You can navigate to Admin > Support Channels > Feedback widget to see the configurations available for this.
Do note that there are two types of feedback widget in Freshdesk:
You can access this link to understand the characteristics of these widgets and the customization options available for them to understand what is the best choice for your portal.
Please navigate to Admin -> Support channels -> Feedback widget -> and open the widget code tab (present at the right end of the header).
Kindly copy and paste the code available here onto the HTML template of your website or every page where you'd like to provide the Freshdesk widget. Ensure that this code is inserted before the </body> tag of this template.
This would enable the widget on your website and you would be able to reach out to them through the "feedback widget" tickets created in your portal.
Kindly ensure that you have copied and pasted the code before the </body> tag in the HTML template of your site.
Also, please check if you have copied the code for HTTPS and not HTTP on an SSL encrypted website. If not, do navigate to the feedback widget within Admin -> support channels -> where you could turn on the Use Https toggle and paste the code generated below - on your website.
Please navigate to Admin -> Support channels -> Feedback Widget -> where you would have two tabs - pop-up widget and embedded widget, each would have their own customization options.
Kindly choose the offset which gives you the ability to decide how far it could be placed from the corner of the button and also which side of the page it should be on which are available under "Customise button."
Please navigate to Admin -> Support channels -> Feedback Widget to see the configurations under customise form. Please toggle on the "Enable mobile view" to make the form accommodative in mobile screens.
This would ensure the form to be visible when accessed via a mobile.
Please note that this requirement can be met using a Dispatchr rule. Please navigate to Admin -> Helpdesk productivity -> Dispatchr rule -> click on new rule:
Condition:
- Source is Feedback widget
Action:
- Send email to Group/ agent (based on your use case)
Unfortunately, we do not have the functionality to add a CC in the feedback widget. However, when this creates a ticket on the portal, you would be able to add a CC on it.
This could also be automated through a Dispatchr rule. Please navigate to Admin -> Helpdesk productivity -> Dispatchr rule -> Click on new rule.
Condition:
Source is Feedback widget
Action:
Add a CC
Yes, you would be able to change the text on the form button from "Send Feedback" to something else.
Please navigate to Admin -> Support channels -> Feedback widget to see the option called "Form Submit Button" under customize form. Here, you could add the text that you would want to be displayed on the button. This has a limit of 16 characters.
Please navigate to the Tickets tab -> scroll down to source filter to the left of the list view -> where you could choose the "feedback widget" option. This would give you the tickets created from the feedback widget when your customer submits feedback through this on your website.
Also, On the ticket list view page, you will find the symbol of a folder embedded on the ticket created through a feedback widget.
The language for the feedback widget is the helpdesk language of your support portal.
Please have this checked under Admin -> General Settings -> Helpdesk where you could see the primary language of the portal.
Please navigate to Admin > General settings > Multiple products to see the various products listed here. The product will be assigned to the ticket based on the portal in which it is created.
If you would like to have a product-based feedback widget on your website, please navigate to Admin > Support Channels > Feedback Widget where the widget code has a default URL listed which could be replaced by the product URL.
For example:
<script type="text/javascript" src="http://assets.freshdesk.com/widget/freshwidget.js"></script>
<style type="text/css" media="screen, projection">
@import url(http://assets.freshdesk.com/widget/freshwidget.css);
</style>
<iframe title="Feedback Form" class="freshwidget-embedded-form" id="freshwidget-embedded-form" src="https://<insertproductportalurl>/widgets/feedback_widget/new?&widgetType=embedded&screenshot=No" scrolling="no" height="500px" width="100%" frameborder="0" >
</iframe>
For this, you need to have multiple support portals configured in different languages. Please navigate to Admin -> General Settings -> multiple products to see the list of portals.
The feedback widget for each portal would be available in the language configured for each of them which could be seen in Helpdesk settings under the Admin tab.
Yes, you can add additional fields to the feedback widget. Please navigate to Admin > Ticket fields > add the required custom field > click on it to be taken to the field properties.
Here, please check the boxes, 'display to customer' and 'customer can edit' to make it available on the feedback form.
Yes, you will be able to reorder the fields of the Feedback Widget from the default view that has Email, Subject, Description and then the custom fields below it.
Please navigate to Admin -> Support channels -> Feedback widget -> scroll down to the widget code to add '&widgetView=no' in src (in the case of Embedded Widget) and in the queryString (in case of Popup Widget).
Please navigate to Admin -> General settings -> Ticket fields where you could click on this field to open the ticket properties. Please uncheck "Customer can edit" option for customers.
This will disable that particular ticket field on the feedback form displayed to the customers.
You'll receive this error if the source that you have provided in the widget code is not secure. Please check if your Freshdesk URL is secure (https) and replace the URL with the https in front.
If your Freshdesk URL is not secure, you could place a request for an SSL certificate at support@freshdesk.com. As a workaround kindly toggle off "use https" in the Admin -> Support channels -> Feedback widget to prevent this error and until the SSL certificate is successfully processed.
