Widget for Clients
The Support Widget is a JavaScript component that you embed on your website. It allows clients to submit tickets and track their status without leaving your application.
How It Works
- You create a desk in the Helpdesk module
- You copy the widget code from the desk settings
- You paste it on your website
- Clients can submit tickets directly from your site
Embedding the Widget on a Page
To add the widget to your site, paste the following code before the closing </body> tag:
<div id="intum-helpdesk-widget"></div>
<script>
var IntumHelpdeskWidget = {
account_url: "https://youraccount.intum.pl",
desk_token: "DESK_TOKEN",
locale: "en"
};
</script>
<script src="WIDGET_URL"></script>
You’ll find account_url and desk_token in the desk settings, in the Widget tab.
Client Data
If your application knows the logged-in user’s data, pass it in the configuration - the widget will automatically fill in the form and link the ticket to the client:
<script>
var IntumHelpdeskWidget = {
account_url: "https://youraccount.intum.pl",
desk_token: "DESK_TOKEN",
locale: "en",
client_external_id: "CRM-123",
client_email: "[email protected]",
client_name: "John Smith",
client_url: "https://client.fakturownia.pl",
client_plan: "Premium",
user_external_id: "USR-456",
user_email: "[email protected]",
user_name: "User",
user_phone: "+48123456789",
signature: "HMAC_SIGNATURE"
};
</script>
The client_external_id field is key - without it, the client won’t see a list of their previous tickets.
URL Parameters
The widget responds to parameters in the page URL. This lets you create links that immediately open the widget with a pre-filled form or a specific ticket.
Opening a Specific Ticket
The n parameter opens the ticket with the given number:
https://your-site.com/help?n=2616-2
The widget will load and immediately show the details of ticket #2616-2 (if it belongs to the given client). Useful, e.g., in email notifications - the link leads straight to the ticket.
Pre-filling the Form
Parameters title, content, priority, and c let you open the widget with a ready-made new ticket form:
| Parameter | Description |
|---|---|
title |
Ticket title |
content |
Ticket content |
priority |
Priority: low, normal, high, urgent
|
c |
Category code - sets the ticket category |
If any of these parameters is provided, the widget immediately opens the new ticket form (instead of the list).
Example - a link to report a bug with a pre-filled title and category:
https://your-site.com/help?title=Login+problem&c=bugs&priority=high
Parameters can be combined freely. E.g., just c=billing opens the form with the billing category set, and title=Question opens the form with the title filled in.
Widget Capabilities
- Ticket form - the client provides a title, content, priority, and optionally a category
- Ticket list - the client sees their previous tickets and their statuses
- Ticket details - the client can view team responses
- Comments - the client can reply to a ticket
- Attachments - ability to add files (up to 10 MB)
Client Identification
The widget can automatically identify clients based on data passed in the embed code:
- Email and name - pre-filling the form
- Client ID - linking to a client in CRM
- Plan - information about the client’s plan
If client data is not provided, the widget will display an identification form.
Security
The widget supports HMAC-SHA256 verification - when a desk has the security level set to “signature”, each request must contain a valid signature computed from the desk’s secret key. This prevents impersonation of clients.
Controlling Widget Visibility
In the desk settings (Widget tab) you can control which pages the widget appears on. This way you don’t need to modify the code on the page - everything is configured from the Intum panel.
Show Rules (URL Show Rules)
A list of URL patterns where the widget should appear. If specified, the widget will appear only on pages matching the patterns. Each pattern on a separate line.
Example:
https://example.com/dashboard*
*/app/*
The widget will appear only on pages starting with /dashboard or containing /app/ in the path.
Hide Rules (URL Hide Rules)
A list of URL patterns where the widget will not appear. Each pattern on a separate line.
Example:
*/admin/*
*/settings*
*/login
The widget will be hidden on admin pages, in settings, and on the login page.
How Patterns Work
-
*replaces any string of characters - Patterns are matched against the full page URL
- Hide rules take priority over show rules
- If you don’t specify any rules, the widget appears on all pages
Customization
- Color - customize the widget color to match your brand (set in the desk)
- Help text - add informational text displayed above the form
- Categories - the client can choose a ticket category (each can have its own help text)
- Language - the widget supports: Polish, English, Ukrainian, German, French, Spanish, Czech, Slovak
Public Ticket Link
Each ticket has a unique token and public URL - you can send it to a client via email. The client can use it to view the ticket and add comments without logging in.