Before you add the Web Widget (Classic) to your website or help center, you need to decide which components you want to include in Web Widget (Classic) and then turn them on. For some components, you might need to go a step further and configure additional settings. You must be an administrator to configure components in Web Widget (Classic).
- Help center search and suggested articles
- Zendesk Chat for live chat with an agent
- Zendesk Talk for requesting a callback from an agent or viewing a phone number to
callNote: The prefill API doesn't work with the Talk callback form.
- Contact forms for filing a ticket
For information about how components are presented to end users, see the section about Understanding the end user experience. For a complete list of Web Widget (Classic) documentation, see Web Widget (Classic) resources.
This article includes these sections:
Configuring the Web Widget (Classic)
The Web Widget (Classic) includes multiple components that you can turn on or off, or customize. For example, you can add help, talk, and chat features, and contact forms. You can configure security settings, change the color of buttons and text, edit user interface text, and reposition Web Widget (Classic).
For detailed information about the components you can configure, see Configurable Web Widget (Classic) components (below).
To configure the Web Widget (Classic)
-
In Admin Center, click
Channels in the sidebar, then select Classic > Web Widget.
If you are setting up the Web Widget (Classic) for the first time, a wizard guides you through the process. Follow the on-screen prompts. After you complete the wizard, you can view and change your options, if you want, by proceeding to the next step.
If this isn't your first time setting up the Web Widget (Classic) skip this step. The wizard doesn't appear for you.
- From the Customization tab, configure your Web Widget (Classic) components (see Configurable Web Widget (Classic) components).
- When you're done configuring components, click Save.Note: Allow 10 minutes for changes to the Web Widget (Classic) to propagate and appear in the Web Widget (Classic).
Once you're done with this procedure, you're ready to complete the steps described in Adding Web Widget (Classic) to your website or help center, if you haven't already.
Configurable Web Widget (Classic) components
This table lists the Web Widget (Classic) components that you can configure from Support.
If you want to customize the Web Widget (Classic) further, it's possible to do that using the Web Widget (Classic) API, but you might need the help of a website developer. For more information, see Advanced customization of Web Widget (Classic).
Setting | Description |
---|---|
Contact form |
To allow customers to submit tickets from the Web Widget (Classic) leave the toggle on. This option is on by default. If you don't want customers to be able to submit tickets from the Web Widget (Classic), turn the toggle off. Tickets submitted through the Web Widget (Classic) contain the tag “web_widget.” You can use these options to control the name field in the default contact form and ticket forms that appear in the Web Widget (Classic).
Keep in mind that if the Ticket forms toggle is on, ticket forms replace the default contact form in the Web Widget (Classic). Also note that the Contact form component isn't available when authentication is required for the Requests and Uploads API endpoints. |
Ticket forms |
Note: Multiple ticket forms are not available on all Support plans.
To include multiple ticket forms in the Web Widget (Classic), turn the toggle on. This option only appears if the Contact form toggle is turned on. This option enables the end user to select any of your active ticket forms, instead of seeing only the default Web Widget Contact form, and allows you to customize which ticket forms are available based on the page the user is on. If you need to set up ticket forms, click the Settings link. For more information, see Using custom ticket fields and ticket forms with the Web Widget (Classic). |
Custom ticket fields |
Note: Regular expression, Date, and Multi-select custom fields cannot be used in
the Web Widget (Classic).
To select custom ticket fields that you want to
include in the Web Widget (Classic) contact form, use the drop-down list.This option only appears when you have enabled the contact form, and have at least one custom ticket field that is editable by end users. See Adding a custom ticket field. If you need to set up custom ticket fields, click the Settings link. For more information, see Using custom ticket fields and ticket forms with the Web Widget. |
Chat |
Note: You must have a Chat account to add Chat functions to the Web Widget
(Classic). If you don't have a Chat account, turning this toggle on has no
effect.
To include Chat features in the Web Widget (Classic), turn the Chat toggle on. You can click the Settings link to open the Chat dashboard (the Zendesk Chat product interface), or open Chat from a browser. From there, you will configure specific Chat features for use with the Web Widget (Classic) (see Setting up Zendesk Chat in the Web Widget (Classic)). You cannot add third-party chat applications to the Web Widget (Classic). |
Help Center |
Note: You must have a Guide account to add help center search to the Web Widget
(Classic). If you don't have a Guide account, turning on this toggle has no
affect.
To add help center search to the Web Widget (Classic), turn the toggle on. To configure help center search settings, click the Settings link. Guide will open and you'll configure settings from there. If help center search is enabled in the Web Widget (Classic), you can filter metrics for article views and searches that originate from the Web Widget (Classic). For more information, see Analyzing help center search results with Explore and Analyzing knowledge base activity with Explore. Including restricted articles in help center search results If you want to include restricted help center content in your Web Widget (Classic) results, you need to configure some other settings as well. For more information about using help center search with the Web Widget (Classic), see Using restricted help center content with the Web Widget (Classic). |
Contextual Help |
To include Contextual Help in the Web Widget (Classic), turn the toggle on. This option only appears when the Help Center toggle is turned on. Contextual Help suggests articles to the end-user that may be relevant to them, based on the page from which they accessed the Web Widget (Classic). For more information, see About contextual help for the Web Widget (Classic). |
Security settings |
To restrict help center search results in the Web Widget (Classic) to authenticated users on your website, click the Configure button and then follow the on-screen instructions. |
Talk |
To include Talk in the Web Widget (Classic), turn the toggle on. To configure Talk settings, click the Settings link. For more information, see Configuring Zendesk Talk settings for the Web Widget (Classic). |
Zendesk logo |
To remove the Zendesk logo in the Web Widget (Classic), turn the toggle off. |
Theme color |
To specify a custom color for the Web Widget (Classic), use the color picker. After you choose the color, you can close the color picker by clicking away, on any other part of the interface. |
Theme text color |
To specify a custom color for the text in the launcher, contact button, and header, use the color picker. After you choose the color, you can close the color picker by clicking away, on any other part of the interface. If you select the Use default color based on theme check box, the Web Widget (Classic) automatically chooses the text color for you based on the theme color and using an algorithm to guarantee a minimum contrast ratio as specified by the WCAG guidelines. |
Position |
To choose a position for the Web Widget (Classic), select a position from the drop-down list. If you want the Web Widget (Classic) to appear in the bottom-right corner of the page, choose Right. If you want it to appear in the lower-left corner, choose Left instead. |
Web Widget button text |
To specify the text on the Web Widget (Classic) launcher, choose one of the options from the drop-down list. |
Contact form button text |
To specify the text on the button that launches the contact form, choose one of the options from the drop-down list. ![]() |
Article Recommendations |
Note: Article Recommendations is available on Zendesk Suite plans.
To add
Article Recommendations to your Web Widget (Classic), turn the toggle on.This option only appears when the Help Center toggle is turned on. For more information, see Enabling Article Recommendations in the Web Widget (Classic). |
68 comments
Milena Rusanova
Hi Mike DR, the article you are suggesting is regarding the Messaging Web Widget.
I am using Web Widget Classic and there is no information about this option being plan based.
Also I am sure this option was previously available on my Suite Professional Plan, as I was still testing the different functionalities of Zendesk.
Based on the article above (on Web Widget Classic) this is one of the basic configuration options, that is not plan restricted?
Please let me know if I should raise a ticket for this from my instance?
0
Mike DR
The plan you're on right now is Support Professional, the features included are different than those for Suite Professional, I just checked one of our test environment that has the Support Professional plan and it also doesn't have the option to remove the Zendesk logo.
0
Milena Rusanova
Hi Mike DR, could you please let me know since when is this option plan based? As mentioned it was previously available on Suite Professional.
Also it would be nice if such information is included in the article and we are informed that some functionality will no longer be available on certain plans, starting from XY.
Thank you!
0
Matt Farrington Smith
Echo what Kathrin Köhler said - I'm sure this 'used' to be available. The fact the FAQ article doesn't mention this is plan-dependent suggests it is a recent change. And if that's so, nobody was made aware of this...
Am looking into removing it with coding right now (but shouldn't have to!) will post here if successful.
1
Destiny
I appreciate you taking the time to discuss this matter.
It's my understanding that the removal of the logo feature was available even before the introduction of Suite packages. This privilege is exclusively offered to those on Enterprise plans. While I can't provide the exact date, I'm confident that this aligns with our established policy. For more detailed information, you may refer to the following article: How do I remove the Zendesk logo?. Despite recent updates to the article, it indicates a publication date around 2021.
I apologize for any miscommunication or misunderstanding that may have arisen around this topic. Your input is valuable, and we welcome any feedback you may have so we can pass it along to our product development team.
Thank you once again for your input.
0
Keshav Chauhan
The classic > web widget option is NOT available
0
Gabriel Manlapig
Hi Keshav,
The reason you're missing the Web Widget (Classic) is likely due to messaging being enabled. Messaging is a newer version of our older Live Chat product. To access the Web Widget (Classic), you will need to switch back to Live Chat. Would you mind trying to disable messaging by following the steps outlined in the article below:
How do I turn off messaging and go back to live chat?
I hope that helps. Thank you!
0
IT
I would like the webWidget to be minimized instead of displayed in the badge mode when I reload the page. I have customers complain that the chat keeps opening up after they minimize the badge. Any assistance with starting in the minimized icon mode would be appreciated.
0