Which Zendesk widget do I have with my account and website?

Question

Does my account use the Chat widget or the Web Widget? What is the difference between the Chat widget and the Web Widget?

Answer

Which Zendesk widget you have with your account depends on aspects of your subscription: products, plan levels, and age.

Suite or at least Support + Chat (Team plan or higher) | Support only or Support + Chat (Lite plan) | Chat only
Web Widget, Web Widget (Classic)*, or Sunshine Conversations Web Messenger | Web Widget (Classic) | Chat-only Web Widget (Classic)

*If your subscription includes both Support and Chat on a Team plan or higher, or if you have a Suite plan, you can enable messaging and use the Web Widget, or disable messaging and use the Web Widget (Classic). If you have multiple brands, the widget you use might vary by brand.

To learn more about each option, use the links below:

Web Widget

Web Widget (Classic)

Chat-only Web Widget (Classic)

Sunshine Conversations Web Messenger

Web Widget

If you have the ticketing product and enable messaging, you use the Web Widget.

Manage Web Widget settings in Admin Center > Channels. Add channels, manage settings, and track all widgets. You can also set the estimated wait time and queue position. To learn more, see Configuring basic information for the Web Widget.

Web Widget (Classic)

If your subscription includes the ticketing system and the Chat product, but messaging is not enabled, you use the Web Widget (Classic). The Web Widget (Classic) lets you offer live chat with other features such as help center search, callback requests, and contact forms.

Manage primary Web Widget (Classic) settings under Admin Center > Channels ( ) > Classic > Web Widget. Manage chat-specific settings in Chat > Settings > Widget.

Learn more about the Web Widget (Classic) in Using Web Widget (Classic) to embed customer service in your website.

Chat-only Web Widget (Classic)

If you only have the Chat product, you use the Chat-only Web Widget (Classic). Access settings for this widget in the Chat dashboard under Settings > Widget.

Sunshine Conversations Web Messenger

Sunshine Conversations lets you create a highly customizable widget. Possible features include:

Share location

More form customization

Request payment

Scroll horizontally

To check if you use this widget, ask your developers. For more information, see Sunshine Conversations Web Messenger.

Note: If you integrate Chat and Zendesk Sell, the widget functionality can change.