I am having an interesting new problem -- many tickets via the web widget from my customers saying "How do I close this?"
I investigated with my customers, and it turns out they open the web widget on mobile, it fills the whole screen, and then they don't realize the "_" symbol in the upper right corner is the close button. (Why Zendesk didn't go with the standard "X", I have no idea...)
Is there a way to change the icon? If not, can you please change it, Zendesk, to something a little more obvious for non-technical users? I know the "X" may not be exactly the right answer in the UI (since it isn't closing the widget entirely, just minimizing it to the little launcher again), but from a user point of view, many people are confused by the "_" icon, while the "X" is the standard across the web and is crystal freakin' clear about what it does.
So in this case, I think choosing to design your interface with the "crystal clear" option would be FAR, FAR better and smarter than what you have now... :-) Thanks and interested to hear your feedback.