ARTICLE SUMMARY
This article explains the purpose of our Web Widgets, how they work, and how to edit them. Additionally, at the end of this article you can find article from ZenDesk that explain more about the Web Widget.
TABLE OF CONTENTS
Purpose
There are many different uses for ZenDesk's Web Widget (Classic). For right now, we are using the Web Widget to recommend articles to users when they ask a question. The Web Widget has the ability to recommend up to three articles. Also, our Web Widget has the ability for users to submit ticket through its interface.
As of right now, the Web Widget is still in its testing phase. You can find our test Web Widget on the ZenDesk Staging Help Centre.
How it Works
The Web Widget is a very clean feature ZenDesk provides. In this section, I will explain how it works.
The user accesses the Web Widget from the button located at the bottom-right side of the screen. Right now, the button says '? Support,' but this feature can be changed, which I will go over in the next section.
Once they click that button, the pop-up chat opens up, and the bot asks the user to type their question. After they type their question, the bot searches our knowledge base for related articles. The bot cannot forward restricted articles — only article with 'everyone' viewing permission levels.
If the user still needs help, they select the 'get in touch' button and 'leave a message,' and they fill out a ticket request. It is as simple as that!
How to Edit
Editing the Web Widget is really simple. All you have to do is go into the 'Admin Centre' in the 'Channels' section, and click 'Web Widget' under 'Classic.' Here, you can see that each brand has its own Web Widget. Find the one you need to edit, and select it.
Once you select the Web Widget you wish to edit, you will see that there is a Customization and a Set-up tab. The customization tab is used to change the features of the Web Widget, and Set-up is used to add it to your Help Centre. Like I mentioned previously, under the customization tab you can change the Web Widget button location and what it says.
After you finish editing, make sure you click 'Save' at the bottom of the page. It will take a bit for the changes to show up on your Help Centre, but no more than a day. If you are having issues, send in a ticket with ZenDesk.
ADDITIONAL RESOURCES
Here, I have linked helpful articles from ZenDesk that explain the Answer Bot and Web Widget in more detail. Feel free to have a look and submit a ticket with either ZenDesk or our Help Desk if you have any questions.
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