3 Comments

  • Jessie Schutz
    Zendesk team member

    Hi Huong!

    I believe this is happening because you have your web widget configured to serve Help Center articles to try and deflect tickets before allowing users to submit a request:

    Applying this setting will force your users to search before contacting you. If you disable that setting, it will serve up your chat or contact form right away,

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  • Will Brown

    I understand why enabling the Help Center in the Widget "hides" the Contact Us button until the user searches for something, but is there a way to make the Contact Us button more prominent in the widget so users see it as soon as they click on the Widget (but without disabling the Help Center entirely)?

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  • Katie Dougherty
    Zendesk Community Team

    Hi Will Brown,

    Thanks for reaching out! 

    I believe the article, Advanced customization of the Web Widget, will help address your question. There is a section on "Suppressing widget features on specific pages" that allows you to suppress specific self-service options to control the customer's experience. Also, the section "Customizing widget text" allows you to change the placeholder text if you would like it to be more visible to your users. 

    Otherwise, you are correct that the order of options for the end-user are:

    1. Self-service
    2. Live chat
    3. Phone calls
    4. Contact forms

    For more information, see the articles: Understanding the end-user experience and Video: What the Web Widget looks like to a customer

     

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