Knowledge

After a recent troubleshooting session with Zendesk support, we were instructed to submit an enhancement request related to a known limitation with content blocks. Please see details below.Requirement:Our product contains multiple features that share some settings/properties or workflow steps. Content blocks help us reuse information and ensure accuracy across articles. Content blocks are essential given the small size of our team and Zendesk’s lack of a find-and-replace feature, which provides challenges to doc maintenance.Issue:However, we’re significantly limited in what we can do with content blocks because:We cannot include content blocks in other article components, notably tables, callouts, accordions, and tabs. We also cannot include other article components inside content blocks. For example, we can’t create a content block that contains a callout.Right now, we have to choose between organizing the information in a tidy, user-friendly manner (via accordions, etc.) OR ensuring

Hi Zendesk Team,We are evaluating a gamification/leaderboard initiative for our Community.We would like to understand:As Knowledge Admins, we can mark discussion replies as Official Comments and mark discussions as Completed. Are these actions available via API? Can we programmatically identify: The reply marked as Official Comment The user who authored that reply The discussion associated with it Is there a reporting capability (native or via API) that would allow us to track and count Official Comments/Completed discussions by user?Our goal is to determine whether these actions can be used as the basis for a Community leaderboard that recognizes users whose answers are marked as official.Thanks! 

Hi everyone!I'm wondering how support teams manage workflows when Zendesk is only one of several tools used across an organization.For example, a customer issue might start as a Zendesk ticket but eventually require input from a development team working in Jira, an IT team using ServiceNow, or another department managing requests in a different platform.I'm curious how other teams approach this in practice, especially when information needs to move between systems.Do you mostly rely on native integrations, automation tools, or manual updates? And when multiple teams are involved, what tends to be the biggest challenge?From what I know working with different teams, things like keeping comments and attachments synchronized, maintaining accurate ticket statuses, or avoiding duplicate work can become tricky as workflows grow.I'd be interested to hear what has worked well for your teams, and whether there are particular integration challenges you've found difficult to solve.Looking forward

We were made aware of the following:  Zendesk is retiring older versions of the Help Center Templating API. Themes built on v1, v2, or v3 will be phased out over the next year, and everything moves to v4.   The timeline is as follows: September 14, 2026 — new Zendesk accounts can no longer install themes on v1–v3 Around March 1, 2027 — importing v1–v3 themes is blocked for all accounts By July 31, 2027 — all Help Center themes must be on v4  This was shared by Patrycja Walencik, Senior Product Manager at Zendesk Knowledge with Zendesk vendors and Marketplace partners via partner channels only. What this means for Zendesk customers:All purchased themes based on Templating API v1, v2 or v3 will eventually become obsolete. Themes based on Templating API v4 use React/Garden forms implementation. Updating your existing theme to use Templating API v4 is exponentially more complicated than a few code changes. You will be forced to either use Copenhage

Support teams use Zendesk for ticket escalations, whereas the real engineering work happens in Jira. To connect these two, teams retype tickets by hand for the engineering team but the updated status doesn’t always reflect back to Zendesk automatically. The Zendesk support for Jira integration can be used to close this gap. Here are patterns that work with the app, plus the limits worth knowing before you design around it. 1. Escalate from the ticket, but add the context yourselfCreate the Jira issue from the Jira app in the ticket sidebar. One thing to know: "Copy fields from this ticket" only copies the subject and the most recent comment. Reproduction steps, environment, and account details won't come across unless you add them.Tip: build a macro that adds an internal note template (steps to reproduce, expected vs actual result, affected plan) so agents fill it in before escalating. Also, a single Jira issue can be linked to up to 200 tickets, so link duplicates to the existing issu

Our team has looked into adopting task lists, but it seems the only way to add them to tickets is manually. Is this right? Relying on the agent to remember to add the task list is not a good workflow, so I’m wondering what the community has come up with to enforce task lists on certain tickets. 

Hello Zendesk/everyone, we have recently encountered an issue with the request form Drop Down field when using a screen reader. The current behavior is as follows: when you select an item in the list and press enter to complete the choice, there is no way to review, or in fact even confirm, that the choice has been made successfully. The label for the widget remains the same, and when you press enter on the label, your focus returns to the first choice in the list, "-", which I assume means "null".  However, the expected or ideal behavior should be that upon selecting an item and pressing enter, there would be feedback indicating which item was selected. We have attempted to explore the theme to address this issue but unfortunately, it seems that there's limited control available in this regard due to the build-in helper `request_form` and the custom nature of that drop-down. Has anyone else encountered a similar issue or found a workaround for this accessibility concern? It

Hi, I believe this is a no, but I'm not seeing it specifically in resources. Is there an option to configure the Knowledge app to create articles in a specific brand other then the brand that the ticket is located?  I know we can set the default search filters, but what about the create option at the Knowledge app level. I'd like to avoid making it more challenging for our support engineerings by having them select the brand and then locate the section and keep it at they only need to select the section. 

Hi Zendesk Developer Community,We are currently building a custom web-based media portal and integration setup where users view embedded dynamic video content alongside automated support and knowledge base modules via the Zendesk Web Widget (Messaging SDK).During testing on low-spec hardware and mobile browsers, we noticed minor UI thread blocking and layout shifts when heavy video streams (HLS/HTML5) initialize while the Web Widget assets load concurrently.A few questions for developers who have integrated rich media into Zendesk custom web flows:1. What are the best practices for lazy-loading or deferring the Web Widget snippet so it doesn't compete for main-thread CPU cycles with video rendering engines?2. Has anyone implemented custom event listeners to temporarily pause or minimize widget background polling during active full-screen video playback?Would appreciate any architecture tips or performance optimization patterns from the community!

Hi everyone,As a knowledge base grows, I find it increasingly difficult to keep articles organized and easy for customers to find.I’d like to know how other Zendesk users manage things like article categories, duplicate content, outdated articles, and internal linking.Do you have a process for regularly reviewing and updating knowledge base content? Also, which metrics do you use to determine whether an article is actually helpful to customers?I’d appreciate hearing about any workflows or best practices that have worked well for your team.Thanks!

As customer call volumes increase, businesses need an efficient way to manage incoming calls and connect customers with the right teams. A well-designed IVR system can help streamline call routing, reduce unnecessary transfers, and improve the overall call-handling process.When evaluating an IVR Service Provider, businesses should look at key capabilities such as:Customizable IVR Call Flows – Create call journeys based on different customer requirements. Intelligent Call Routing – Direct callers to the appropriate department or agent. CRM Integration – Connect customer information with the calling process. Call Analytics – Monitor call activity and identify areas for improvement. Scalability – Adapt the IVR system as call volumes and business requirements grow. Easy Management – Make it simple for teams to update and manage call flows.Platforms such as MCUBE provide IVR capabilities that businesses can use to structure call flows and manage customer interactions more efficiently. 

Zendesk product: Guide - Knowledge BaseThe goal was simple: make it easier for users to find the right answer and easier for admins to maintain the content.What we were trying to solveAs the Knowledge Base grew, we started seeing some common problems:Inconsistent article titles Articles placed in sections that were not always intuitive Long troubleshooting articles that were difficult to scan Related information spread across multiple articlesInstead of only creating more articles, I focused on improving the existing knowledge structure.Step 1: Reviewing the Knowledge BaseI first reviewed the existing Guide > Knowledge Base structure and looked at the relationship between:Categories > Sections > ArticlesI checked whether each article was located in the most appropriate section and whether similar articles could be consolidated.Step 2: Cleaning up article structureI started using a more consistent format:Problem > Prerequisites > Steps > Expected Result > NotesFor e

Hello, I used to use Zendesk a few years ago with a previous company where Zendesk allowed a searchable table/filtered table built within an article.When i used it previously it allowed java script in the source code but its been just over a year since i last used this platform and alot has changed with it. Can someone help? Is there a way to insert a searchable table at article level? rather than relying on users to use CTRL + F. Java script code appears to be fine but no luck in implementing it. If someone has figured this out can they share the code they used? Thanks 

Hi all,We're trialling a web crawler so our website content can support the Help Centre search and our AI bot. The catch is that we only need part of the site, not all of it; and as far as I can tell, the crawler offers no include/exclude path rules.The approach we're considering is to publish a dedicated sitemap (e.g. /zendesk-sitemap.xml) containing only the URLs we've reviewed and approved, and point the crawler at that instead of the main one.Has anyone run the crawler against a purpose-built sitemap rather than the site's primary one? Any issues with it being picked up or validated?Any experience welcomeThanks!

Hey everyone 👋I'm curious how Zendesk teams are handling something that becomes harder as ticket volume grows.How do you make sure the messages your team sends to customers don't contain something potentially risky?For example:an agent accidentally promises a refund or exceptionincorrect pricing or policy informationa commitment the company can't actually honorsensitive customer information being exposedinappropriate financial or medical adviceI'm especially interested in the cases that look completely normal when someone reads them quickly, but become a problem because of the context.Do you rely on manual QA, sampling, Zendesk triggers, AI QA, or something else?I'm building something around this problem myself, so I'm trying to understand how Zendesk teams are handling it today.What does your current process look like?

SummaryI’m working to build out a java client for Zendesk. When I aim to emulate the documented api calls, I am running into some errors that don’t make sense to me. Is creating a category and its translations in the same API call not supported?Test setup context: I’ve enabled both the en-us and fr locales. Below is my debugging to try and figure out how to properly support this. Calling the same api call as the docsin the docs, we read that we can create a category AND its translations at the same time. # You can also specify multiple translations for the new category:curl https://{subdomain}.zendesk.com/api/v2/help_center/categories \ -d '{"category": {"position": 2, "translations": \ [{"locale": "en-us", "title": "Super Hero Tricks", \ "body": "This category contains a collection of Super Hero tricks"}, \ {"locale": "fr", "title": "Trucs Super Heros", \ "body": "Cette categorie contient une collection de trucs super heros"}]}}' \ -v -u {email_address}/token:{api_toke

I’m looking for clarification on Zendesk’s current terminology around Knowledge, based on how the Product Guides are currently structured.In the Product Guides, Knowledge now appears as a clearly defined area under “Using Guide,” with its own sections for roles, permissions, analytics, external sources, AI-powered search, and content management. This suggests that Knowledge is being treated as a distinct product capability, not just a generic term for articles or content.At the same time:Guide appears to be the primary interface where admins and agents create and manage knowledge Help Center appears to be the customer- or employee-facing site where that knowledge is published and searched Knowledge base is commonly used to describe the organized collection of articles (categories, sections, articles) Knowledge is used both as a product label and as a general term, depending on the contextThis differs from older guidance where these terms were often used interchangeably, and it makes it

Hi,For me, the feature I’d find hardest to work without is Guide and the Knowledge Base.I’ve used Guide to structure and maintain Help Center content, and it has been especially useful for keeping information organized and easy for users to find.I typically focus on things like article structure, categories and sections, content organization, and keeping frequently used information easy to access. A well-structured Knowledge Base also helps reduce repetitive support questions because users can find answers through self-service before creating a ticket.From an admin perspective, I also find it useful to regularly review articles, identify outdated content, and improve articles based on the types of questions users are submitting.If we lost Guide, we’d have to handle many more repetitive questions manually, and keeping support information consistent would become much harder.

Hi,hope you all are good.I have not personally implemented Zendesk for Employee Services, but based on my Zendesk Support and Guide experience, I think it can be a good approach for centralizing internal requests.I would start with IT and HR and build dedicated ticket forms with custom fields for request type, department, priority, and employee details.Using triggers, automations, SLAs, macros, and views, requests could be automatically routed to the right group and escalated when required.For common questions, I’d use Knowledgebase to enable self-service and reduce repetitive tickets.A simple workflow could be:Employee > Ticket Form > Conditional Fields > Auto-routing > SLA > Resolution.

We are mid-implementation of Zendesk, and are very excited to leverage the Knowledge Centre.  I was also very interested in using articles with the KCTemplate label to ensure that our teams are creating consistent articles.What has surprised me, is that our Agent-level users are *unable* to use the templates when a New Knowledge article is created from a Ticket.Administrators are able to see it, however Agents are only able to see the “New Article” with no template option.Have we mis-configured roles/permissions somewhere?  Our intent is to permit ALL team members to create articles as they come across items that would be of value - but instead are only able to use the non-templated version of Knowledge Article creation.

Looking through the Quick Answers tab of the Knowledge Dashboard, I am seeing a lot of results that begin with some variation of “Sorry about that...”  I was also able to replicate it in my Help Center.  Why are some Quick Answers starting with that?  

Migrating macros and triggers to Zendesk means moving your ticket automation rules—the actions agents apply manually and the conditions that fire automatically—into a new or consolidated Zendesk instance without losing the logic behind them. The main challenge is preserving intent, not just syntax. A macro that updates ticket fields, applies tags, and inserts a canned response is really several small decisions bundled together. A trigger is the same, but condition-based instead of manual. Miss a field mapping on either one, and the rule either breaks silently or fires incorrectly on live tickets.When Migrating Macros and Triggers Comes UpTeams deal with this in situations like:Zendesk instance consolidation: merging multiple accounts after an acquisition or brand cleanup, where each instance has its own macro and trigger library. Platform switch: moving from another help desk into Zendesk and rebuilding automation from scratch instead of recreating it manually. Workflow audits: cleanin

Hi Everyone, When a Knowledge Base grows over time, one common problem is that users can’t find the right article even when the information already exists.Here’s one approach I’ve found useful when working with Zendesk Guide:1. Start with one clear intent per articleInstead of putting multiple topics into one long article, try to keep each article focused on one specific question or task.2. Use meaningful H2/H3 headingsBreak long content into sections such as:Before you start How to configure it Step-by-step instructions Troubleshooting Frequently asked questionsThis makes the content easier to scan and understand.3. Keep terminology consistentIf you call something “API Token” in one article, avoid calling it “API Key” somewhere else unless they are actually different things. Consistent terminology helps both users and knowledge retrieval.4. Write headings around user intentInstead of configuration try SSO in ZendeskThe second heading gives much more context about what the section actu

Does Zendesk Knowledge Copilot support the ingestion of customer-specific internal data sources beyond Zendesk Help Center content? If so, what options are available for integrating and maintaining proprietary knowledge, and how does the AI leverage that data when generating responses?

Hi everyone, I run into strange difficulties with the new editor. It creates single links for each <br> inside a hyperlink. For example, this line:  <p> <a href="https://www.example.com">This<br>is<br>a<br>hyperlink.</a></p> …will be converted to:  <p> <a href="https://www.example.com">This</a><br> <a href="https://www.example.com">is</a><br> <a href="https://www.example.com">a</a><br> <a href="https://www.example.com">hyperlink.</a></p> …which is a different thing, particularly when links have a padding or a similar styling. For us, this is a serious issue, as it breaks the layout of many existing links. Does anyone else have this problem?