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Web Widget Classic missing

  • March 28, 2024
  • 3 replies
  • 60 views
ROCA|M&M

Hi, we are missing the Web widget classic on the Zendesk Admin. Does somebody know how we can activate it and what implication does it have? 

Do be more precise if I go to Channels → Classic → there should be the classic web widget in which you can utilise the custom forms but on our side is missing. 

Best answer by Plo

Hi Mustafa,
 
Yes, you're correct, the setting to add a custom form in the web widget (classic) can be found in the basics tab as shown in the steps below:
 
To enable ticket forms in your Web Widget (Classic)
 
  1. CIn Admin Center, click Channels in the sidebar, then select Classic > Web Widget.
  2. In the Basics tab, select the Contact form checkbox and then select the Ticket forms checkbox.
  3. Click Save.

 
This may not show if the contact form is unchecked as shown below:
 

 
You can check this article for your reference:
Enabling multiple ticket forms in the Web Widget (Classic)
 
I hope this helps. Please let us know if you have further questions. Thanks!

      3 replies

      Paolo14
      • Paolo14Employee
      • Employee
      • March 31, 2024
      Hi Gabriel,
       
      This could happen if Messaging is enabled for your account. If you have a multi-brand account, you may enable Messaging for your Web Widget (Classic). More information here.
       
      Best,
      Paolo | Technical Support Engineer | Zendesk
        mustafa14
        • mustafa14
        • January 7, 2026

        How can I enable the Classic Web Widget in Zendesk to display a custom form? It used to appear under the Classic tab, but it is currently hidden.

        P
        • PloEmployee
        • Employee
        • Answer
        • January 8, 2026
        Hi Mustafa,
         
        Yes, you're correct, the setting to add a custom form in the web widget (classic) can be found in the basics tab as shown in the steps below:
         
        To enable ticket forms in your Web Widget (Classic)
         
        1. CIn Admin Center, click Channels in the sidebar, then select Classic > Web Widget.
        2. In the Basics tab, select the Contact form checkbox and then select the Ticket forms checkbox.
        3. Click Save.

         
        This may not show if the contact form is unchecked as shown below:
         

         
        You can check this article for your reference:
        Enabling multiple ticket forms in the Web Widget (Classic)
         
        I hope this helps. Please let us know if you have further questions. Thanks!
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