Knowledge

I am trying to implement Clarity which is  a free behavioral analytics tool Microsoft. The setup requires adding some code: Instructions state to copy and paste the Clarity tracking code into the </head> element of the site. I'm not sure where to enter this (file and location in file) Has anyone had experience with Clarity or could point me where I would need to add this snippet of code? Clarity tracking code <script type="text/javascript">    (function(c,l,a,r,i,t,y){        c[a]=c[a]||function(){(c[a].q=c[a].q||[]).push(arguments)};        t=l.createElement(r);t.async=1;t.src="https://www.clarity.ms/tag/"+i;        y=l.getElementsByTagName(r)[0];y.parentNode.insertBefore(t,y);    })(window, document, "clarity", "script", "l9fahiwool");</script>

Hello, now my agent's status is set to "invisible" how can I put the status of my agents "online" ?   Please help   Thanks Anton

I've created some articles, they use some tags that appears in the ticket, however Zendesk doesn't suggest any articles to me. Can someone help?

I am looking to use JQuery/Javascript to push something into the CC field. I will write code around pulling it from another custom field when that custom field changes, but for now just trying to push something hard-coded into the field to see if I can access it.  Because the CC field is an array, I am having a difficult time.    Here are all my failed novice attempts             $('.form-field.request_cc_emails').val('test@test.com');            $('.form-field.request_collaborators_').val('test@test.com');           $('.request[collaborators][]').val('test@test.com');            collaborators.push('test@test.com');            $('.request[collaborators]').push('test@test.com');            $('.request[collaborators]').val.push('test@test.com');          $('.form-field.re

In all of our Forms, we have a field for "Country." Is there a way to auto-populate this field depending on the user locale?

The spacing between categories is off. Does anyone have any suggestions how to fix it?

I have an FAQ article that I've used heading links in the table of contents under Heading 2 of my table of contents. When I reached 12 heading links, I stopped seeing new headings placed under that respective heading in the article.  Is there a limit to the number of heading links allowed?

Hello,this article is shown correctly in the editor, but the view in the helpcenter does not like like this at all. The whole text is black. https://taxdoo.zendesk.com/knowledge/editor/01HPRJX1WNV8QYV053CQGZ3PJE/de?brand_id=7407387

For some reason, whenever I export a report with the count of tickets, it comes with lots of unsolicited zeros.   I have tried to format the numbers in all ways possible to remove it but didn't find a solution, only manually checking the right information on Zendesk so I can then remove the correct amount of digits.

Hi Team, Can you help confirm weather it's possible for zendesk to send the file in base64 or binary format to ServiceNow using API. As ServiceNow side wanted file to be in base64 or binary file format to process it and attach it to a case in ServiceNow. Let me know if you require more details from my end. Thanks & Regards, Akash Yenkure.

I have had a look at previous, similar questions, but can't seem to find how to do what I need to do.  So I'm customising my help centre at the moment. I would like to link to an article (the price list of the service) rather than a section, but was told by support that this is not possible. So I created a link, and used the same css class to get it to look like the other buttons.  However, I would ideally like it displayed inline next to the the section buttons under the hero image. Does anyone have a clever workaround for this to happen? I managed to find some code to add the submit a new case and check progress buttons at the bottom of my page, and that works as intended (I still need to fiddle with the css a bit here to get it looking the way I want it). 

Hi Zendesk.I wont to show category by id. I add to setting category.id and i wont to show this category by id, but helper "is" not work width settings.I also tried other helpers but they don't work the way I need. How can i show categories by id from settings? Thank you. Serhii Danchuk

By Mary Paez, Knowledge Manager, and Sahar Padesh, Support Operations Manager at Veeva How do we create new content? We have integrated KM & KCS into the ticketing process. Our Agents are using Knowledge Capture to: Search & Review articles for accuracy & relevancy. Add articles to resolve & close a ticket. Create new articles using two HTML templates. Provide feedback on articles for content maintenance. How do we know what content to create? The Agent reads through tickets to see which topics lend themselves to articles that can be used by multiple customers. In addition, reoccurring questions or problems lend themselves to new articles. We group related articles into Knowledge Collection articles. This way customers bookmark one article and can refresh it to get an updated list of articles. Example: All product errors & related solution articles, all product tutorials, all product webinars, Product Q&As, etc. How is our team structured for c

Hello esteemed Zendeskers,  I wondered if anyone has experience of running a jobs posting board under ZD Gather as part of a community ?  Would/Could that work ? We haven't enabled Gather yet in our HC but wondering if Jobs postings would be a good use of the tool for our relatively niche B2B community and a good hook to drive community engagement.. Would be very grateful for your thoughts on how best to configure Gather for this purpose and any examples of this having worked elsewhere (or failed)...   Many thanks for your guidance on whether this is a good or bad idea :-)

Hello, I'm beginning to explore how best to track Knowledge Base article quality and I'd prefer to do it within Zendesk. How are you tracking the quality of the articles against the KCS Content Standard Checklist within Zendesk?   Is anyone using Swarmica? Have the updated the form to KCS V6 Content Standard Checklist or do we have the option to customize the form?  What about the Search Unify Knowbler? I know it provides a projected quality score, but does it provide the option to capture the score?     

Hi I am looking for a way to hide placeholders from being emailed/triggered that have no data. For example, if I want to email all the following but Tel has no data in the field; is there a way to 'tag' the line so it is not sent if there is no data associated with it? Requester: {{ticket.requester.name}}Tel: {{ticket.requester.phone}}  (HIDE THIS WHOLE LINE IF THE FIELD HAS NO DATA)Email: {{ticket.requester.email}}

Hello, One issue we are seeing is for automated email reminders from certain vendors. If tickets have the same exact verbiage or subject as a previous ticket, then they do not show up in Zendesk. They are visible in our email inbox, just not routing to Zendesk. Do we have to create these tickets manually? Or how else do we make them unique so as to not miss them entirely? We want to make sure all emails get routed to Zendesk. Thank you, Kerry

Hello, If I have multiple forms I want to disable the drop down form because I will copy each form link and embed it for example in an article or a button inside the help center so that customers can see one form and they are not able to choose different one from the drop down 

Currently the sidebar on the article page holds 10 articles but I'd like to display all the articles in the section... I can't figure out how to remove this limit, can anyone help?CopenhagenTheme version 3.1.2API version 3

Hi, I have challenge to update my request custom field (multi-select) to allow left alignment. i have adjust in style.css the width as below : #request_custom_fields_28159647845273{  width: 500px} But when hover to the multi selection, the width is way too ugly and it is on the right alignment.  I have very least knowledge in style.css or script.js anyone can help me ?

Check out these  tips for your help center!  Follow this post and we'll update you when we add a new tip. Tips from the community  How to enable a PDF export for your help center articles - contributed by Sorin Adding a notification banner to your Help Center - contributed by Wes Add multilingual welcome note (placeholder text) in search box along with user name - contributed byTeam Diziana  Add note and warning boxes to your articles  - contributed by Daniel Murphey How to add tabs to your Help Center home page - contributed by Tal Admon Adding a video background on a category page - contributed by Tal Admon Request feedback after negative article vote - contributed by Tal Admon Recovering deleted Help Center content - contributed by Felix Stubner Back up your Help Center articles with the click of a button - contributed by Felix Stubner Create a table of contents

Hello,  I am trying to configure a CNAME for a Zendesk account using Cloudflare. When I access the URL it shows the following error:Error 1000 Ray ID: 2024-02-06 10:38:44 UTCDNS points to prohibited IP It appears that the CNAME is correct: Type: CNAMEName: cscContent: xxxx.zendesk.comProxy status DNS onlyTTL: Auto What could be the problem?

Regarding this article - https://support.zendesk.com/hc/en-us/articles/4628113350170-Using-the-new-request-list-experience-in-the-help-center-customer-portal-Beta?page=3#comment_6645901030810 We turned this on, however, one thing noticed is that users that have "can view tickets from user's org" on their user profile no longer have the system field "Requester" as a column when in the Organization tickets tab, and it's not an available column to add in. In this article it states: "The new request list experience (Beta) improves the way in which end users can manage large numbers of requests in the customer portal. When you enable the new request list experience in your theme, end users can use the new combinable filtering options to refine the requests they want to manage as well as new column configuration options to show/hide both system fields and custom fields." How do we get this available for those users as a column to add? This is critical for users who monitor ticket submis

Hi Team,We would like to make the below changes on the Zendesk Help page: https://wtatennistournamentexperience.zendesk.com/hc/en-us/requests/new  How to obtain the location of the requester and update it in the ticket field of the web form rather than asking the requester to do so, like in shared screenshot, I like to update the first field "Tournament City" Add the option of taking pictures on the front page of the web form instead of keeping it hidden. (FYI, we do not want to use the attachment option to enable it.) Also, we'd want to have a field that increments by number on each request, as these are considered incidents; thus, there should be a field that specifies an incident number that starts with 0001 and goes on for this specific team. Can we do this?   Regards, Sunil W

Hello, We are running into an issue where all agents in a group receive an email notification when a ticket is assigned to an individual agent in that group. We want to have 2 triggers. One that emails the GROUP a notification when they get re-assigned a ticket. And one that ONLY sends an email notification to the AGENT who is assigned to a specific ticket. However, both triggers are emailing the group regardless. Both triggers for GROUP and AGENT ticket assignment notifications are working. But how do we adjust the AGENT notification so it doesn't send an email to the whole group? Can we have a trigger that One option we could do is have a separate trigger to email each individual agent, but this will take more time and maintenance to setup. Please see screenshots of our triggers below. Group Notification of Assignment     Agent Notification of Assignment *Same CONDITIONS as above, but with different action:   Thank you, Kerry