SupportUpdated
Website widget
Add a support button to your own website, so visitors can search your help articles and send you a message that arrives in Spodus as a ticket.
The website widget puts a round support button in the bottom-right corner of your site. Visitors click it to search your help articles or send you a message, without leaving the page.
Before you start
- Support must be turned on. See Turn modules on and off.
- You need to be able to edit your website's HTML, or ask whoever can.
Add the widget to your site
- Go to Support > Settings and click Website widget.
- Under Install snippet, click Copy embed snippet.
- Paste the snippet just before the closing
</body>tag on every page that should show the widget.
What visitors see
Clicking the button opens a small panel with your workspace's name.
- Search for help searches your published articles. Before they type, a few articles are listed. Click an article to read it in the panel.
- Under Still need help?, they fill in their name, Email address and How can we help?, then click Send message.
After sending, they see Message sent and their request number. Spodus emails them a link to follow the request. Visitors whose address doesn't match one of your contacts also see a Tracking code and a Check status link to your help portal.
Where the messages go
Each message arrives in Support as a new ticket from the Web form channel. Its subject is the start of the message. Your routing rules pick its team, and you answer it like any other ticket. Your reply reaches the visitor by email.
The widget sends messages, not live chat. See Answer tickets.