How to Add Chat Widgets from Intercom and Zendesk (and Other Platforms) to Refined Sites

Integrating Zendesk and Intercom with Refined-based Confluence and Jira sites is a simple five-step process.

Software subscriptions are exploding for businesses everywhere.

MarTech Today reports that the average 200-500-employee company had 123 SaaS platforms in 2019. Meanwhile, SaaS tracking platform Blissfully says the average enterprise is spending more than $4 million per year on software.

With so many different platforms intersecting across teams, functions, and needs, having the flexibility to integrate across platforms is more important than ever.

Integrations are core to our DNA at Refined, where we’ve built a business around making better use of the platforms already in your tech stack. As you probably know, Refined integrates with Atlassian platforms to help you create intranets, documentation sites, and support sites, but we can do more. In particular, you can integrate your Refined site with any platform that has a widget feature, including common support and custom relationship software like Zendesk and Intercom.

Here’s a quick guide to how it’s done.

Adding widgets to Refined sites

To integrate an external service with a Refined site, you can use the custom HTML setting located on the Site Configuration page in Refined admin. The only requirement is that the service you’re integrating has a widget. Note that any code you add here will apply the widget site-wide (see below if you only want the widget to appear on certain pages).

Go to: Refined Admin > Your site > Configuration and scroll down to Advanced Settings and drop in your code.

Add code to Advanced Settings in Refined for a site-wide widget.
Add code to Advanced Settings in Refined for a site-wide widget.

Adding widgets to stand-alone pages in Refined sites

If want to add your widget to specific pages, use the HTML Module.

Navigate to a landing page on your site, click “…“ in the top-right corner and then Menu > Edit Page > Add Module.

(If you can’t find the HTML module, make sure to enable HTML modules.)

Add code to an HTML Module in Refined for a single-page widget.
Add code to an HTML Module in Refined for a single-page widget.

How to add Intercom widgets to Refined sites

Intercom is a popular customer relationship platform with a chat widget that’s usually located in bottom right-hand corner of sites.

To integrate Intercom with your cloud Refined Confluence or Jira site:

  1. Navigate to Settings > Installation > Web in Intercom.

  2. Copy the code for the chat widget.

Widget code from Intercom.
Widget code from Intercom.

3. Add the Intercom code to your Refined site by navigating to Refined Admin > Your site > Configuration. Scroll down to Advanced Settings.

4. Click Activate Custom HTML.

5. Paste your code in the “At the end of BODY“ field.

Drop the widget code from Intercom into Refined.
Drop the widget code from Intercom into Refined.

You’re done! Here’s what an Intercom chat widget looks like on our Refined for Jira demo site:

An Intercom chat widget integrated with a Refined/Jira Service Management help center.
An Intercom chat widget integrated with a Refined/Jira Service Management help center.

How to add Zendesk widgets to Refined sites

Zendesk is a popular help desk platform that also allows you to embed a widget on your site. To add a Zendesk widget to your cloud Refined Confluence or Jira site:

  1. Navigate to Settings > Channels > Widget in Zendesk.

  2. Create your widget and copy the widget code.

Retrieve the widget code from Zendesk.
Retrieve the widget code from Zendesk.

3. Add the Zendesk code to your Refined site by navigating to Refined Admin > Your site > Configuration. Scroll down to Advanced Settings.

4. Click Activate Custom HTML.

5. Paste your code in the “At the end of BODY“ field.

Drop the widget code from Zendesk into Refined.
Drop the widget code from Zendesk into Refined.

You’re done! Here’s what a Zendesk chat widget looks like on our Refined for Jira demo site:

A Zendesk chat widget integrated with a Refined/Jira Service Management help center.
A Zendesk chat widget integrated with a Refined/Jira Service Management help center.

It’s that easy

You can add any widget from any platform to a Refined site by following the same steps outlined above. If you have questions along the way, reach out to our support team at support.refined.com.

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