Table of contents

This article aims to provide you with information regarding the Zendesk Page Widget, what it entails (Guide and Support), and how to install it for your Happeo Pages.

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What is the Zendesk Widget?

The Zendesk Widget allows you to display your organization’s help center and support tickets on Happeo Pages. The Widget offers two types of Widgets, namely Zendesk Guide and Zendesk Support.

Zendesk Guide

Zendesk Guide (also known as Zendesk Help Centre) is a comprehensive self-service manual.

It enables access to your organization’s help center (if Zendesk is being used) and allows for simple navigation between various categories, sections, and articles. 

By installing the Zendesk Widget, users can benefit from having access to and searching for information that helps them obtain answers to their inquiries, which may be in various domains, such as HR, IT, Tech, and so forth.

Specifically, Page viewers can:

  • Navigate through the Zendesk Guide categories, sections, and articles
  • Search for articles from any level
  • View a single Zendesk Guide article on a Page
    • This is possible by selecting Help Center Article as the Zendesk Widget Type

Zendesk Support

Zendesk Support is a popover Widget that can be tailored to match your organization's branding colors. Users can instantly submit a ticket with this Widget and view a list of all tickets that have been submitted within Happeo Pages.

If, for instance, a User does not find an answer to their query, they can quickly submit their questions within Happeo and also track their tickets on the same Page if the Zendesk Widget is enabled. 

How to install the Zendesk Widget

As an Admin, you can navigate to:

  1. Admin Settings (by clicking on your Happeo avatar)
  2. Apps (Happeo’s App Marketplace)
  3. Select Zendesk Widget
    1. You can find it in the Pages tab or
    2. You can search for it in the search bar
    3. You can also find it in All apps under Uninstalled apps
  4. Click on Add to Happeo
  5. You will receive a prompt to set up the app. By clicking on Setup (either from the prompt or next to Share and Uninstall from the app’s navigation), you will be asked to enter your Zendesk instance

Zendesk_Guide_and_Support_on_Pages_2.png

Zendesk_Guide_and_Support_on_Pages_1.png

To use the Widget, you can:

  1. Navigate to a Page
  2. Within a section, select Add Widget
  3. Select Zendesk Widget from the Widget menu

Zendesk_Guide_and_Support_on_Pages_3.png

Using Zendesk Guide in Pages

After installing the Zendesk Widget and adding it to a Page, you will need to authenticate Zendesk. When you try to use the Zendesk Widget in a Happeo Page, a message will appear with a button that you can click on to authenticate Zendesk (this button will prompt you to log in and authenticate Zendesk).

Zendesk_Guide_and_Support_on_Pages_2.png

Help Center

  1. After authentication, when you click on the Widget, the Custom Widget Menu will appear on the right-hand side
  2. Under Zendesk Widget Type, you can select Help Center and the Zendesk Domain you wish to display on your Page
    1. By doing so, you can easily navigate through different categories, sections, or articles. After selecting an article, you can read it from the Page or navigate to other articles
  3. If you wish to adjust the Widget Style Settings, such as the Paragraph Styles or Widget Layout, you can do so by clicking on Widget Styles in the Custom Widget Menu
  4. You can also adjust the Widget height and choose to show the category and section descriptions from the Custom Widget Menu

Zendesk_Guide_and_Support_on_Pages_4.png

Help Center Category

  1. When you click on the Widget, the Custom Widget Menu will appear on the right-hand side
  2. By clicking on Help Center Category under the Zendesk Widget Type in the Custom Widget menu, you can showcase a Help Center category from Zendesk
  3. Also, remember to select the  Zendesk Domain you wish to display on your Page from the Custom Widget menu under Zendesk Domain
  4. To add a category to your Happeo Page, you can copy the Zendesk Category ID
    1. When you are viewing a Zendesk category, there are a series of numbers that you can copy from the URL, usually after the /categories/ part of the URL
  5. Paste this series of numbers in the ID field within the Custom Widget menu on your Happeo Page
  6. If you wish to adjust the Widget Style Settings, such as the Paragraph Styles or Widget Layout, you can do so by clicking on Widget Styles in the Custom Widget Menu
  7. You can also adjust the Widget height and choose to show the category and section descriptions from the Custom Widget Menu

What if no category is found?

Please make sure that you have selected the correct Zendesk domain to which the category you want to show belongs.

Help Center Section

  1. When you click on the Widget, the Custom Widget Menu will appear on the right-hand side
  2. By clicking on Help Center Section under the Zendesk Widget Type in the Custom Widget menu, you can showcase a Help Center section from Zendesk
  3. Also, remember to select the  Zendesk Domain you wish to display on your Page from the Custom Widget menu under Zendesk Domain
  4. To add a section to your Happeo Page, you can copy the Zendesk section ID
    1. When you are viewing a Zendesk category, there are a series of numbers that you can copy from the URL, usually after the /sections/ part of the URL
  5. Paste this series of numbers in the ID field within the Custom Widget menu on your Happeo Page
  6. If you wish to adjust the Widget Style Settings, such as the Paragraph Styles or Widget Layout, you can do so by clicking on Widget Styles in the Custom Widget Menu
  7. You can also adjust the Widget height and choose to show the category and section descriptions from the Custom Widget Menu
  8. You can also adjust the Widget height and choose to show the category and section descriptions from the Custom Widget Menu

What if no section is found?

Please make sure that you have selected the correct Zendesk domain to which the section you want to show belongs.

Help Center Article

  1. When you click on the Widget, the Custom Widget Menu will appear on the right-hand side
  2. By clicking on Help Center Article under the Zendesk Widget Type in the Custom Widget menu, you can showcase a Help Center article from Zendesk
  3. Also, remember to select the  Zendesk Domain you wish to display on your Page from the Custom Widget menu under Zendesk Domain
  4. To add an article to your Happeo Page, you can copy the Zendesk section ID
    1. When you are viewing a Zendesk article, there are a series of numbers that you can copy from the URL, usually after the /articles/ part of the URL
  5. Paste this series of numbers in the ID field within the Custom Widget menu on your Happeo Page
  6. If you wish to adjust the Widget Style Settings, such as the Paragraph Styles or Widget Layout, you can do so by clicking on Widget Styles in the Custom Widget Menu
  7. You can also adjust the Widget height from the Custom Widget Menu

What if no article is found?

Please make sure that you have selected the correct Zendesk domain to which the article you want to show belongs.

Using Zendesk Support in Pages

After installing the Zendesk Widget and authenticating Zendesk, in the Custom Widget sidebar in Happeo under Zendesk Widget type, you can select Support

Note that you must complete these steps before you can use Zendesk Support in Pages:

  1. Copy and paste a Zendesk script in the code snippet section in the Page WidgetZendesk_Guide_and_Support_on_Pages_6.png
    1. Note: The script is only accessible for Zendesk Admins
    2. Go to Zendesk Admin Center
    3. Click on Channels in the sidebar
    4. Select Classic > Web Widget
    5. Click on the Setup Tab if it has not already been selected
    6. Under the code box, click Copy To Clipboard
    7. Paste the script in the code snippet section on the Happeo Page
  2. If the snippet works, a preview will appear on the bottom left corner of the widget, where you can click on Support to preview the pop-over button
  3. Click on Save in the Widget navigation

Zendesk_Guide_and_Support_on_Pages_4.png

You can find the link to Zendesk Guide to Adding Web Widget here.

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After saving your changes, a Support button will appear at the bottom of your screen.

By clicking on the Support button, visiting users can submit a support ticket as well as attach files to the ticket. 

Zendesk_Guide_and_Support_on_Pages_8.png

To customize the buttons, you can do so by editing the:

  • Button text color
  • Title of the button
  • Header and button color

You can also check the box called Show ticket history, which will enable visiting users to view their Zendesk ticket history (visible as a Widget on the Page).

These options can all be found in the Custom Widget Menu on the right side.

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