The support widget

The widget puts your support on your own website: a small bubble that opens a conversation. Visitors ask in natural language; the AI answers from your public knowledge base; what it cannot answer becomes a support request your team receives as a ticket.

Enable and embed

1. Open Organization → Settings → Widget.

2. Enable it. ServiceOps shows an embed snippet:

   <script src="https://YOUR_SERVICEOPS_DOMAIN/widget/embed" async></script>

3. Paste it before </body> on the pages where support should appear.

Result: the bubble appears on your site; the conversation opens in your branding.

What visitors can do

• Ask questions — answered by the AI from public articles only. Internal knowledge is never reachable from the widget, whatever a visitor types.
• Leave a support request — when the AI cannot answer or the visitor asks for a human. The request arrives as a ticket, with the conversation attached, and the visitor leaves an email address for the reply.

Identified visitors

If your site has signed-in users, the widget can identify them to ServiceOps so their requests carry their identity instead of “anonymous visitor”. Configure the identity provider in the widget settings; unidentified visitors keep working, simply as anonymous ones.

Security

• The widget token identifies your organization, not any user — rotate it from the settings at any moment; the old embed stops answering.
• Rate limits protect against abuse of the public endpoint.
• AI usage from the widget appears in the usage ledger labeled as visitor traffic.