Integrating Zendesk Chat with CloudRadial UCP

This guide shows you how to add the Zendesk messaging Web Widget to your CloudRadial UCP portal so users can start a conversation with your team from any portal page.

Note: Zendesk is retiring Zendesk Chat (the classic live chat product) on January 31, 2028. New Zendesk accounts use messaging only. This guide covers the messaging Web Widget. If you still run Web Widget (Classic), the same embed step applies, and Zendesk’s Chat-to-messaging migration hub explains how to move.

More details on their product can be found here: https://www.zendesk.com/

• Zendesk Chat Integration Instructions
• Sample Zendesk Chat Integration Instructions 

Zendesk Chat Integration Instructions

In Zendesk Chat:

1. Go to your Zendesk Chat dashboard
2. Open the Settings tab
3. Choose the Widget Settings to get your widget script
   • It will look similar to the code block below
4. Copy just the key value from the script (shown highlighted in red)

<!-- Start of cloudradial Zendesk Widget script -->
<script id="ze-snippet" src="https://static.zdassets.com/ekr/snippet.js?key=xxxxxxxx-xxxx-xxxx-xxxx-xxxxxxxxxxxx"> </script>
<!-- End of cloudradial Zendesk Widget script -->

In CloudRadial

1. Navigate to Partner > Settings
2. Select Integrations on the right (under the Configuration column)
3. Select the Zendesk Chat option on the left side
4. Paste in the key you copied above and select the Enable Zendesk Chat text box
   
   
5. Select Submit to save your settings
6. Next, select the Header Scripts option on the right-hand menu under Configuration
7. Add the following code to set the user's email and name from their CloudRadial login.

Your Zendesk Chat icon should appear at the bottom right of the screen after a refresh.

The user name and email are prefilled so when a chat is started. The result is that the user's name and email will appear in the chat automatically without requiring them to type them in. 

Sample Zendesk Chat Header Script

<script>
  function CloudRadialUserInit(email, displayname, companyname) {
    //console.log(email);
    //console.log(displayname);
    //console.log(companyname);
    zE('webWidget', 'prefill', {
      name: {
      value: displayname,
      readOnly: true // optional
      },
      email: {
      value: email,
      readOnly: true // optional
      }
  });
}

function CloudRadialUserLogout() {
  zE('webWidget', 'prefill', {
    name: {
    value: '',
    readOnly: false
    },
    email: {
    value: '',
    readOnly: false
    }
  });
}
</script>

Refresh your page and you should see the Zendesk Chat button appear at the lower right of the screen.