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Widget not embedding

When adding the widget code to our internal site and another test site, the widget was not displayed. It did only display the 'Contact' button but nothing else. 


Any idea why this might be happening?

1 answer

0 votes

Hello Gerardo,

Welcome to Atlassian Community!

When using the widget, it will show only the button and customers will have to click on it to show the text box. When they search for something, it will appear the request types for them to create tickets.

Screen Recording 2020-10-15 at 09.57.00 AM.gif

Can you please let us know if it shows anything when clicking on it?

Is it showing any error on the widget's page when you enable or save it?


Hi Angélica,


Thanks for your reply. I was able to add the widget, however, I am now wondering if it's possible to change the behavior so the help desk widget is open all the time instead of clicking on the button to open it.



Thank you for the details, Gerardo.

There is a workaround to make the widget open automatically.

<script add your widget script here </script>

<script type="text/javascript">


//gets the iframe on which the widget is embedded

let iframe = document.querySelector('#jsd-widget');

//gets the content of the iframe

let iframeContent = iframe.contentDocument;

//gets button which opens the widget

button = iframeContent.querySelector('#help-button');;

}, 1000)


Please, give it a try and let us know how it goes.

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