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 show as a small tab on the side of your screen and will open up a form when clicked. You could also setup an embeddable widget which will put a form directly on one of your pages (for e.g. the Contact Us page).

Either way, the widget will display the ticket form will all the ticket fields you have configured inside Freshservice automatically. You can choose to allow users to attach screenshots, take screenshots or search through your knowledge base through the feedback widget.

Quick guide to customizing and adding a feedback widget:

  • Login to your Freshservice account as an administrator

  • Go to Admin → Feedback Widget

  • Specify the text content that you want to appear on the widget tab

  • Choose a background color for the widget tab

  • Alternatively, you can also upload a custom background image. If you just want to use your custom image, consider leaving the previous Feedback text field blank.

  • 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.

  • 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 are enable the 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.