Knowledge

Hello,I am the administrator for a community college and we have just recently made the switch to Zendesk for our IT helpdesk solution. We are currently running into a setup issue where we want to be able to split out our user base between Staff/Faculty and Students. Right now, in our legacy setup, our students have an entirely separate way to submit tickets. Otherwise, they can send an email/call the helpdesk to get any questions answered.With the switch to Zendesk, we noticed there are not any ways to separate the usage of staff/faculty type forms and student forms. We need these to be entirely separate otherwise students will attempt to submit staff/faculty tickets, and vice-versa.What is the suggested/preferred way to handle this? We really would prefer this separation, or some method to create the separation even from a ticket form level.

Hello,Is there a way to limit service requests to specific groups/organizations/user segements? We have staff mixed with students currently and we are trying to give students the same experience as staff without allowing them near the staff stuff.Any advice would be helpful.Thanks!

To split a Zendesk instance means exporting selected data, such as tickets, users, and help center articles, to a separate account.  The main challenge is data integrity. IT leaders must maintain ticket history and parent-child relationships to protect SLA performance. Because manual exports often lead to fragmented data, teams use the Help Desk Migration Wizard to define scope and test field mappings in a sandbox.When Splitting a Zendesk Instance Makes SenseCompanies split Zendesk accounts in situations like:Acquisitions or divestitures: separate support data when business units change ownership. Team restructuring: remo

Like those little Note and Warning boxes? Want them in your Help Desk articles? You can quickly turn any piece of text into one of those by inserting a little CSS into your Help Desk code. This hijacks two of the WYSIWYG color swatches built into the article editing tool. The specific colors are pink120 and pink130, shown below.Just add these lines to your CSS, upload the :before images to the Assets section, and fill in the background url for the :before elements. Then when creating an article, highlight the text you want to turn into one of these and select the corresponding Info or Warning color, and viola! Once you publish the article, you will have those nice, shiny box

Hi Zendesk Support Team,Hope you’re doing well.We’re currently exploring options to embed/display the conversation timestamp more prominently within the helpcenter in our Zendesk instance. I’ve attached a reference screenshot highlighting the exact element we’re referring to.As part of our initial review, we went through the article_page.hbs template, but we weren’t able to clearly identify how this can be configured or customized for our use case.Could you please help us with:Guidance on how to enable or embed conversation timestamps within the ticket view, and Any additional documentation or best practices that can support this requirement?For reference, we also reviewed the following article:[Insert article link here]We’d really appreciate your support in pointing us in the right direction.Looking forward to your guidance.

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", "

I'm hoping to get some guidance. We want to try to give people access to the articles they probably need, ideally before submitting a ticket, whether using the chatbot, suggested articles, email autoreplies, etc. The thing I'm getting hung up on though is recommending articles based on a specific tag or label without me manually entering each article I want to recommend.Ideally, any of the following would work, but I haven't found anything to let me do roughly what I'm after: On the New Request page, specify suggested articles based on the specific request form (can't seem to find any way to tweak these suggestion settings) Using the conversation bots to recommend articles based on a tag (have to enter articles manually, and only 3 per step) Using conversation bots to link to a Guide search for the content tag (looks like this can be done, but I need to find the content_tag IDs manually to make the links, which is fine for 1 or 2 buttons, but we

I'm trying to find all articles with a specific phrase so I can get rid of it. Many of our articles were written before my time at the company and contain an annoying "This article will" phrase at the top of each article. This phrase is redundant in 99% of cases. Unfortunately, searching "this article will" (exactly like that with double quotes). Returns ANY article that contains those three words in any order. Using double quotes does not behave as described on the Zendesk support pages. Am I missing something? I'd really rather not comb through over 100 articles one by one in order to find this exact phrase.

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

What is the best way to organize support or help articles in the Help Center so users can quickly find solutions to their problems?

In handlebars, the required helper takes an id of a form field. Where is this configured? On my new_community_post_page.hbs, I have<div class="form-field {{#required 'details'}} required {{/required}}">and the helper evaluates to false. I would like it to be true. How do I tell Zendesk that the ‘details’ field is required?

When opening Help Center articles on a mobile device, the video walkthrough appears partially displayed—only about half of the video is visible on screen. Users can manually scroll horizontally to view the rest of the video. This creates a less optimal user experience since the video does not automatically adjust to fit the full screen width of the device. It is currently unclear whether this issue is limited to Android devices or also affects iPhone devices. Questions / Request for Assistance: Is it possible to implement responsive video scaling so that video walkthroughs automatically adjust to the device’s screen size (both Android and iPhone)? Can a full-screen viewing option be included to improve usability and accessibility?

We’ve encountered a challenge when managing prompts/labels across a large group of contributors.When driving adoption of a designated and standardized list, governance becomes critical. Currently, not being able to remove previously used prompts/labels creates ongoing confusion for users and makes it significantly harder to maintain consistency.Over time, this results in: Cluttered and outdated label lists Inconsistent usage across teams Increased administrative overhead for editors and publishers Reduced confidence in the system’s structure For teams managing knowledge at scale, the ability to clean up, retire, or remove previously used prompts/labels is essential for long-term governance and quality control.Suggested enhancement:Provide administrators with the ability to: Remove or retire previously used prompts/labels Archive labels so they are no longer selectable m

Hello, I identified that the Help Center pages automatically inject a script block containing the HelpCenter.user object, which includes the logged-in user’s email address in plain text within the page source.Although this information is only visible to the authenticated user, our internal security policy requires that email addresses — which are used as authentication identifiers — must not appear in clear text within the page source.Is there any supported way to suppress, hide, or mask the email field within the HelpCenter.user object?If not, is there any configuration, setting, or alternative implementation approach that would allow us to prevent the email address from being exposed in the rendered HTML/JavaScript response?I would appreciate clarification on whether this behavior is mandatory for Guide functionality or if there is an enterprise-level option to modify it.

I'm hitting trying to upload an image to existing posts. There was a previous bug here. I tried uploading the same image on a new post and it worked. Please advise! 

Hey folks! I'm interested in Federated Search for our help center, but it's unlikely we'll get eng resourcing to build an API connection. I'm wondering if folks have found any unique workaround using a third-party tool to connect Zendesk to a Notion database of resources you want to show up in the Help Center?Thanks in advance! -blair

Hello, it is not posible to upload an image to existing posts. I got always an error message even if the file size and type is correct.

Has anyone experienced an issue with removing the placement of articles and the URL indexed in Google not matching the article URL in Zendesk Guide? What recently happened is:  An article was placed in multiple categories and sections  We removed the additional placements for only one placement  When searching for the article, the link in Google search resulted in an error message when clicked  We reviewed the two URLs and the article IDs are not the same, thus the reason for the error message. Is this an issue caused by removing placements of the article or is there something else that resulted in the URL article ID not being aligned? 

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. 

Following the creation of a personalized form, the problem we had was that the fields, subject to conditions, appeared empty in the client interface. What we wanted was to see only the fields that would have been completed.To prevent these fields from appearing and appearing empty, we have modified the code of the Help center theme's ticket request page (request_page.hbs).Since the value that appears when the field is empty is "-", we have made it so that it is not displayed. #before modification {{#each custom_fields}}<dt> {{title}} </dt><dd>{{value}}</dd>{{/ each}} #after modification #we indicate that if the character "-" is present then the field is not displayed.{{#each custom_fields}}{{#is value "-"}}{{else}}<dt> {{title}} </dt><dd>{{value}}</dd>{{/ is}}{{/ each}} Hope that help!

We noticed that when a number of agents try to find archived articles in Zendesk Guide admin, they cannot access the archive.  We recently created a dashboard with one of the tabs being a report to allow us to search thru the archive.  These same agents can get the results of the search and see the archived articles. 1) Why was this implemented so differently in Guide Admin vs Explore? 2) Isn't that considered a permissions issue as we were told only Guide Admins can see the archive?

What are the most effective ways to customize Zendesk workflows and automations to improve overall customer support efficiency? I’m interested in tips on setting up triggers, macros, ticket routing, SLA management, and any integrations that have helped streamline processes. If anyone has examples or best practices from real-world implementations, I’d love to hear about them.

I appreciate your time and for your feedback. I recently enabled the service catalog on our help center. In that service catalog, I created onboarding and offboarding forms with custom fields to capture free text as well as fixed values from our end users. When a form is submitted, these fields and their values show on the left panel. This makes the UI hard to work the ticket for our agents. In addition, the only entry showing in the description field is a link back to the onboarding form. I suspect the same behavior of our offboarding form. My question is: How do I get the fields and values our end users selected/entered to show in the ticket description?  Any direction to posts or documentation is appreciated.

Hi again! I wanted to make some changes to our category pages.. there are several sections where Zendesk provides a "See all N articles" link when the full list is only 2 or 3 articles longer. I dislike getting shuffled off to another page just to see their titles. Even worse is when there's only 1 more article and it could have just been listed where the "See all..." link is! So let's change all that with some JavaScript.  :-D My help centre has one particularly enormous section, so there's also a size limit on this which you can change to suit your tastes. Depending on your CSS, it'll look something like this: And here's the magic to add to your 'script.js' file: // Zendesk Guide category pages with expandable listings// author: Ashleigh Rentz, koresoftware.com// license: https://mit-license.org/window.onload = function() {

Hi! Please add the ability to utilize an a. b. c. list and not just bullets or numbers.  Also, would be HUGE if you all added image annotation ability within the platform. Many other platforms house these abilities, and its wild to me that your KB article editor does not.