• Help Center is not enabled or has already been introduced to the user and
• Zendesk Talk is enabled and agents are online

When Zendesk Talk is enabled for the widget and agents are online, end-users have the option to commence a live talk.

When end-users click Live Talk, they can pack in the information, then embark talking with an agent.

• Help Center is not enabled or has already been introduced to the user and
• Zendesk Talk is not enabled or agents are not online and
• Contact form is enabled

When Zendesk Talk is not enabled for the widget or agents are not online, end-users have the option to leave a message, which creates a ticket.

When end-users click Leave us a message, they pack in the information, add any useful attachments, then send the ticket.

For a finish list of documentation available for the Web Widget, including administrator tasks and developer documentation, see Web Widget resources.

Comments

@Kristi, presently there is no method to add a more button. This sounds like an interesting feature, and it would be fine if you could add a feature request for it over in our Product Feedback Forum so the issue can build up more visibility.

Why the web widget could not emerge in landscape orientation mode? Many tablet users browse web sites in this mode

@Arsenio I will create a support ticket for you

Is there any chance to rename the "Help" Widget? (e.g. Contact)

@Volunteer World – not presently, we’ll bear it in mind for the future.

@Aaron, can you give an indication on if you guys are even considering the switch that we can enable the Widget with only the helpcenter. For lots of reason we don’t always want to suggest an email or talk option as other contact options are better suited to answering a customer question.

For some reason it feels that Zendesk employs a "holier-than-thou" attitude with regards to how Brands should provide service when using your product.

No plans for a ‘Help Center only’ version of the Web Widget at the moment.

I’ll share your feedback with the Help Center team as we do want customers to provide articles in-context if they might be of use to the end-user.

I am evaluating zendesk for our team. I notice that it says the web widget is only available to ‘open zendesks’. Is there any work around for that with a closed zendesk? Or, any plans to make that available anytime soon?

My team is migrating back to Zendesk from UserVoice and I’m only now realizing that SSO is not supported with the widget. It’s very significant to us to know what accounts certain tickets are coming from. I spotted a few other people were asking for it as well. Is there any plan to support this in the near future?

Is it possible to have the widget button placed in a immobilized position?

There isn’t a native way to fix the web widget to a particular position. I’ve not been able to find examples of this being done, but I suspect you could write JavaScript to relocate that component.

If you were using the Zopim talk widget, there’s a different API for that which does permit for this. If you figure out JavaScript way to do this, please post it here!

@Paul – there’s no workaround for using the Web Widget with a closed Zendesk at present and we do not have any rigid plans for it.

@Joshua Unluckily SSO is not presently available in the widget, we may look into it in the future. Albeit not ideal, as a workaround you could use the ‘submitted from’ URL that comes in at the bottom of all Web Widget tickets (if that helps identify the accounts that tickets have come from).

@Johnd/Dwight – I do hear customers ask about positioning the widget more loosely. It’s something we’re thinking about for the future.

I got a question. I am using some tables to illustrate things in my Help Center. Everything works fine. The problem is when you want to see that Help Center entry via Zendesk Widget it shows no table and just the text which is in the table. So It is not possible to read it.. I got about thirty rows and three columns. Am i doing it wrong or is this a know issue?

The Feedback tab has an option for injecting a URL for company Privacy Policy. This is required for TRUSTe certification. Is there a comparable option for the widget?

Hi Rob, no, there isn’t presently a comparable option in the widget at the moment – thanks for bringing it to my attention.

@Lukas, this is a known issue with some elaborate tables and rendering them in the Web Widget. We’ll look into addressing this in the future.

Very first of all . It would be a phat help if there is a way to search with in the ‘Comments’ of a page. I may not be raising this question/comment again.

Have a question/comment about web widget’s compatibility. Why would Zendesk not make the compatibility consistent across it’s products? Zendesk and help center are compatible from IE nine and above, while web widget is supported for only the latest two versions of IE. We are having serious difficulties explaining to our customers why some features does not work in a particular version of browser and while others does work.

We do attempt to keep compatibility consistent where possible. With the Web Widget, we make use of a number of modern web technologies that are simply not supported by Internet Explorer nine (hence the difference in browser compatibility).

I appreciate that not all organizations have the freedom to run the latest versions of web browsers but as the technologies we use are generally supported by most other browsers, this was the direction we chose to go.

On a related note, I believe Microsoft are pulling down support for IE9 on all operating systems apart from Windows Vista and Server two thousand eight from January 12th, two thousand sixteen – see more info here: https://support.microsoft.com/en-us/gp/microsoft-internet-explorer

I have noticed that the file the "Zendesk Widget script" explosions the "https://assets.zendesk.com/embeddable_framework/main.js" file twice on every request. (even on this page)

Why is that needed? sounds like a lot of overhead to me

Of course it will be cached, but why is it needed twice

Hi, Is there any way to hide/liquidate the link to the Help Center’s original article within the articles in the widget?

We will be more than glad to provide guidance with the Web Widget, but unluckily, we are incapable to determine what you are attempting to do. Would you be able to elaborate more on what you are attempting to accomplish?

@Rutger, The double-tapped main.js and update.html are part of the release-based cache-refresh mechanism we use to ensure that visitors’ browsers re-request a copy of main.js only when a newer version is available. If the browser is behaving correctly, you should also find that the 2nd main.js request is fulfilled entirely from the browser’s cache.

Can you specify what Help Center content is displayed per specific widget? For example, if I had a Section dedicated to a particular product type, could I make a widget for the web pages related to that product type, and have the Help Center search on those pages display only that section?

Those of you who want the capability to switch the text of the widget from "Help" to something else (like "Feedback") should go vote for this feature request: https://support.zendesk.com/hc/en-us/community/posts/204096076-widget-customization-please?page=1#community_comment_207655748. Thanks!

Unluckily, that’s not a feature that we have right now.

If an account is using multibrand.

Can a web widget be created for each brand to control which help center skill base content is searched?

@Paul, You can make one widget per brand.

@James Peterson, Do you know where I can find the instruction on how to create a unique widget for each of my brands?

This article explains adding a widget to the default brand.

I would like to inject the subdomain in the widget just like I can in the Feedback Tab.

@paul You can create a widget for your 2nd brand by going to Admin–> Channels –>Widget and clicking Add Widget. You can then repeat for any other brands so that you could set up one widget per brand.

I had a stab at the Widget feature and unluckily for our use case it just lacks too many features.

To get an idea of the type of implementations we are using here is one – http://businesscatalyst.com/contact and here is another – http://www.businesscatalyst.com/report-abuse

To sum up the top features we miss:

1. CSS customization – alot of people are asking for this

Two. running JS in the Widget. With the old feedback tab it was possible – pasting javascript code in the CSS customization window worked, I do realize this is a hack and officially unsupported

Trio. the capability to have different widget instances. With the Feedback tab one could insert different instances to various pages, have submitted tickets tagged and treated differently in ZD (routed to different queues, etc)

There might be a way to get this done with the Widget but that would imply adding a custom-made field named "Source", have that hidden from the user and pre packed using JS or have a query param passed in the Widget’s iframe "src" (as we have done on http://www.businesscatalyst.com/report-abuse )

The Widget might be prettier (mobile friendly, better styled) but it lacks the plasticity and versatility of the Feedback tab.

Using Web Widget to embed customer service in your website – Zendesk Support

Using Web Widget to embed customer service in your website Go after

See the following articles for performing basic tasks related to the Web Widget:

For a finish list of documentation available for the Web Widget, see Web Widget resources.

About the Web Widget

The Web Widget shows up in the bottom corner of your website or Help Center. You configure the components you want in the widget, then add the widget code your website or Help Center.

You must be an administrator to set up and manage Web Widget.

About browsers supported by Web Widget

The Web Widget is supported on the following browsers as of January 23, 2017.

• Google Chrome: latest two versions
• Microsoft Internet Explorer: Internet Explorer eleven and Edge

• iOS Safari: latest two versions
• Android browser: latest version
• Chrome Mobile for Android and iOS: latest version

Understanding the end-user practice

In your widget, you can enable components to combine skill base search, live talk, and contact form.

If you have Contextual Help enabled, up to three suggested articles show up below the search box. The suggested articles are determined by the page from which the end-user accessed the widget. For more information, see About Contextual Help for the Web Widget.

• Help Center is not enabled or has already been introduced to the user and
• Zendesk Talk is enabled and agents are online

When Zendesk Talk is enabled for the widget and agents are online, end-users have the option to commence a live talk.

When end-users click Live Talk, they can pack in the information, then commence talking with an agent.

• Help Center is not enabled or has already been introduced to the user and
• Zendesk Talk is not enabled or agents are not online and
• Contact form is enabled

When Zendesk Talk is not enabled for the widget or agents are not online, end-users have the option to leave a message, which creates a ticket.

When end-users click Leave us a message, they pack in the information, add any useful attachments, then send the ticket.

For a finish list of documentation available for the Web Widget, including administrator tasks and developer documentation, see Web Widget resources.

Comments

@Kristi, presently there is no method to add a more button. This sounds like an interesting feature, and it would be superb if you could add a feature request for it over in our Product Feedback Forum so the issue can build up more visibility.

Why the web widget could not emerge in landscape orientation mode? Many tablet users browse web sites in this mode

@Arsenio I will create a support ticket for you

Is there any chance to rename the "Help" Widget? (e.g. Contact)

@Volunteer World – not presently, we’ll bear it in mind for the future.

@Aaron, can you give an indication on if you guys are even considering the switch that we can enable the Widget with only the helpcenter. For lots of reason we don’t always want to suggest an email or talk option as other contact options are better suited to answering a customer question.

For some reason it feels that Zendesk employs a "holier-than-thou" attitude with regards to how Brands should provide service when using your product.

No plans for a ‘Help Center only’ version of the Web Widget at the moment.

I’ll share your feedback with the Help Center team as we do want customers to provide articles in-context if they might be of use to the end-user.

I am evaluating zendesk for our team. I notice that it says the web widget is only available to ‘open zendesks’. Is there any work around for that with a closed zendesk? Or, any plans to make that available anytime soon?

My team is migrating back to Zendesk from UserVoice and I’m only now realizing that SSO is not supported with the widget. It’s very significant to us to know what accounts certain tickets are coming from. I witnessed a few other people were asking for it as well. Is there any plan to support this in the near future?

Is it possible to have the widget button placed in a motionless position?

There isn’t a native way to fix the web widget to a particular position. I’ve not been able to find examples of this being done, but I suspect you could write JavaScript to relocate that component.

If you were using the Zopim talk widget, there’s a different API for that which does permit for this. If you figure out JavaScript way to do this, please post it here!

@Paul – there’s no workaround for using the Web Widget with a closed Zendesk at present and we do not have any rock hard plans for it.

@Joshua Unluckily SSO is not presently available in the widget, we may look into it in the future. Albeit not ideal, as a workaround you could use the ‘submitted from’ URL that comes in at the bottom of all Web Widget tickets (if that helps identify the accounts that tickets have come from).

@Johnd/Dwight – I do hear customers ask about positioning the widget more loosely. It’s something we’re thinking about for the future.

I got a question. I am using some tables to illustrate things in my Help Center. Everything works fine. The problem is when you want to see that Help Center entry via Zendesk Widget it shows no table and just the text which is in the table. So It is not possible to read it.. I got about thirty rows and three columns. Am i doing it wrong or is this a know issue?

The Feedback tab has an option for injecting a URL for company Privacy Policy. This is required for TRUSTe certification. Is there a comparable option for the widget?

Hi Rob, no, there isn’t presently a comparable option in the widget at the moment – thanks for bringing it to my attention.

@Lukas, this is a known issue with some sophisticated tables and rendering them in the Web Widget. We’ll look into addressing this in the future.

Very first of all . It would be a fat help if there is a way to search with in the ‘Comments’ of a page. I may not be raising this question/comment again.

Have a question/comment about web widget’s compatibility. Why would Zendesk not make the compatibility consistent across it’s products? Zendesk and help center are compatible from IE nine and above, while web widget is supported for only the latest two versions of IE. We are having serious difficulties explaining to our customers why some features does not work in a particular version of browser and while others does work.

We do attempt to keep compatibility consistent where possible. With the Web Widget, we make use of a number of modern web technologies that are simply not supported by Internet Explorer nine (hence the difference in browser compatibility).

I appreciate that not all organizations have the freedom to run the latest versions of web browsers but as the technologies we use are generally supported by most other browsers, this was the direction we chose to go.

On a related note, I believe Microsoft are pulling down support for IE9 on all operating systems apart from Windows Vista and Server two thousand eight from January 12th, two thousand sixteen – see more info here: https://support.microsoft.com/en-us/gp/microsoft-internet-explorer

I have noticed that the file the "Zendesk Widget script" geysers the "https://assets.zendesk.com/embeddable_framework/main.js" file twice on every request. (even on this page)

Why is that needed? sounds like a lot of overhead to me

Of course it will be cached, but why is it needed twice

Hi, Is there any way to hide/liquidate the link to the Help Center’s original article within the articles in the widget?

We will be more than blessed to provide guidance with the Web Widget, but unluckily, we are incapable to determine what you are attempting to do. Would you be able to elaborate more on what you are attempting to accomplish?

@Rutger, The double-tapped main.js and update.html are part of the release-based cache-refresh mechanism we use to ensure that visitors’ browsers re-request a copy of main.js only when a newer version is available. If the browser is behaving correctly, you should also find that the 2nd main.js request is fulfilled entirely from the browser’s cache.

Can you specify what Help Center content is displayed per specific widget? For example, if I had a Section dedicated to a particular product type, could I make a widget for the web pages related to that product type, and have the Help Center search on those pages display only that section?

Those of you who want the capability to switch the text of the widget from "Help" to something else (like "Feedback") should go vote for this feature request: https://support.zendesk.com/hc/en-us/community/posts/204096076-widget-customization-please?page=1#community_comment_207655748. Thanks!

Unluckily, that’s not a feature that we have right now.

If an account is using multibrand.

Can a web widget be created for each brand to control which help center skill base content is searched?

@Paul, You can make one widget per brand.

@James Peterson, Do you know where I can find the instruction on how to create a unique widget for each of my brands?

This article explains adding a widget to the default brand.

I would like to inject the subdomain in the widget just like I can in the Feedback Tab.

@paul You can create a widget for your 2nd brand by going to Admin–> Channels –>Widget and clicking Add Widget. You can then repeat for any other brands so that you could set up one widget per brand.

I had a stab at the Widget feature and unluckily for our use case it just lacks too many features.

To get an idea of the type of implementations we are using here is one – http://businesscatalyst.com/contact and here is another – http://www.businesscatalyst.com/report-abuse

To sum up the top features we miss:

1. CSS customization – alot of people are asking for this

Two. running JS in the Widget. With the old feedback tab it was possible – pasting javascript code in the CSS customization window worked, I do realize this is a hack and officially unsupported

Three. the capability to have different widget instances. With the Feedback tab one could insert different instances to various pages, have submitted tickets tagged and treated differently in ZD (routed to different queues, etc)

There might be a way to get this done with the Widget but that would imply adding a custom-built field named "Source", have that hidden from the user and pre packed using JS or have a query param passed in the Widget’s iframe "src" (as we have done on http://www.businesscatalyst.com/report-abuse )

The Widget might be prettier (mobile friendly, better styled) but it lacks the plasticity and versatility of the Feedback tab.

Using Web Widget to embed customer service in your website – Zendesk Support

Using Web Widget to embed customer service in your website Go after

See the following articles for performing basic tasks related to the Web Widget:

For a accomplish list of documentation available for the Web Widget, see Web Widget resources.

About the Web Widget

The Web Widget shows up in the bottom corner of your website or Help Center. You configure the components you want in the widget, then add the widget code your website or Help Center.

You must be an administrator to set up and manage Web Widget.

About browsers supported by Web Widget

The Web Widget is supported on the following browsers as of January 23, 2017.

• Google Chrome: latest two versions
• Microsoft Internet Explorer: Internet Explorer eleven and Edge

• iOS Safari: latest two versions
• Android browser: latest version
• Chrome Mobile for Android and iOS: latest version

Understanding the end-user practice

In your widget, you can enable components to combine skill base search, live talk, and contact form.

If you have Contextual Help enabled, up to three suggested articles emerge below the search box. The suggested articles are determined by the page from which the end-user accessed the widget. For more information, see About Contextual Help for the Web Widget.

• Help Center is not enabled or has already been introduced to the user and
• Zendesk Talk is enabled and agents are online

When Zendesk Talk is enabled for the widget and agents are online, end-users have the option to commence a live talk.

When end-users click Live Talk, they can pack in the information, then embark talking with an agent.

• Help Center is not enabled or has already been introduced to the user and
• Zendesk Talk is not enabled or agents are not online and
• Contact form is enabled

When Zendesk Talk is not enabled for the widget or agents are not online, end-users have the option to leave a message, which creates a ticket.

When end-users click Leave us a message, they pack in the information, add any useful attachments, then send the ticket.

For a accomplish list of documentation available for the Web Widget, including administrator tasks and developer documentation, see Web Widget resources.

Comments

@Kristi, presently there is no method to add a more button. This sounds like an interesting feature, and it would be good if you could add a feature request for it over in our Product Feedback Forum so the issue can build up more visibility.

Why the web widget could not emerge in landscape orientation mode? Many tablet users browse web sites in this mode

@Arsenio I will create a support ticket for you

Is there any chance to rename the "Help" Widget? (e.g. Contact)

@Volunteer World – not presently, we’ll bear it in mind for the future.

@Aaron, can you give an indication on if you guys are even considering the switch that we can enable the Widget with only the helpcenter. For lots of reason we don’t always want to suggest an email or talk option as other contact options are better suited to answering a customer question.

For some reason it feels that Zendesk employs a "holier-than-thou" attitude with regards to how Brands should provide service when using your product.

No plans for a ‘Help Center only’ version of the Web Widget at the moment.

I’ll share your feedback with the Help Center team as we do want customers to provide articles in-context if they might be of use to the end-user.

I am evaluating zendesk for our team. I notice that it says the web widget is only available to ‘open zendesks’. Is there any work around for that with a closed zendesk? Or, any plans to make that available anytime soon?

My team is migrating back to Zendesk from UserVoice and I’m only now realizing that SSO is not supported with the widget. It’s very significant to us to know what accounts certain tickets are coming from. I spotted a few other people were asking for it as well. Is there any plan to support this in the near future?

Is it possible to have the widget button placed in a motionless position?

There isn’t a native way to fix the web widget to a particular position. I’ve not been able to find examples of this being done, but I suspect you could write JavaScript to relocate that component.

If you were using the Zopim talk widget, there’s a different API for that which does permit for this. If you figure out JavaScript way to do this, please post it here!

@Paul – there’s no workaround for using the Web Widget with a closed Zendesk at present and we do not have any rock hard plans for it.

@Joshua Unluckily SSO is not presently available in the widget, we may look into it in the future. Albeit not ideal, as a workaround you could use the ‘submitted from’ URL that comes in at the bottom of all Web Widget tickets (if that helps identify the accounts that tickets have come from).

@Johnd/Dwight – I do hear customers ask about positioning the widget more loosely. It’s something we’re thinking about for the future.

I got a question. I am using some tables to illustrate things in my Help Center. Everything works fine. The problem is when you want to see that Help Center entry via Zendesk Widget it shows no table and just the text which is in the table. So It is not possible to read it.. I got about thirty rows and three columns. Am i doing it wrong or is this a know issue?

The Feedback tab has an option for coming in a URL for company Privacy Policy. This is required for TRUSTe certification. Is there a comparable option for the widget?

Hi Rob, no, there isn’t presently a comparable option in the widget at the moment – thanks for bringing it to my attention.

@Lukas, this is a known issue with some elaborate tables and rendering them in the Web Widget. We’ll look into addressing this in the future.

Very first of all . It would be a yam-sized help if there is a way to search with in the ‘Comments’ of a page. I may not be raising this question/comment again.

Have a question/comment about web widget’s compatibility. Why would Zendesk not make the compatibility consistent across it’s products? Zendesk and help center are compatible from IE nine and above, while web widget is supported for only the latest two versions of IE. We are having serious difficulties explaining to our customers why some features does not work in a particular version of browser and while others does work.

We do attempt to keep compatibility consistent where possible. With the Web Widget, we make use of a number of modern web technologies that are simply not supported by Internet Explorer nine (hence the difference in browser compatibility).

I appreciate that not all organizations have the freedom to run the latest versions of web browsers but as the technologies we use are generally supported by most other browsers, this was the direction we chose to go.

On a related note, I believe Microsoft are pulling down support for IE9 on all operating systems apart from Windows Vista and Server two thousand eight from January 12th, two thousand sixteen – see more info here: https://support.microsoft.com/en-us/gp/microsoft-internet-explorer

I have noticed that the file the "Zendesk Widget script" geysers the "https://assets.zendesk.com/embeddable_framework/main.js" file twice on every request. (even on this page)

Why is that needed? sounds like a lot of overhead to me

Of course it will be cached, but why is it needed twice

Hi, Is there any way to hide/liquidate the link to the Help Center’s original article within the articles in the widget?

We will be more than blessed to provide guidance with the Web Widget, but unluckily, we are incapable to determine what you are attempting to do. Would you be able to elaborate more on what you are attempting to accomplish?

@Rutger, The double-tapped main.js and update.html are part of the release-based cache-refresh mechanism we use to ensure that visitors’ browsers re-request a copy of main.js only when a newer version is available. If the browser is behaving correctly, you should also find that the 2nd main.js request is fulfilled entirely from the browser’s cache.

Can you specify what Help Center content is displayed per specific widget? For example, if I had a Section dedicated to a particular product type, could I make a widget for the web pages related to that product type, and have the Help Center search on those pages display only that section?

Those of you who want the capability to switch the text of the widget from "Help" to something else (like "Feedback") should go vote for this feature request: https://support.zendesk.com/hc/en-us/community/posts/204096076-widget-customization-please?page=1#community_comment_207655748. Thanks!

Unluckily, that’s not a feature that we have right now.

If an account is using multibrand.

Can a web widget be created for each brand to control which help center skill base content is searched?

@Paul, You can make one widget per brand.

@James Peterson, Do you know where I can find the instruction on how to create a unique widget for each of my brands?

This article explains adding a widget to the default brand.

I would like to inject the subdomain in the widget just like I can in the Feedback Tab.

@paul You can create a widget for your 2nd brand by going to Admin–> Channels –>Widget and clicking Add Widget. You can then repeat for any other brands so that you could set up one widget per brand.

I had a stab at the Widget feature and unluckily for our use case it just lacks too many features.

To get an idea of the type of implementations we are using here is one – http://businesscatalyst.com/contact and here is another – http://www.businesscatalyst.com/report-abuse

To sum up the top features we miss:

1. CSS customization – alot of people are asking for this

Two. running JS in the Widget. With the old feedback tab it was possible – pasting javascript code in the CSS customization window worked, I do realize this is a hack and officially unsupported

Trio. the capability to have different widget instances. With the Feedback tab one could insert different instances to various pages, have submitted tickets tagged and treated differently in ZD (routed to different queues, etc)

There might be a way to get this done with the Widget but that would imply adding a custom-built field named "Source", have that hidden from the user and pre packed using JS or have a query param passed in the Widget’s iframe "src" (as we have done on http://www.businesscatalyst.com/report-abuse )

The Widget might be prettier (mobile friendly, better styled) but it lacks the plasticity and versatility of the Feedback tab.

Related video: