Posted by Nishi on 16 December 2022
With the Freshdesk help widget, you can embed solution articles and a contact form within your website or product. When your customers need help, they can open the widget to search through solution articles or to submit a ticket. You can watch this video to learn how to set up the help widget.
Here's a screenshot of the help widget with both solutions and the contact form:
If you don't have a knowledge base, you can use the help widget just to embed a contact form. Here's a screenshot of the help widget with the simple contact form:
Click on Create a new widget button. Give the widget a name relevant to where the widget will be embedded.
Select the type of contact form you want to embed. You can choose a simple contact form with just four fields — name, email, subject, and description. Or, you can choose a form that displays all the ticket fields that you've configured under Admin > Workflows > Ticket fields.
Give your form a title, a name for the submit button, and the message that needs to appear once your customer submits the form.
Apart from this, there are a few other options you can toggle on for the form:
You can also customize the look and feel of the help widget to match your brand. You can also remove the '⚡️by Freshworks' from the widget by toggling Freshdesk branding OFF under Admin > Account > Helpdesk Settings. Appearance customization of the widget is available for accounts from the Blossom plan. Read more about appearance customization here.
Frustration tracking is an experimental feature that helps you proactively assist your customers. It is available only on Garden 2019 & above. Frustration tracking helps track moments when your customers are frustrated with your website. For example, if there's a broken link or a button, your customers might typically click on it a couple of times when they're trying to get things to work. Read more about frustration tracking here.
Once you've chosen the customer service options that need to appear on the widget, and customized its appearance, you can go to the Embed code tab and copy the widget's code. Here's a sample embed code:
Paste this code into your website or product, where you want the widget. Click here to learn about embedding the widget on your Wix or Shopify site.
When you make changes to the widget's settings after you've embedded the code on your website or product, the widget will automatically (and instantly) reflect the new changes. You can watch this 30-minute webinar to learn how to set up the help widget.
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