Advanced Widget Customization with the Web SDK Follow

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6 comments

  • Avatar
    Kundenbetreuung

    Hi there,

    sounds like an interesting idea. However this Web SDK seems to require a lot of coding as well as the API before. That is a bummer.

    Is it not possible for you to develop some more options to choose from within the dashboard so that Zendesk Chat users that are not experienced with coding have also the possibility to customize the Chat widget a little further?

  • Avatar
    Ramin Shokrizadeh

    Hi Kundenbetreuung,

    Can you let us know what specifically you want to customize with the out-of-the box widget? Most of the customization flexibility is done via the Javascript APIs and the Web SDK, with the Javascript APIs having a lower barrier to implement.

    There is a community tip with a tool to make using the JS API easier: https://chat.zendesk.com/hc/en-us/community/posts/220552687-Free-widget-customization-tool

    -Ramin

  • Avatar
    Kundenbetreuung

    Hi Ramin, thanks for your reply.

    We've posted a lot of ideas directly within your feedback forum and you always told us that we can only do this by using Web SDK or API.

    However, I think it does not make sense to tell you all the requests again, because they can be already found in the feedback forum.

    Overall it is kind of disappointing that there is - compared to a lot of other live chat competitors out there - not that much of customization options directly within the dashboard.

    We think that Zendesk is still more focusing on HelpDesk and Email ticketing software. Is that right?

    It would be nice if you'd start to offer some more options for the Chat product as well because there are so many other chat competitors out there and we are thinking about changing to another one for a longer time already.

    Thanks.

  • Avatar
    Ramin Shokrizadeh

    Thanks Kundenbetreuung. I have commented on all your previous requests in the product feedback forum, was more curious if you had anything else.

    For significant customization functionality, we believe that allowing for Javascript APIs and now the Web SDK is the best route forward. Most customization requests are very specific to a customer or brand and it doesn't make sense to make the product/settings more complicated to please the minority of our customer base. 

    Zendesk is still fully committed to Chat, the Singapore office is primarily working on improving the chat product.

    -Ramin

  • Avatar
    Joerg Klaas

    Hi, are there already recommendations/experiences on building chatbots instead of the currently rule-based responses? That would be a great improvement...

  • Avatar
    Ramin Shokrizadeh

    Hi there Joerg,

    Good question, we have a couple customers exploring the bot integration but nothing is live in terms of examples or testimonials that I can share with you. Most are using 3rd party bot frameworks and append the bot chat log to the Chat session using the sendChatMsg Web SDK API when it needs to be handed over to a real human agent. 

    As more customers adopt the Web SDK and build bot integrations, we can look into building additional content on best practices to share with others interested in building something similar.

    -Ramin

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