Knowledge

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

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? 

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. 

Hi Community, Question - Is there any way to automatically close an open accordion when you click to open another one? So only one accordion is open at a time? Do the following steps: I). Add HTML code to your template.<div class="accordion-div"> <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> <div class="accordion"> <p>Section 2</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.&

Hey everyone,I run a small construction estimating business, mostly through my site lewisestimating.com, and I’m trying to figure out the best way to use Zendesk to handle client requests. Right now, people just reach out through my site, and it’s getting a bit messy to keep track of everything.I’m mainly trying to: Let clients send project details easily Keep track of all requests Maybe automate replies for the common questions Has anyone done something like this for a service business? Any tips or tricks would be amazing!

Hallo zusammen!Wir haben größere Probleme unsere existierende Anwenderdokumentation in Zendesk Guide zu importieren. Unser Problem besteht darin, dass es sehr viele Seiten mit sehr vielen Screenshots sind.Zendesk verbietet, soweit ich weiß, den Upload von Bildern per Copy & Paste. Es handelt sich um Screenshots, die auf den ersten Blick alle mehr oder weniger gleich aussehen. Ich halte es für ausgeschlossen die einzeln manuell an der richtigen Stelle einzufügen.Hat jemand einen Tip für uns? 

Prerequisite: File Name: article_page.hbs, style.css, script.js file Time To Read: Max 2 min Time To Embed: Max 4 min   Here's a way to create a table of contents in your Article template, that ensures subheadings will be properly indented instead of aligned with the main headings   2 min read to learn how to customize the theme.   You can use the free plugin by Nikhil Dabas. You can embed easily in your theme, see the below steps: 1). Download the plugin and unzip. 2). Upload the JS files into your assets folder of your Help Centre. See the below screenshot. 3). Now, link the jquery.toc.min.js file and the jQuery library onto your document_head.hbs file, the plugin is jQuery based. 4). Call the TOC function on your script.js file at the bottom area under the Document function. 5). At the end, add the div to show the TOC on the article template.   The output is:       Thanks  

https://ngletest01.zendesk.com/hc/ko/requests/new This is Help center in practice.The attached file has a text color of #32CEC7.How can I change the color of text since I set this and that?

I'd like to use one article in more than one group of articles - for example, several different products use the same setting and I don't want to have the same content multiple times (and updating it multiple times when needed). But at the same time, I would like to display all articles for one product on one page. An article cannot have more than one section/category and I didn't find a way to tweak Related articles, so it seems the Labels are the only way. My goal is to: 1. add 'Product1', 'Product2' labels to the "Settings" Article 2. add label 'Product1' to "Product1 into" article and label 'Product2' to "Product2 intro" article (etc) 3. When a user opens "Product1 into" there will be a list of all articles (clickable titles) with label 'Product1' (and vice versa for "Product2 intro") 4. If a user opens the "Settings" Article, there will be two lists for each label. I tried Curlybars but I didn't get very far.      

Hello, I want to share my article on Social network, for example: Linkedin. However, it does not show the Featured picture of the article on the post. Can someone help me to solve this? For example: https://support.daviteq.com/hc/en-us/articles/4408114537241--RTD-How-accurate-is-a-RTD-Pt100-sensor- Thank you! Loc  

We're trying to serve specific home page elements to a subset of our customers. The ZD Organization field that defines the subset is a custom field. The script works with a native Org field (e.g., Tags), but not a custom field.  Can someone confirm that using custom Org fields isn't supported? And if true, anyone have a workaround?

I have been working with the Zendesk Search API and successfully retrieved published article content using the endpoint:GET /api/v2/help_center/articles/{article_id}However, by default, this only returns the published version of the article. Is there any API or method to access draft articles similarly? For example, is there an option to retrieve articles with a 'draft' status using any API?Any pointers or official documentation on this would be really helpful! 

Unfortunately the ZenDesk Help Center does not natively allow you to have images that expand in size and show in a lightbox pop-up. However, this functionality is not difficult to provide with a small amount of work. Fancybox is a JavaScript tool that allows you to show images in a lightbox pop-up. The process of using this tool is easier than ever, because starting with version 3, you can just link to the hosted file. This makes using it in ZenDesk as simple as four steps: 1. Go to the code editor for your theme. To do this, go to Settings, hover over your theme and click View Theme, click on the "..." next to Live, click Edit Code, then select the file you need to edit in the left column. 2. Add the links to the fancybox code in your document_head.hbs (the bottom of that file is fine): <link rel="stylesheet" href="https://cdnjs.cloudflare.com/ajax/libs/fancybox/3.2.5/jquery.fancybox.min.css" /><script src="https://cdnjs.cloudflare.com/ajax/libs/

If we can get the count of comments & attachments of the article, then developers could save 2 extra API call to fetch comments & attachments detail. To avoid too much HTTP code 429. article: https://developer.zendesk.com/api-reference/help_center/help-center-api/articles/#list-articlescomments: https://developer.zendesk.com/api-reference/help_center/help-center-api/article_comments/attachments: https://developer.zendesk.com/api-reference/help_center/help-center-api/article_attachments/

How can I edit the URL of one of my forms? It would be nice to edit the whole URL, but ultimately I just need to add a word to the end of the URL. Current:  https://___.zendesk.com/hc/en-us/requests/new?ticket_form_id=####### Needed:  https://___.zendesk.com/hc/en-us/requests/new?ticket_form_id=#######_newword

The Knowledge app only shows articles that are published within search results. Thus, I'd like to explore having all new articles published internally to Agent and admin, or ideally another visibility that we'll set up show the articles is in progress, to make it available in the Knowledge app for all support engineers. This will help improve the article as other users can comment/edit it to improve it based on their experiences, while it avoids duplicate articles from being created.  Can we set publishing permissions at the visibility setting level? Or, is it only at the user level for all visibility options? 

Hi everyone, I’ve been editing some of my reports in Zendesk Explore, but the changes don’t seem to show up on the dashboard. The dashboard is still showing the old version of the report. Do I need to refresh something manually or is there a way to make it update automatically?

Hello! Is there a way to track the # of unique users who visited the Help Center? I can't seem to find that particular metric.