Setting up Feedback Widgets - Zoho Desk Knowledgebase

Setting up Feedback Widgets

A portable version of the Advanced Web Form, the Feedback Widget can be added to your website. The widgets can be customized for their field values, language, appearance and their position.

Benefits of the Feedback Widget
Unlike the Advanced Web Forms, the Feedback Widget allows your customers to:
  • Fill in the predefined fields to raise a support request
  • Find answers to their questions using the suggested articles and discussions from your KBase and Community respectively
  • Engage with your agents over Live Chat
  • Take screen grabs and upload them to add more context to their support requests
Once you create a widget, you can add it to your website as a web embed; load it in pop-up or display in an iframe.

Create a Feedback Widget in three simple steps
  • Customize the form - Rename the default form fields according to your requirements.
  • Specifying the form details - Add details such as department (where the tickets will be created after the form is submitted), language and the message to be displayed on form submission.
  • Use source code to embed - Embed the form using the HTML code generated for Popup, Embed or iFrame.

Create a Feedback Widget
You can create Feedback Widgets as you may require and map them to your departments in Zoho Desk. Please keep in mind that you can add only one feedback widget per department.
To create a feedback widget:
  1. Click the Setup icon (  ) in the top bar.
  2. In the Setup Landing page, click Web Forms under Channels.
  3. In the Feedback Widget page, click Create Feedback Widget.
    If you have already created a widget, click New Feedback Widget in the upper right area.
  4. In the Widget Details page, do the following:
    • Customize the form
      • Click the Edit icon (  ) corresponding to the default field values to edit them.
        You cannot edit the Name and Email fields as they are mandatory for a ticket.
      • Click the toggle button corresponding to Word Verification to turn off or on the captcha in the widget.
      • Click the toggle button corresponding to Attachment to allow or disallow your customers to upload files.
      • Click the toggle button corresponding to Screen Shot to allow or disallow your customers to attach screen grabs.
      • Click the toggle button corresponding to Live Chat to allow or disallow your customers to initiate chat sessions.



    • Specify the form details
      • Select a Department from the drop-down menu.
        The tickets created from customer feedback will be added to this department.
      • Click the Language drop-down menu and choose a language for your widget.
        The widget will appear in the language specified here.
      • Specify the Success Message to be displayed upon valid completion of the form.
      • Enter the Title for the Feedback Widget.
        The title you enter will be displayed on the floating widget when you use pop-up as the embed option.
      • Pick a color for the Background and the Font.
        If you know the Hex value, you can enter that, or select a color from the palette.
      • Specify which Position on the screen the widget should appear on your website.
        You can choose between Left, Right, Top and Bottom.
      • Specify the Offset for the widget.
        The offset value will determine the distance between the widget and the edge of the screen.
      • Click Save.



    • Use source code to embed
      • Copy the HTML code and paste it in the website where you want the widget.
        You can choose to embed the widget; as a popup, web embed or in an iFrame.
        Important: Embed the widget as a popup for your customers to receive contextual help from the Knowledgebase and Community.
      • Click Done.



Note:
  • Your customers can attach up to 5 files (including attachments and screenshots) when they submit the form.
  • The size of the file to be attached should be within 20 MB.
  • The knowledge base section can be hidden from the widget by disabling Display articles in the Help Center option.
    You can manage this setting under Knowledge Base [Module] >> Manage >> Access.
  • The knowledge base section can be hidden for unregistered users by enabling Customers must register to access Help Center option.
    You can manage this setting under Setup >> Help Center >> Access Settings.
  • The Community section can be hidden from the widget by disabling Display community in the Help Center option.
    You can manage this setting under Setup >> Help Center >> Access Settings.
  • The Live Chat option is displayed only when the channel is enabled, and at least one agent is available to answer chat messages.

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