widget customization please

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20 Commentaires

  • Commentaire officiel
    Erica Wass
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    Hi all: We now have a beta for Web Widget customizations. Please sign-up and let me know how they work for you. https://support.zendesk.com/hc/en-us/community/posts/218033707-Start-here-Web-Widget-customizations-beta

  • Aaron Cottrell
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    Hi John,

    Aaron here, I'm the Product Manager of the Web Widget.

    I'm sad to here you believe the widget is ugly and unhelpful. We do not offer the ability to edit the text of the button at the moment.

    Just to give you some insight into the thinking behind the initial decision and why we picked 'Help': The Web Widget has been designed to be an easily visible entry point for people to get help/assistance when they are on any page of a website.

    To me, the idea of providing 'feedback' - "How am I as a business doing?/Am I meeting your expectations?" is a slightly different use-case and behaviour.

    The way I think about this with a real world example is: if I'm in a grocery store, I might ask a member of staff which aisle the eggs are in (quickly getting help/assistance to get my job done and get on my way). I'm less likely to use that interaction to say "I love that layout of your store but you never have any green apples" - I might give that sort of feedback in a survey.

    If it's of interest to you, we do have an NPS (Net Promoter Score) feature within Zendesk that is great for regularly soliciting feedback from different segments of your customers (it's available to Zendesk admins, by clicking on the Reporting button in the sidebar).

    -1
  • John
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    Aaron

    Thank you for your kind reply.  We're certainly aware that our desired functionality is different than what you're offering, but we'd love to see more breadth of functionality.  The NPS feature may prove useful toward our ends.

    Thanks!

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  • Joe Wellborn
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    I'll add my two cents worth: I would love to customize the button text and the widget title.

    4
  • sam
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    I would also like to change the text on the web widget, particularly to "feedback."

    Here's why: You have said that the web widget is going to replace the feedback tab, but it can't without this functionality - The entrypoint to the feature is completely different, making the use case completely different. For 100% of the cases that my company uses the feedback tab for, we do not feel comfortable making the transition to the web widget without being able to rename it "feedback". PLEASE give us the ability before forcing us to switch to the web widget!

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  • Scott
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    Agreed completely, we need to be able to change the verbiage just like we could on the old tabs.  This is not an upgrade.

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  • Marci Abraham
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    Since the web widget has to replace the feedback tabs in less than a year, I sure hope there will be more customization options. As others have already said, it's unacceptable to force replacement with something that doesn't meet the same minimum standards. We certainly don't want the button to say "Help" in every case, and we never want it to say "Leave us a message"....the implications of the words we use in these places sends certain messages to our clients and customers. The choice of wording should be ours.

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  • Erica Wass
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    Hi @John, @Joe, @Samantha, @Scott and @Marci:

    Thanks so much for writing. We have made some new text options. For the button text you can now choose between "Help," "Feedback," and "Support" and for the contact for button text: "Leave us a message," or "Contact Us".  

    Here is a screenshot from the Widget Customization page.  Take a look and let us know how you find it.
    Thanks,
    Erica



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  • sam
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    @Erica, wow. THAT is a fast feedback loop! This meets our needs. Thank you!

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  • Intis Kalnins
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    We are looking at using this only for customer feedback, so our Web Widget button text is set to feedback. I would suggest customization or more options are added to the Contact form button text though. It seems odd asking our customers for feedback and then saying "Leave us a message". 

    Would prefer this to say "Comments..."

    The text field also seems to default to "How can we help you?" so this doesn't really suit feedback either.

    It would be great if the Widget was updated to have custom text options for these field headings.

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  • Cheryl Schmelzer
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    Before we can launch our new site using the web widget, we have to be able to change the text on the button and on the title. The options that are currently available do not meet our needs. The ability to edit the text to meet our needs is a requirement for us. Is there any way this can be done?  Thank you.

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  • Cheryl Schmelzer
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    Before we can launch our new site using the web widget, we have to be able to change the text on the button and on the title. The options that are currently available do not meet our needs. The ability to edit the text to meet our needs is a requirement for us. Is there any way this can be done?  Thank you.

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  • Erica Wass
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    Thanks @intis and @cheryl: We are working on creating some flexibility in the text labels. I will update this thread when we are ready for beta participants.

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  • Buck
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    @Aaron and @Erica the problem here is not just with text labels. The problem is that the use case between the feedback tab (often used as a "contact us" form) and the widget is different.

    The widget does not provide the functionality that the feedback tab does so removing the feedback tab and saying that the widget takes its place is a bit of false equivalency.

    Customers are used to looking for a Contact Us page on websites and having to replace that with text that says something like "sorry we don't have a contact us page anymore, look down in the corner of your device to see if you can find a green or blue button that says "help" on it and then press it" is not exactly the kind of user experience we want to offer.

    I've heard that it's theoretically possible to create one's own form and have it create submissions via the zendesk API, but I've looked at those help files and not being a designer or programmer, find myself completely lost. I've also had no luck finding freelancers to do this work because I don't have the time to explain zendesk to them.

    Why couldn't you provide the code for a fully complete, BASIC contact us form template designed to create a basic ticket in zendesk? It should be written to include using your API such that the form could be placed on any website and would include fields for a basic contact with a customer - name, email, subject line, body text.

    For all your customers pulling their hair out because in fact the widget is NOT a replacement for the feedback tab (Contact Us form), this would be a huge help. Thank you.

     

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  • Erica Wass
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    Hi Buck: Thanks for writing. It's true the Web Widget functionaltity cannot currently be embeded to display a contact form on the page. You're also right there are APIs available to create this functionality, but I understand that you aren't in a position to use them. There is no current way to embed the contact form from the Web Widget on your page. There are perhaps other implementations on your site that could be helpful. For example, you could activate the Widget via your navigation menu when someone clicks Contact us instead of directing them to the Contact page that had the form. For that you could use zE.activate on the page. 

    -1
  • Erica Wass
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    Hi all: I've marked this thread completed because we have released the ability to customize some of the text in the Web Widget. Please see the Announcement here for more detail. The Web Widget Customizations beta is ongoing as well. 

    -1
  • Nathan
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    I am in same place as Buck.  Its frustrating as the new web widget does nothing to meet the needs we have.  The provided work around above also seems that it will do little to help.

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  • Buck
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    Thanks for your comment @Nathan. The distributed nature of these forums has given the impression that few folks are affected by this. Since most folks just post new topics instead of adding to existing ones, there are few if any "up votes" and so these topics get closed without full attention being given to the issues raised. This has been going on since the elimination of the Feedback Tab was announced.

    We've tried one work around - using the zE.activate code - but there's a serious glitch for users on iPhones and iPads that is still unresolved after 2 weeks of Zendesk engineers working on the ticket we submitted.

     

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  • Alan Chan
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    Can we please get rid of the ? icon on the web widget?

     

    It is not easy on the eyes...

     

    Thanks!

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  • Erica Wass
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    Hi Alan: We know that the launcher design might not suit every need so we encourage you to create your own launcher and use the Web Widget JavaScript APIs like zE.activate to activate the Widget.  

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