Knowledge

I'm looking for a way to publish an “outage” page. We deploy new solutions or do maintenance at a set schedule each week and, sometimes, unplanned outages. I was trying to see if ZenDesk could support some type “outage” page where people could see whether there was planned our unplanned outages. Does this functionality exist? I feel like I could use an article in the Help Center, possibly. 

When a ticket is created inside Zendesk from a comment posted on a wall post. If a user comments on another user's comments, the comments are presented inside the Zendesk ticket altogether. The agents cannot respond to each of the comments. The agent can only respond to the main comment. It would be helpful if Zendesk could look at improving this functionality to enable agents to reply to all comments, including the sub-comments.

Is there a way to disable the embedded image option in a form? People keep on adding images to the Description and the images are incredibly hard to see compared to just attaching a file. 

Hi,our article center is divided within sections that are representations of different products in our offer.  Users are able to see sections of products, that they have purchased. If specific user didn't purchase specific product, then he can't see it section with specific articles about this product. Users may have more than one product at the time. Till now, all articles are available on for signed-in users, and - further - method of division mentioned above.Almost every article has table of content in the upper part.What I want to do is:(This is before signing)To make all articles visible without signing but with paywall/membersonly protection/fade out preview like that:Something like: we have such article but it's only for customers that have purschased an access.I want to make visible only table of content in each article or first 300 characters of text. (This is after signing)To maintain the divison of sections for specific products, what means: if user has purcha

Hi Community, This tip is for adding the Tab fetaure to your Guide theme for article page, category, section pages. Credit: https://www.w3schools.com/howto/tryit.asp?filename=tryhow_js_tabs Please follow the steps below: i). Go to your hbs file where your want to add tabs.ii). Add the given code to that hbs file. <div class="tab">   <button class="tablinks" onclick="openCity(event, 'London')">London</button>   <button class="tablinks" onclick="openCity(event, 'Paris')">Paris</button>   <button class="tablinks" onclick="openCity(event, 'Tokyo')">Tokyo</button> </div> <div id="London" class="tabcontent">   <h3>London</h3>   <p>London is the capital city of England.</p> </div> <div id="Paris" class="tabcontent">   <h3>Paris</h3>   <p>Paris is the capital of France.</p>  </div> <div id="Tokyo" class="t

Hello, I apologize if these questions have been asked already, I was unable to find answers.  I had the following questions about customizing the Category page (see attached image for reference). Is there a way to remove the Category description?  In the attached image this is "Administration and managment" How can I display the subsections?  In the attached image, you will see the "Using Nastel Navigator" section is empty. How can I display the articles as a bulleted list with less space between articles?  So for example, under "Frequently Asked Questions," how can I have bullet displayed next to each article and how can I make the spacing between each article less? Thank you in advance for any help offered : ) -Victoria      

Hi! I have two custom fields on my Help Center form, both are date-picker fields. I am looking to auto-set the second field when the first field changes. The two fields are similar to reservation fields, like a "check in" and "check out" date. When the "check in" date is selected, I would like the "check out" date to auto-set to the "check in" date, so its easier for the user to find their "check out" date.  Ideally, it would be great to only do this when the "check out" date is null, and to set the "check out" to 1 day after the "check in" by default, but for now just matching the two fields would be a great start! I was able to get the following code to work (just as a starting place): document.addEventListener('DOMContentLoaded', function() {$('#request_custom_fields_1').val("2022-02-01"); $('#request_custom_fields_2').val($('#request_custom_fields_1').val()); }) So I got the two fields talking to each other (when the first field is manually set by code rather than by user).&nb

Hello, We are looking at revamping our Help Centre and trying to identify the best way to adapt it on mobile - as our main user base is using mobile devices rather than the desktop version. What I am trying to achieve mainly is a wrap of the categories on the mobile version (same way they are being displayed on desktop).  I did not find any relevant article and I am not sure where I should go in the code to make that happen. For visuals this is the Desktop theme and I want it to show the same way (obviously smaller size) when I open it on mobile - instead of having to scroll to see each category.

Calling on the Zendesk community. I am looking to learn from businesses using the help center and chatbots to improve customer experience and deflect tickets.  What roles do you have within your team to manage the performance of the help center and the chatbots? I am creating a dedicated role but would love to learn from experienced users of Zendesk to understand how you manage this within your businesses. 

When you do conditional formatting on a form to show specific questions depending on the the field data selected it works well on both the agent view and the end-users view when creating a request, however it seems like this formatting does not transition when opening the request tab since you see all the fields regarding of what you chose prior. Is there a setting to not allow this? or a workaround?Here is an image for clarification, in the image below the fields under "request type" should not be showing up if the request type is not "Policy","Patent" or "Piracy". The conditional formatting is set up correctly for both agents and users:

If i have an iframe url embededd in my support and and i want to send data to my support app from this iframe . how do i do that 

I want to customize the chat ui for iOS. I'm using chat sdk v2. How can i modify the appearance for the same. 

Bonjour, à quand un filtre ou un tri à minima par date dans les résultats de recherche du centre de support ???  

Hello, I would like to add Related articles in a sidebar of the Article page, right next to the article content, which is centralizer on the page. Could anyone help me do this in the theme code?Thanks!

Looking to add a content block to a large number of previously created articles. Wondering if there is any way to accomplish this, rather than going into each article and add the content block. Or if there is anything in the roadmap to do something similar? 

For two years, we have been using Zendesk, where tickets are created when users send an email, and we tag those tickets using "tags", with only one tag per ticket, according to the main issue the player/user is raising with us. This allowed us to systematically track problems in the game (one tag per ticket) and generate 'convenient' reports for the developers.Recently, we started using the feature of creating a ticket through the help center/guide and "forms" (submit a ticket), and this has caused a lot of chaos because the tags are created automatically, and each ticket receives several tags. I'm sure there is another way I'm unaware of to generate reports on the issues in the game. What is the best way to use this feature? I would appreciate any tips and help available. Maybe something about our "fields"/"forms" setting is not well set. Thanks in advanced 🙏🏼

I want to create a Sidebar in Zendesk that will be global just like the header and footer and the issue I have here is that if I use API to fetch categories, Sections, and Articles then I am using an API limit that is very low 2500 if I have let say 2501 customer viewing my page them my API will fail with time out an error that I why I can't use API. category, Section, and Articles Helper are Specific to category, Section, Articles page, and home page only and all these pages are not global so I need category, Section, and Articles data in a way that I can use this in all pages to create a sticky Sidebar or if it's possible to create a new global page that I can attach in all pages just like header and footer. I don't need code help but how can we archive this just the process.   

I'm using Zendesk, and I want to send an automated message from the user's side when they click a button or perform actions like buying a plan, creating a profile, etc.I'm using zendesk js script in react.js

Hiis there any way Onpermesis windows active directory local users do Single sign on Zendesk console with windows login credentils?Local users to use zendesk with there normal windows login cread.

Hi there.  👋  I know I can remove the portion at the end of my Help Articles that says “Have more questions? Submit a Request” but is there a way to change the Submit a Request portion to say “Ask in the Community” and then link to our Community Page instead of submitting a ticket form?   

Some my posts in Zendesk Guide have table inserted with multiple rows & columns. When I vertically scroll to the end of table, I can not refer the content belong to which column.  Is there any way to sticky table header for this usecase?

Creating a report on my agents' productivity in Explore. I want to know how do I get the number of tickets that were assigned to the agent on day "x" and how many were resolved (handled)?

Hello, Does anyone know how to add country flags beside language drop down in the Help Center. For example beside Spanish show the Spanish flag etc. If this can be done can you please provide the script on how to do this. Thank you. Kind Regards,Anton

Hi Community. We are having several issues regarding SEO with the Help center, and I hope to find some answers here. I am not myself skilled with Javascript or such coding, but can get help from IT team if needed.This concerns our Help center for our shopping platform, where any online customer can access without log in, and doesn't require a log in for anyone. Crawled pages: We have an outstanding number of pages that can't be crawled because they are “broken links”. This appeared within the last 2 weeks.The pages concerned are actually the main page showing all our categories, as well as with each category page, and section page, for all the languages with have.The error code on Semrush is 403 Forbidden “Client does not have access rights to the content so server is rejecting to give proper response”.Is it something new in Semrush or Zendesk that doesn't allow to crawl correctly? How can this be fixed? Any help is appreciated!Best,Andrea

In Zendesk emails, I want to type the first letter of the sentence in Capital. I tried many options, but it didn't work. Can someone help me to set this up in Zendesk? Thank you in advance.