Configuring components in Web Widget (Classic)

Location: Admin Center > Channels > Classic > Web Widget


Note: This article applies to accounts using Web Widget (Classic). If you're using the messaging
Web Widget, see Configuring the Web Widget for messaging.
Before you add the Web Widget (Classic) to your website or help
center, you need to decide which components you want to include in Web Widget
(Classic) and then turn them on. For some components, you might need to go a step further and
configure additional settings. You must be an administrator to configure components in Web
Widget (Classic).
You can configure the Web Widget (Classic) to include any combination of these components:
Help center search and suggested articles
Zendesk Chat for live chat with an agent
Zendesk Talk for requesting a callback from an agent or viewing a phone number to
call
Note: The prefill API doesn't work with the Talk callback
form.

Contact forms for filing a ticket


For information about how components are presented to end users, see the section about Understanding the end user experience. For a complete
list of Web Widget (Classic) documentation, see Web Widget (Classic) resources.
This article includes these sections:

Configuring the Web Widget (Classic)
Configurable Web Widget (Classic)
components



Configuring the Web Widget (Classic)

The Web Widget (Classic) includes multiple components that you can turn on or off, or
customize. For example, you can add help, talk, and chat features, and contact forms. You
can configure security settings, change the color of buttons and text, edit user interface
text, and reposition Web Widget (Classic).
For detailed information about the components you can configure, see Configurable Web Widget (Classic) components (below).
To configure the Web Widget (Classic)



In Admin Center, click

Channels in the sidebar, then select Classic > Web Widget. If you are setting up the Web Widget (Classic) for the first time, a wizard
guides you through the process. Follow the on-screen prompts. After you complete the
wizard, you can view and change your options, if you want, by proceeding to the next
step.
If this isn't your first time setting up the Web Widget (Classic) skip
this step. The wizard doesn't appear for you.

From the Customization tab, configure your Web Widget (Classic) components (see
Configurable Web Widget (Classic)
components).
When you're done configuring components, click Save.
Note: Allow 10 minutes for
changes to the Web Widget (Classic) to propagate and appear in the Web Widget
(Classic).
Once you're done with this procedure, you're ready to complete the
steps described in Adding Web Widget (Classic) to your website or help center,
if you haven't already.






Configurable Web Widget (Classic) components

This table lists the Web Widget (Classic) components that you can configure from
Support.
If you want to customize the Web Widget (Classic) further, it's possible to do that using
the Web Widget (Classic) API, but you might need the help of a website developer. For more
information, see Advanced customization of Web Widget (Classic).








Setting
Description





Contact form


To allow customers to submit tickets from the Web Widget (Classic) leave the
toggle on. This option is on by default. If you don't want customers to be able to
submit tickets from the Web Widget (Classic), turn the toggle off. Tickets
submitted through the Web Widget (Classic) contain the tag “web_widget.”
You can use these options to control the name field in the default contact form
and ticket forms that appear in the Web Widget (Classic).


Show name field—Causes the name field to appear in the forms in the
Web Widget (Classic). To remove the name field from forms in the Web Widget
(Classic), clear this check box. By default, this option is on when the
Contact form toggle is turned on.


Required—Makes the name field a required field that users must
complete before they can submit the default contact form through the Web
Widget (Classic). To make the name field a required field, select this check
box. Otherwise, the name field is labeled as optional. By default, this
option is off when the Contact form toggle is turned on.



Keep in mind that if the Ticket forms toggle is on, ticket forms replace
the default contact form in the Web Widget (Classic). Also note that the
Contact form component isn't available when authentication is required for the Requests and Uploads API
endpoints.




Ticket forms




Note: Multiple ticket forms are not available on all Support plans.

To include multiple ticket forms in the Web Widget (Classic), turn the toggle on.
This option only appears if the Contact form toggle is turned on.
This option enables the end user to select any of your active ticket forms,
instead of seeing only the default Web Widget Contact form, and allows you to
customize which ticket forms are available based on the page the user is on.
If you need to set up ticket forms, click the Settings link. For more
information, see Using custom ticket fields and ticket forms with
the Web Widget (Classic).




Custom ticket fields




Note: Regular expression, Date, and Multi-select custom fields cannot be used in
the Web Widget (Classic).
To select custom ticket fields that you want to
include in the Web Widget (Classic) contact form, use the drop-down list.
This option only appears when you have enabled the contact form, and have
at least one custom ticket field that is editable by end users. See Adding a custom ticket field.
If you need to set up custom ticket fields, click the Settings link. For
more information, see Using custom ticket fields and ticket forms with the Web
Widget.




Chat



Note: You must have a Chat account to add Chat functions to the Web Widget
(Classic). If you don't have a Chat account, turning this toggle on has no
effect.
To include Chat features in the Web Widget (Classic), turn the Chat toggle
on.
You can click the Settings link to open the Chat dashboard (the Zendesk
Chat product interface), or open Chat from a browser. From there, you will
configure specific Chat features for use with the Web Widget (Classic) (see Setting up Zendesk Chat in the Web Widget
(Classic)).
You cannot add third-party chat applications to the Web Widget (Classic).




Help Center



Note: You must have a Guide account to add help center search to the Web Widget
(Classic). If you don't have a Guide account, turning on this toggle has no
affect.
To add help center search to the Web Widget (Classic), turn the toggle on.
To configure help center search settings, click the Settings link. Guide
will open and you'll configure settings from there.
If help center search is enabled in the Web Widget (Classic), you can filter
metrics for article views and searches that originate from the Web Widget
(Classic). For more information, see Analyzing help center search results with Explore and
Analyzing knowledge base activity with Explore.
Including restricted articles in help center search results
If you want to include restricted help center content in your Web Widget
(Classic) results, you need to configure some other settings as well. For more
information about using help center search with the Web Widget (Classic), see
Using restricted help center content with the Web Widget (Classic).




Contextual Help


To include Contextual Help in the Web Widget (Classic), turn the toggle on.
This option only appears when the Help Center toggle is turned on.
Contextual Help suggests articles to the end-user that may be relevant to them,
based on the page from which they accessed the Web Widget (Classic). For more
information, see About contextual help for the Web Widget (Classic).




Security settings


To restrict help center search results in the Web Widget (Classic) to
authenticated users on your website, click the Configure button and then
follow the on-screen instructions.




Talk


To include Talk in the Web Widget (Classic), turn the toggle on.
To configure Talk settings, click the Settings link. For more information,
see Configuring Zendesk Talk settings for the Web
Widget (Classic).




Zendesk logo


To remove the Zendesk logo in the Web Widget (Classic), turn the toggle off.




Theme color


To specify a custom color for the Web Widget (Classic), use the color picker.
After you choose the color, you can close the color picker by clicking away, on
any other part of the interface.




Theme text color


To specify a custom color for the text in the launcher, contact button, and
header, use the color picker. After you choose the color, you can close the color
picker by clicking away, on any other part of the interface.

If you select the Use default color based on theme check box, the Web
Widget (Classic) automatically chooses the text color for you based on the theme
color and using an algorithm to guarantee a minimum contrast ratio as specified by
the WCAG guidelines.




Position


To choose a position for the Web Widget (Classic), select a position from the
drop-down list. If you want the Web Widget (Classic) to appear in the bottom-right
corner of the page, choose Right. If you want it to appear in the
lower-left corner, choose Left instead.




Web Widget button text


To specify the text on the Web Widget (Classic) launcher, choose one of the
options from the drop-down list.




Contact form button text


To specify the text on the button that launches the contact form, choose one of
the options from the drop-down list.




Article Recommendations


Note: Article Recommendations is available on Zendesk Suite plans.
To add
Article Recommendations to your Web Widget (Classic), turn the toggle on. This
option only appears when the Help Center toggle is turned on.
For more
information, see Enabling Article Recommendations in the Web Widget
(Classic).








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