Freshservice offers two types of widgets namely the Popup Widget and Embedded widget. You can configure this by navigating to Admin → Support Channels → Feedback Widget
You will have to take the respective Popup/Embedded Widget Code which is found at the bottom of each tab under Admin → Support Channels → Feedback Widget and then paste the code into your website’s HTML page depending on which page you need it to appear.
There are chances that the code copied from Freshservice would contain your CNAME for the portal and not the Freshservice domain URL. Please do check it once and also check if the URL is https supported for the feedback widget to work.It is better to use the default Freshservice URL here.
When configuring the support channels you would be able to configure where the widget should appear and obtain the corresponding code and paste it to your website for the changes to reflect.
If Mobile stylesheet is supported then we would be able to display Popup Widget in a mobile browser, you would be able to check if Mobile stylesheet is supported from Admin-->Helpdesk Rebranding-->Customise Portal-->Stylesheet.
When a ticket is raised through feedback widget we would be able to configure a workflow automator to check for the Source is Feedback Widget and then trigger an email to an agent in the system.
If we allow requesters to add CC on the new ticket form on end user portal, then the feedback widget would also allow the option to add CC.
If we are looking to change the button text for popup widget, we would be able to change that information from Admin-->Support Channels-->Feedback Widget. However, if we are looking to change the Submit button inside the Popup widget, we would have to customise the code on your website or where the widget is hosted to change the same
On the list view page, we would be able to identify if the ticket has been created through Feedback widget by looking at the icon for Source next to the quick actions available on the ticket.
The Feedback widget is displayed based on the helpdesk language set under Admin-->Helpdesk Rebranding section
Ticket fields which have been added to the end user portal new ticket page would be available by default on the Feedback widget and if we need to add additional fields, it would have to be done from Admin-->Form Fields, whereas the fields would be available on the end user portal as well.
It is not possible to change the order of fields in Feedback widget alone, however, you can change the order from Admin-->Form fields which would reflect on the support portal and Feedback widget as well.
Analytics presents you with pre-defined metrics that you can use to build reports and display the data in graphs and images. A report comprises many small reports called widgets that represent different metrics used to calculate business performances in Freshservice.
If you encounter the error “You’re not allowed to access this widget” while trying to view or edit a widget, perform the below checks to solve the problem.
- Check for restrictions in the custom-defined roles.
- Check for browser-related issues.
Check for restrictions in the custom-defined roles.
If specific users face this error, check if the user trying to view the widget has permission to view the module the widget represents. For example, if the user cannot view the widgets under the report, “Ticket Backlogs,” it could be because they have restricted access to view the tickets module.
Follow the below steps to check and enable permissions for a custom role,
Navigate to Admin from the menu.
Under the User Management section, select the Roles option.
Click on the role assigned to the user. Navigate to the Permissions section, and under the Tickets module, check if the View tickets option is selected.
If not, check the box next to the View tickets option.
Scroll down to the Reports module and check if the View tickets option is selected. If not, check the box.
Click on Update to save the changes.
The user will now be able to access the widget.
Perform the following actions to eliminate browser and network-related issues.
Clear your browser cache and cookies and check if the widget is accessible.
Log into Freshservice in incognito mode and access the widget.
Perform a hard refresh - Ctrl + Shift + R.
Check with your IT team if you have a stable internet connection and enough bandwidth to access Freshservice.
If the issue still persists, please reach out to support@freshservice.com with a HAR(HTTP Archive Format) file from your web browser to better understand the problem.
