Comparing the Zendesk Web Widgets

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  • Jake Howell

    Re: Access to restricted help center content = "N (coming soon)" for the Messaging web widget, this is a feature that is blocking us from using the widget within our application. Is there an ETA?

  • Annicka Rabida

    Will there be API's for customizing the web widget like there are for the classic one? ( Depending on where we put the widget, we would like to change the looks along with modify things such as the icon and AI avatar. 

  • Vishaal

    How do my chats from knowledge base get created as tickets? 


  • Christopher Kennedy
    Zendesk Developer Advocacy
    Hi Vishaal,
    Tickets are automatically created for chats.  Are you experiencing an issue where you're not seeing a ticket for a chat?
  • Julien Maneyrol


    I see in the article that the Web Widget (classic) will be phased out in the future. Is there any ETA? How long will it be available?

  • Christopher Kennedy
    Zendesk Developer Advocacy
    Hi Julien,
    We'll make a formal announcement with advance notice once a timeline has been determined.  Follow our Announcements section to receive notifications of our important product announcements.
  • Julien Maneyrol

    Thanks for the information Christopher Kennedy,

    I guess it is too early to ask, but will there be guides/tutorials to help migrating? I am asking this because we are currently using the Web Widget Classic in some of our products front-ends with advanced customization via its API.

  • Tipene Hughes
    Zendesk Developer Advocacy

    Hey Julien Maneyrol,

    We do have some documentation available currently that provides guidance on the migration process:

    We'll be updating existing documentation and providing more information as the Zendesk Web Widget nears feature parity with the Web Widget (classic).

    I hope this helps!


  • Alicia Vierra

    We are just getting started and have set up messaging with a bot on the channel.  We are not using the chat product but have found chats will pass through to support fine when we use a transfer to agent step in an answer.

    We would like to create some answers where we collect information and a ticket gets logged, but without the user being transferred to an agent, is that possible?

    Also, is there anywhere for us to see the user's conversation history with the bot, if they leave without ever being transferred to an agent?  I know we can get analytics, but even with the "ask if question resolved" step that just got added back, is that history anywhere?

  • Zsa Trias
    Zendesk Customer Care

    Hello Alicia,

    A ticket is created from messaging only when "Transfer to agent" is initiated. 

    Per our docs here:

    In Zendesk's messaging for Web Widget, mobile SDKs, and social channels, when a customer requests assistance from a live agent during a conversation, a ticket is created, and agents are notified in the Agent Workspace that a request has been received. 

    Unfortunately, without a ticket, we won't have the conversation history, but if you wish to see if interaction with the bot resulted to a "Resolved" or "Unresolved" status, then yes, you should be able to get this from the analytics (Explore)

  • alexandria.gazzillo

    If someone writes in outside of business hours, what will the experience be like when no agents are online with Messaging? Are they able to leave a message for us?



    [Support] Contact forms N (simple data capture available)
  • Ivan Miquiabas
    Hi Alexandria,
    Thanks for reaching out! 
    Customers of End-users have the ability to leave. a message through a contact form or Offline form depending on the version of your widget. The details are found here.

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