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Widget/product association

Related products:Freshdesk
  • October 22, 2011
  • 5 replies
  • 26 views
M
Contributor

There should be a way to program the widget so that when it is displayed on SiteA.com it relates automatically with Product A. For what I can tell, all incoming messages from widgets cannot be differenciated from where the came.

5 replies

aravind.sundararajan
Skilled Expert
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Hello,


Although there is no default option to set this up, you can still associate tickets from a widget to a product portal setup in Freshdesk. All you have to do is to edit the source url in the widget code to include the product portal url. A sample widget code is shared below : 


<script type="text/javascript" src="http://assets.freshdesk.com/widget/freshwidget.js"></script>
<script type="text/javascript">
  FreshWidget.init("", {"queryString": "&widgetType=popup", "utf8": "✓", "widgetType": "popup", "buttonType": "text", "buttonText": "Support", "buttonColor": "white", "buttonBg": "#006063", "alignment": "4", "offset": "235px", "formHeight": "500px", "url": "<your product portal url>"} );
</script>


Cheers!

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W
Community Debut
  • wantok
  • Community Debut
  • August 1, 2018

We've tried this with a feedback widget, and it did not work as above (in the sense that product and group values on the tickets were not set). We did try this kind of thing:

"queryString": "&widgetType=popup&searchArea=no&helpdesk_ticket[group_id]=600099999&helpdesk_ticket[product_id]=6000008888"

 ... and it works for embedded forms (tickets are submitted with group/product set) but not for the widget (tickets do not have the group / product set).

aravind.sundararajan
Skilled Expert
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@Matt The product cannot be pre-filled by passing the value via Querystring. You might have to tweak the widget source url to point to the product portal so that the product field on the ticket gets filled automatically (please refer to my previous comment).


To populate the group value, make sure the field is made visible and editable for users on the portal (You can control this under Admin -> Ticket Fields section) and use the value helpdesk_ticket[group]=600099999 in Querystring.


Cheers!

Are you interested in learning more about how our services can help add value to your business? Check out our Professional Services - https://www.freshworks.com/professional-services/ to know more & get started.
V
Community Debut

To discuss this further and expand on the SiteA to ProductA relationship....  If we have site A + Product A; Site B + Product B; Site C + Product C - you get the flow... But the support widget is under the master platform how does it link that a click to support when in Site B is for Product B only ?



aravind.sundararajan
Skilled Expert
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@Victoriablagdon The url parameter in the widget decides the portal to which the widget gets associated to. All tickets raised from the widget will be attributed to the specific portal in Freshdesk.


Cheers!

Are you interested in learning more about how our services can help add value to your business? Check out our Professional Services - https://www.freshworks.com/professional-services/ to know more & get started.
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