Freshservice lets you collect feedback and requests directly from your website, portal or any third party web page. This will allow users to submit a ticket to your service desk without having to look around for your self-service portal or remembering your support email.

In order to set it up, you can configure a feedback widget and put up the code snippet on your website. 

If you want it to be available across several pages,  you can setup a pop-up widget that will be displayed on the side of your screen and will open up a form when clicked. 

You could also setup an embed the widget which will directly show a form on the page of your choice. (for e.g. the Contact Us page).

The widget will display the ticket form with all the ticket fields you have configured inside Freshservice. You can also allow users to add screenshots or search through your knowledge base through the feedback widget.

Quick guide to customizing and adding a feedback widget:

  • Log into your Freshservice account as an administrator

  • Go to Admin > Channels > Other Channels > Feedback widget
    If your account has more than one workspace, navigate to Admin > Global Settings > Channels > Other Channels > Feedback widget.

  • You will see two tabs: One for the Popup Widget and another one for the Embeddable Widget

  • Under Popup Widget, configure basic information such as button type and background color. 

  • Please note that if you choose button type as image, you will have to paste the image link for your button.  

  • Choose the widget position and offset. You can position the widget on the top, bottom, right or left of the screen, and offset it by a specific number of pixels.

  • Once you're done with customizing the button, you can add customize the content of the feedback form. 

  • Use the toggles to choose if users will be able to take screenshots, attach files to requests or search articles in your knowledge base
  • If you are trying to use the feedback widget with SSL Encrypted pages, make sure you enable the Use HTTPS toggle.

  • Once done, copy the generated code snippet and click Save

  • If you are using the pop-up widget, paste the snippet anywhere between the <body> and </body> tag in your website or application

  • If you are using an embeddable widget, paste the snippet into the exact place where you would like to see the form

  • Remember to copy the snippet across all pages where you want to see it.