The Self-Service Widget is a lightweight, embeddable help center interface that lets your website visitors access self-service support resources—like articles and collections—without leaving the page. It appears as a floating button visitors can click to open a searchable help panel, reducing support ticket volume by enabling users to resolve issues independently.
By embedding the Self-Service Widget, you provide instant access to your help center content right where your users are, improving their experience and reducing support load.
How it works
For your users
Website visitors see a small, rounded button with a question mark icon. Clicking this button opens a help panel where they can:
Search for articles using natural language
Browse featured articles or categories
Read articles directly in the widget
Close the panel and return to browsing your site
For your team
You embed the widget by adding a simple script to your website. No technical configuration required—customize the appearance and behavior via the Ferndesk dashboard, then copy the embed code to your site.
Core features
Search functionality
Visitors can search your knowledge base using simple keyword queries. The widget displays matching articles with titles and excerpts, allowing users to find answers quickly.
Article browsing
When visitors click an article link (either from search results or a featured list), the article opens inside the widget. They can read the full content and navigate back to the list.
Collection organization
If your help center uses collections, the widget can display them as browsable categories, helping users explore topics by type (e.g., "Billing," "Getting Started," "Troubleshooting").
Multiple presentation modes
The widget supports different ways to display content:
Widget mode (default): Content opens inside the help panel.
Sidebar mode: Content slides in from the right edge of the page.
Modal mode: Content opens in a centered pop-up overlay.
Inline mode: Content expands near the element your visitor clicked (e.g., next to a "Learn More" button).
Responsive design
The widget automatically adapts to desktop, tablet, and mobile screens. On mobile, the button spans the full width at the bottom, and the help panel expands accordingly for easy interaction.
Auto-open capability
You can configure the widget to automatically open when a page loads, or trigger it programmatically via links or buttons on your site.
Analytics tracking
The widget tracks user interactions—opens, impressions, and article views—so you can measure which help content resonates most and identify support gaps.
Use analytics to find which articles are being viewed most. This data helps you identify popular topics and refine your support strategy.
Who can use it
Website visitors
Anyone visiting your site can access the widget with no login required. Interactions are read-only and anonymous.
Site administrators
You set up, customize, and maintain the widget via the Ferndesk dashboard. You control which articles appear, how the widget looks, and where it's embedded.
Key benefits
Reduced support tickets: Users find answers immediately without contacting support.
Improved user experience: Help is always one click away, no page navigation needed.
Lower operational costs: Self-service support scales without adding support staff.
Data-driven insights: Track user behavior to improve your knowledge base content.
Easy integration: No complex setup—just copy and paste a script into your site.
Supported browsers
The widget works on all modern browsers, including Chrome, Firefox, Safari, and Edge. If a visitor uses an older or unsupported browser (ex. Internet explorer), they may see a degraded experience or no widget at all.
The widget is hosted on Ferndesk's secure CDN and requires minimal JavaScript. It won't significantly impact your site's load time or performance.
What's next
Follow the steps to embed the Self-Service Widget on your site.
Understand the Ferndesk SDK for programmatic control.
Check out Using Help Center Analytics to Improve Your Content to track widget performance.