Plan requirement
| Subscription | Any plan |
| Access | Admin |
The script lives in your website, not in Zendesk. Three places to look, in order of likelihood.
Getting the code to install
That part is in Zendesk: the messaging channel settings show the script for each brand's widget, ready to copy.
Finding where it already is
1. Your content management system
Usually a global setting for scripts, a theme header or footer file, or a plugin for third-party scripts. That is where somebody put it, and it is where to change it.
2. A tag manager
Common in larger organisations. The widget is deployed as a tag rather than sitting in the site's code, which is why searching the templates finds nothing.
This also explains widgets that appear on some pages and not others, since tags have their own firing rules.
3. The page source
View the source of a page where the widget appears and search for the Zendesk script. That tells you the key it uses, which tells you which brand's widget you are looking at.
The useful check
If you have several brands, confirm the key in the page source matches the brand you expect. A widget installed with the wrong brand's script works perfectly and routes everything wrongly.
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