Source evidence

Customize the widget form.

Zendesk Support for WordPress · support · 2017-03-02T21:55:00+00:00

Zendesk Support for WordPress plugin evidence original source source API

complaintsentiment

mediumseverity

0.81relevance

1replies

Evidence linked to opportunitycommercial context

Proof Health

Open evidence

Commercial opportunities need traceable source links before they are treated as build-worthy.

5 / 24 rows with source links

20.8% of this page's analysis has direct source links.

0 build-decision rows missing links

0 rows here require auditable proof before promotion.

19 rows with no attached evidence

0 rows have source counts but still need direct links.

Conversation

support

Ron Killian unresolved

Although this is a great system that has worked perfectly for me, there is one big issue. The problem is the lack of being able to customize the widget form. There is little customization that can be done. For example, I would like to be able to add some text that asks people to check my FAQ page (with a link) before submitting a support ticket. I am happy to help my customers, but so many support questions could be answered by my FAQ page. They could get their answer right away, no waiting on me to reply. Others have mentioned this as well. Hi Ron, I would recommend that you try out Contextual Help for the web widget. The widget displays relevant Help Center articles to your customers depending on which page they’re on. ( https://support.zendesk.com/hc/en-us/articles/203908456-using-web-widget-to-embed-customer-service-in-your-website?page=4 ) .Should this not suite your needs, my next advise is for you to post to our product feedback forum ( https://support.zendesk.com/hc/en-us/community/topics/200132066-Product-feedback ) so that we can assist you further. Thanks! Ian

Commercial Context

Opportunity

support triage and conversation operations

Customer Support operations workflow for reducing support load and keeping customer conversations moving

Buyer: support-heavy site owners, agencies, and community operators

Wedge: triage repeated customer support threads, failed replies, knowledge gaps, and escalation workload

Proof Blocked card complete market

Analysis

heuristic-v1

Summary: Customize the widget form.: users show bugs, missing feature, support pain that may indicate a product gap.

Evidence quote: Customize the widget form.

Affected feature: form

bugs missing feature support support

Plugin

API

Zendesk Support for WordPress

2.0K active installs · 139.1K downloads · rating 40.0

customer support help desk helpdesk support zendesk

Comments

1 shown

zendesk_official 2017-03-29T08:22:00+00:00

Hi Ron, I would recommend that you try out Contextual Help for the web widget. The widget displays relevant Help Center articles to your customers depending on which page they’re on. ( https://support.zendesk.com/hc/en-us/articles/203908456-using-web-widget-to-embed-customer-service-in-your-website?page=4 ) .Should this not suite your needs, my next advise is for you to post to our product feedback forum ( https://support.zendesk.com/hc/en-us/community/topics/200132066-Product-feedback ) so that we can assist you further. Thanks! Ian