[COMPLETED] Web Widget Customization Options

Completed

105 Comments

  • Sherman Dickman
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    +1 for the ability to change the strings in the web widget. 

    We would like to use the web widget for sales support, while funneling tech support requests through a different funnel (as we need to ask more upfront questions to reduce round-trip interactions).

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  • Emmanuel Pelletier
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    Hey,

    I mostly agree with Eric Newbauer here. I am a developer having to migrate from feedback tab to web widget. It's great that it's easier to implement and configure :) But for "advanced" usage, there are almost no customization option compared to the feedback tab.

     

    A few things I'd like to do or see:

    - set the text I want instead of the limited choices given to us

    - ability to style the button as we want (the rounded borders button doesn't fit all websites well)

    - the possibility to have the contact form bigger and centered instead of having a tiny window in the corner

    - have an API endpoint to open the widget directly on the contact form, even if the configured behavior is to show the help input first. That way we can have the zendesk button to query help database, and we can make our own button that shows the contact form directly.

     

    Hope most of those things, that are possible with the feedback tab, will be possible with the web widget in the coming months :)

     

     

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  • Laura
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    Hi @Erica,

    Just adding another vote to the mix - 'feedback, 'help', and 'support' as text on the button does not work for our needs and is a bit of a deterrent when trying to stay in touch with our customers. Even if we can't enter our own strings at this time...adding more possible text titles would be really helpful. We simply want to say 'contact us' and I've noticed a few other people have suggested that as well. 

    Additional customizations are something we are definitely interested in as well, but the text issue is the biggest one at the moment. 

    Thanks!

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  • Erica Wass
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    Thanks @Laura. We are working on a few things that relate to this request. I don't have an ETA yet but I wanted to tell you that we appreciate hearing of your use case and needs. 

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  • Brian Tsai
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    I just spent some time putting in the web widget and had to take it out immediately because:

    1. can't change the weird captions for buttons, field placeholders which will confuse users.

    2. can't add custom field information that you can do via the API (kind of critical to make customer support more efficient)

    3. can't hide the email/name fields when logged in.

    Look like Zendesk has gotten too big to deal with these issues, unfortunately.

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  • Erica Wass
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    Hi @Brian:

    Thanks for letting us know of your use case. We are working on a bunch of projects to enhance the Web Widget and feedback like yours continues to prove really useful.  I'll be updating this thread as I have more to announce in terms of betas, etc but, in the meantime, on your third point, while it's true that you can't hide the email/name fields when users are logged in, you could pre-fill their information. I'm not sure if that would be useful for you, but here is a link for an article that discusses how you could set that up

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  • Brian Tsai
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    Wow, that was a quick response! Thank you!

    Thanks for the feedback - yes, we did the zE.identify call to get the boxes prepopulated but if they're logged in, there's no reason for us to have to show this information - I think other people have indicated similarly in this post.

    Anyhow, the missing custom fields is a complete deal killer - seems like the web widget was built as an afterthought rather than part of the main product line.

    Must be frustrating to have a thread like this go on for over a year and yet have no progress. 

    Good luck and please keep us posted! We look forward to using the widget when it's actually useful!

    Thank you!

     

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  • Ross Rixon
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    We have signed up with Zendesk and use it for our internal service desk currently. But we started to look in to incorporating the widget in to our product. But have found the customizations are very limited to what we would like to do. We would love to have the widget very similar to the widget that Zendesk provide for us where you click on the help widget icon and then have a pop up widow offering you which sections would you like to navigate to. I hope for your customers sake that you release those updates soon.

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  • Andrea Saez
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    +1 on customisation please :( 

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  • Ilan Shemes
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    +1 on customisation! I have to switch over from the Feedback tab because is deprecated. But the alternative (web widget) does not offer the options the Feedback tab supports. So why deprecate the better option?

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  • Eldien Hasmanto
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    +1 on customization. Especially for change the text on the Help-button (for example: 'Contact Us')

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  • Matt Brennan
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    Hi - Three suggestions for improvement:

    1) While the contextual help is very cool, and our goal is to keep people inside our site as much as possible, it would be useful if there was an obvious way for a user to click through to the knowledge base homepage.

    2) We use JWT both for SSO and to access restricted docs in the widget. When we include user fields for SSO they are updated appropriately. It would be helpful if when we send JWT with user_fields for the help center widget, changes to those user fields were reflected in ZD.

    3) +1 that the name/email should be hidden if prefilled

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  • Erica Wass
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    Hi all: We have just released a new beta for Web Widget customizations via JavaScript API. It will be a rolling beta with 4 capabilities at launch. With the beta you can suppress certain features per page, offset the location of the launcher & widget, customize some of the text and hide the View Original Article button. If you are interested in these or additional customizations that will follow please visit https://support.zendesk.com/hc/en-us/community/posts/218033707-Start-here-Web-Widget-customizations-beta

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  • Erica Wass
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    Hi @matt:
    Thanks for the feedback.

    1) I'm curious to learn more about the problems you are looking to solve by routing your end users to the knowledge base homepage from the Web Widget. 
    2) With this request, are you looking to send end user invisible fields when customers create a ticket via the Web Widget or are you looking to send in additional user information with zE.identify?
    3) We have been thinking about this as well. Thanks for the +1.

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  • Johannes
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    Agreed, this functionality is key! Why don't you just offer the same Widget style as in the Zendesk Support portal:

    Button on the right + central layer with options to proceed.

    If we'd than be able to change the css settings all my problems would be solved.

    Right now I can't really use the widget, since there is no direct link to my Help Center, and even more important, the design does not work with my site at all.

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  • Matt Brennan
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    @erica

    Thanks for the response!

    1) Primarily, we don't want our users to have to go to more than one place on our page to find help, and I think that the knowledge base layout has inherent value. It's optimistic to expect that the answer the user needs will always be in the top 3 search items, and the KB presents documents in a more structured manner.

    Perhaps the fundamental difference here is that we're thinking of the widget as a replacement for how we were previously presenting help docs, but the widget development seems focused on being primarily a comment box with HC as a way to reduce tickets.

    2) My understanding is that zE.Identify only functions to prefill the contact form. Sending a JWT is required to show restricted HC content (https://support.zendesk.com/hc/en-us/articles/222874768-Using-restricted-Help-Center-content-with-the-Web-Widget). I'd like zendesk to react in the same way whenever I send it a JWT. When I send JWT for SSO (https://support.zendesk.com/hc/en-us/articles/203663816-Setting-up-single-sign-on-with-JWT-JSON-Web-Token-), I'm able to send various attributes about the user which update the user's ZD profile.

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  • Erica Wass
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    Thanks for the added detail @matt. We have some projects underway to allow end users to view more results as well as some additional customizations in our rolling beta here  https://support.zendesk.com/hc/en-us/community/posts/218033707-Start-here-Web-Widget-customizations-beta
    I'd be curious as we roll those out, what other elements are needed to provide a great help docs experience for your users. 
    2) We have plans to enhance some of the authentication experiences both with regard to Widget functionality and adding additional information with zE.identify. I don't have an ETA on that but the use case is valuable for us. Thanks again.

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  • les
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    Hi Team Zendesk,

    excited for the Web Widget customizations beta 👍 Like many of your Zendesk users, we would also welcome the ability to customize more finely specific things about the text, look and feel, placement and functionality of the Widget. Our CS team have expressed an interest in having tickets submitted via the Widget, include the query first entered by users when searching for Help Center articles relevant to their issue (as currently happens with the Feedback Tab). It would have to appear as the subject heading of the ticket, but having it in there has been helpful for our agents who use that context in composing responses.

    One additional suggestion: can we make a few updates to the generated markup (or have the ability to), in order to improve the accessibility of the Widget?

    A few examples:
    --
    1) The main Widget button is a `div` that, on its own, cannot receive focus using keyboard controls (e.g., on tabbing through the page). This means that the segment of a site's audience unable to use a mouse (including many screen reader users) will not be able to activate the widget and access the forms and search features inside. By making this button something like an `a` tag instead (with some `href` value), a button, or giving it a tabindex=0 (accompanied by some `aria-role`) this would address the issue;


    2) Some of the default styling on the widget components may be hard for some users to see / read clearly. E.g., the :focus visual styling on the contact form submit button is a bit subtle for some users who may have a hard time seeing things with low contrast; adjusting this slightly would help keyboard users be certain that they are ready to submit a form. We have also heard from several users who have a much easier time reading things if the text on the page appears in a larger size (e.g., no smaller than ~16pt). If we can customize the CSS of the Widget slightly, some of our users would benefit from the increased ease of reading;

    3) Once the Widget is open, there is no way to close it without clicking on the 'X' (similarly, using the back arrow to navigate within the Widget is not possible for keyboar users). It would be helpful for some users to make this 'X' an element that can receive focus (e.g., `a`, or `button`). Alternatively (or additionally), there is a convention wherein, if a module is open / active, hitting the ESC key closes it (and returns focus to the button / trigger that launched it).


    Will you consider making a few updates to the default generated markup to enable a more accessible UX? I will note that item 1 would be key, since it currently blocks access to the Widget and all that it offers. Alternatively, we would be excited for the ability to introduce customizations of this sort e.g., through access to the markup / options. Looking forward to the Web Widget and its evolution.  Thanks!

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  • Erica Wass
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    I think I replied to you privately but not here, @Les. Just to note here that we appreciate the feedback and will do some more investigations around the items you mentioned. 

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  • JosephAdmin
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    Hi @Erica.  Is it not possible to simply have the an option that the button only have the (?) with no text?  The right placement generally works but the wide button often overlaps with other right justified buttons on our site.  Is there a way to do that?

     

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  • Erica Wass
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    Hi @joseph: I encourage you to join the Web Widget customizations beta and see if one of these features works for you there are a few that you could try to find better harmony between the Web Widget and your site design. 

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  • Paul Welter
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    Aaron, I can't understand why it's a problem to simply allow customers to enter their own text to displace the button text/ contact form text. Even the most elementary form builders on the interwebs allow this simple functionality. Perhaps you can explain your dilemma in accomplishing this task?

    I am still amid my trial with Zendesk and after your people did their spiel/webinar, I was under the impression that you were the best available. This is kind of a deal breaker. Regarding 'offering a couple of readymade options so that customers have a choice...' is not really a choice. Nobody who is serious wants readymade anything.

    Am I missing something here?

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  • Erica Wass
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    Hi @paul: I encourage you to sign up for the customizations beta; it has features that provide for a lot of the flexibility you have mentioned. Information and the sign-up for are at https://support.zendesk.com/hc/en-us/community/posts/218033707-Start-here-Web-Widget-customizations-beta

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  • Gareth
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    Oh my god. It needs to be responsive! 

    Who in this day in age rolls our a widget that doesn't work on smart phones? 

    Display on 320×480 is buggered. 

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  • Erica Wass
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    Thanks for writing @gareth. The Web Widget is designed to work well on smartphones. Please file a support ticket if you haven't yet and it's something we can troubleshoot with you. 

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  • Martin Majlund
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    Hi Zendesk,
    We're doing business in Africa and would like to capture phone number instead of email (most people do not have an email here). I'm told this option is not possible. Would be great if you would look into this eventually. 

    /Martin

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  • Smaneiro
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    Hello Team Zendesk,

    I am using the support widget in my web application, but I am having problems with it. When I show a modal, the support button suddenly disappears. And when I close the modal it doesn't show anymore until I refresh the page.

    The zendesk widget follows this structure when it is visible:

     

    And when I show a modal it turns like this:

    It seems like it is setting the content of the <body> to an empty string. I reviewed my javascript code to see if I was doing something wrong but I don't modify the zendesk widget in any event.

    Did anybody have to face the same problem? 

    Thanks in advance.

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  • Erica Wass
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    Hi all: I'm pleased to announce the release of a wide range of customization options for the Web Widget. In addition, the Web Widget customizations beta is ongoing and I encourage you to log any additional requests there, in individual posts versus an ongoing thread, so that they are more readily accessible to others and can be upvoted easily. 

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  • Pedro
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    Customize at least the text to any text should be a must!

     

    Simple and very fast to deploy! 

     

    Please make this huge upgrade Aaron.

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  • Erica Wass
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    Thanks @pedro. Additional text customization is available. Please see our recent Announcement.

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