocacy

    Hi Joanna Schweiger,

    Thanks for reaching out! 

    With a bit of customization, it is possible to achieve what you're looking to do. Here's a link that will go in to detail on how to use custom ticket forms with the web widget. You could potentially use the forms in conjunction with triggers and tags to route tickets to specific groups/departments. 

    Styling of the web widget and its elements is limited to what is available in the web widget API. Here's a couple links which will provide more detail on what's possible, and how:

    I hope this helps! Feel free to reach out with any questions.

    Tipene

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  • Сергей Прокофьев

    Hey! Can I change or add an extra message to the welcome message that the user will see immediately after opening the Web Widget (Classic)?

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  • Miranda Burford
    Zendesk Product Manager

    Hi Сергей Прокофьев,

    Thanks for your message!

    Can you please post a screenshot of the welcome message that you are referring to?  Want to make sure that we are referring to the same thing.  

    Thanks!

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  • Allen Lai / Head of CX @ Otter.ai

    Joanna Schweiger Unfortunately, no. We are potentially just going with the web ticket form route and authenticating users against our database using JWT.

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  • Сергей Прокофьев

    Miranda Burford

    Thanks for the answer! Having figured it out more precisely, I found out that I need to add an additional line of dialogue to the answer bot that appears when the widget is opened. Tell me, can I do this?

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  • DJ Buenavista Jr.
    Zendesk Customer Care
    Hi Сергей Прокофьев,
     
    Thank you for the email update. In regards to your inquiry, you can do this by creating workflow to customize the bot interaction and messages to your end-users.
     
    You can check our article, Using Flow Builder to create bot flows for more information about this.
     
    Thank you and have a wonderful day ahead!
     
     
    Kind regards,
    0
  • Joanna Schweiger

    @Сергей Прокофьев

    I think what you may be trying to pinpoint is your first "Send Message" step in your Flow Builder. Add another step below your first message. Edit the first step to your welcome message and the second step your help message.

     

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  • Miranda Burford
    Zendesk Product Manager

    Joanna Schweiger's suggestion should do the trick!

    - Miranda.

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  • Brad Marshall

    We only use the Web Widget for public documentation (no call, messaging, form submission). Is there a way for us to disable cookies for the web widget? It is the only cookie remaining on our website that we would prefer removing rather than having to display a consent form.

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  • dj15s.com

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

    XXX=To hide the real key.

    Does not work in Drupal 9.3.7.

    Do you have another scrip?

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  • Dane
    Zendesk Engineering
    @DJ,
     
    You can follow the directions in Installing Zendesk Chat for Drupal.
    1
  • dj15s.com

    Ohhh! Inside a block! Thank you Dane! :)

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  • Melody Quinn

    Is it possible to add a hyperlink to the web widget? We would like a link to our ticket submission best practices article to show up somewhere on the ticket form.

    0
  • Miranda Burford
    Zendesk Product Manager

    Hi Brad Marshall,

    I'm assuming you're using Web Widget (Classic)?  We have a Cookies API which allows you to disable cookies, https://developer.zendesk.com/api-reference/widget/settings/#cookies.

    Hope this helps!

    - Miranda.

    1
  • Miranda Burford
    Zendesk Product Manager

    Hi Melody Quinn,

    Unfortunately, it isn't possible to add a hyperlink to a ticket form today.  However, there are a few workarounds that have been posted in this thread.  Hope this helps!  I'll log your feedback for future consideration.

    Thanks,

    - Miranda.

     

     

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  • Julian Murillo

    Hi,

    On previous comments i read that it's not possible to change the form or size of the chat button. I was wondering if the same applies for its position. 

    I'd like to let the chat button move a couple of pixels above its normal position.

    Kind regards,

    0
  • Miranda Burford
    Zendesk Product Manager

    Hi Julian Murillo,

    The offset API will do what you require, https://developer.zendesk.com/api-reference/widget/settings/#offset.  It will move the position of the Web Widget launcher, as well as the widget frame.

    - Miranda.

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  • Jimmy

    Can I have Contact Forms and Chat enabled and offer those two contact options upon clicking the web widget? Ideally, I'd like a customer to click the web widget and immediately have the option to email or chat (we don't have a help center at the moment). 

    Is this possible? Haven't gotten anywhere with help articles or ZD support. 

    0
  • Miranda Burford
    Zendesk Product Manager

    Hi Jimmy,

    You should be able to use Contact Options to achieve this.  That would allow you to choose which channel you would like to display to your end users.  

    The default behaviour is to show Chat when there are agents online and the Contact Form when agents are offline. If you'd like to give end users the ability to choose which channel they want to use, you can turn on Contact Options using this API

    Hope this helps!

    - Miranda.

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  • Jimmy

    Can "Contact Options" be achieved without the use of a help center? I've found this not to be the case. 

    0
  • Miranda Burford
    Zendesk Product Manager

    Hi Jimmy,

    You're right.  Unfortunately, "Contact Options" can't be achieved without the use of a Help Center.  Apologies that I don't have better news!

    - Miranda.

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  • Johnny Test

    Jimmy you might try setting the helpCenter suppress option:

    helpCenter: {suppress: true}

    With contactOptions set and that suppress on, I was able to get the widget to open with the ticket and chat buttons as the first thing, no help center.

     

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  • Johnny Test

    Is there a way to control which view to open in the widget? Basically we would like for a way to use external links in our app to open different views directly. So a "Live Chat" button that opens directly to the Widget's chat view and a "Contact Us" that opens to the Contact Options view. 

    I found some hacky solutions using the `suppress` option but it feels messy. It would be great if the `zE('webWidget', 'show')` call took a 3rd param that included the view to show. There is already a get display, maybe even a set display option that could be called prior to show?

    Any other tips on direct linking to a display in the Zendesk Widget using the API would be helpful. Thanks.

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