Knowledge

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've got many more to do) Email autoreplie

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.

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 moving forward Strong knowledge governance requires not just creation controls, but lifecycle management. This capabili

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? 

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.

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() { expandCategoryPage();};function expandCategoryPage() { // Only execute this if we're on a category page. if (document.getElementsByClassName("category-co

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.

Hello!  We're looking to create interactive guides in our knowledge base, so that customers can click through a series of questions and answers specific to them, instead of having to read a lengthy worded article. I have looked at a few apps that can be integrated with Zendesk. Stonly specifically is at the top of the list for us. But I was wondering if there were other options anyone else has come across? Or if anyone's been able to create this in the KB provided by Zendesk. Interested to hear what others are doing. Thanks in advance for commenting!

In the new editor, we've recently discovered lists are now getting the tag data-list-item-id for example <li data-list-item-id="e2ff5718d5e4b95bd4953d3d5ba603e6a"> If we clear the data-list-item and then save, it will be regenerated. Why is this being added? It is cluttering up the HTML view. 

Hi all …  I commented in an old thread on this but I'm not sure it'll prompt any responses (apologies if it does and this is redundant).  When publishing to Zendesk from Madcap Flare, on article pages, there's a weird issue that occurs where the H1 of the article is duplicated, once in the article header, and once in the article itself. As you might imagine, it looks kind of ridiculous.  I'd like to keep the one in the header, but omit the one in the article itself. I'd prefer to accomplish this in the CSS rather than trying to use Madcap's conditions capability. Can anyone assist me with this? 

I'm trying to hide and prepopulate Subject and Description of custom request form. My template is Copenhagen v4. Suggestions found on Zendesk support site don't work. My understanding is that v4 is based on React framework and so input fields do not have hardcoded CSS and are hardly to be addressed by jQuery. I managed to create a workaround by JS function searching for DIV enclosure of specific input field by label of this field. Unfortunately, it doesn't work when JS is put into script.js (not recommended anyways), or anywhere else, like assets, header template, etc. My suspicion is that JS can't access specific DOM object because it doesn't exist at the moment of running this script. Script is running probably before React is done with rendering. So, my question is, did anybody faced the same issue (v4 is fairly new) or is able to suggest how to wait for renderer to finish and run JS afterwards? E.g., how to use React hooks (useEffect, useRef) in Copenhagen v4 theme?

We've had zendesk for awhile but have never used the community feature. I am experimenting with it, but I cannot figure out how we are notified if someone posts a new question. Presumably we would not have to just check it every day, so where do those posts go? Thanks

I find the experience a little confusing as when you search the main categories don't appear in results and we're experiencing issues where are users are selecting the wrong sections. I understand that we likely have some refinements to make in our taxonomy to improve this, but in the meantime, I'd like to understand if: We have the flexibility in changing the search experience to include top level categories. Do we?  It is possible for us to revise the instructions on the “Section” search and selection view to advise users to select the appropriate product category for sections or, optionally, search sections (excludes categories). Is it possible? 

How can I prevent users from specific generic email domains (such as gmail.com, yahoo.com, aol.com, and several others from creating Help Center accounts.The Blocklist field in the Admin center > People > Configuration > End users works only for ticket creation and NOT for Help Center account creation.

The original tip was posted by Wes. I am simply updating the tip to make it work with the current theme version. Let gets started without any further delay. Demo: https://moderatortrapta.zendesk.com/hc/en-us Step 1: Add the below code (HTML CODE SNIPPET) to the source code of your article. <div class="accordion"> <p>Section 1</p></div><div class="panel"> <p>Lorem ipsum dolor sit amet, consectetur adipisicing elit, sed do eiusmod tempor incididunt ut labore et dolore magna aliqua. Ut enim ad minim veniam, quis nostrud exercitation ullamco laboris nisi ut aliquip ex ea commodo consequat.</p></div> Click OK to save the progress. NOTE: You can copy and paste the same snippet to add as many accordions as you want. Step 2: Edit your theme to add the below code at the bottom of your style.css file .accordion { background-color: #eee; color: #444; cursor: pointer; padding: 18px; width: 100%; border: none; text-align

I have recently begun looking at the Service Catalog, which seems to be a good fit for our company. I really miss to be able to add text from the requester of the service into the ticket body. Today it's only possible to add custom fields.When my users request a service, they would need a field to describe the issue more in detail, which should be a part of the conversation with them on their service case. Will you please consider to add the standard system description field to be available as an option so that it will display in the ticket body as a comment.