Knowledge

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.&

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. 

Hi thereI have a ticket form. I want to implement the full Cloudflare Bot Management solution, not just the captcha. However, I can't find step-by-step instructions for integrating it with Zendesk.Cloudflare suggested the following steps, although they weren't sure that this would work with Zendesk: Create a Cloudflare account with a CDN and Bot Management enabled. Set the CDN to route to the origin <mydomain>.zendesk.com Update my DNS to go via this new Cloudflare CDN Since ticket forms are already in front of a Cloudflare CDN, the suggested solution would end up having two CDNs in the path, which can cause issues. The current CDN will identify traffic coming from my new CDN as a bot due to its mostly static IP. There must be a simple way to implement this. Can anyone provide instructions?ThanksJonathan

I'm trying to optimize our Zendesk Guide content and improve our SEO. All of our article links include a nofollow attribute. We tried editing the code in the article_page.hbs and the header.hbs, but when I look at the article html the hyperlinks still include: rel="noopener noreferrer Does anyone know how to make a global change to eliminate this nofollow attribute? Our articles typically link to our own website and we want to pass that link juice to our primary web properties or to related articles. Thanks

I am struggling with the steps in this article https://support.zendesk.com/hc/en-us/community/posts/6485027590426-Guide-Tip-New-way-to-request-feedback-for-article-downvotes?sort_by=created_at&sort_order=descIn this section of the code: custom_fields: [            { id: 12386706806425, value: form.url }, //article URL, replace ID with your custom field            { id: 900005760523, value: reason }, //feedback reason, replace ID with your custom field          ],          ticket_form_id: 900000044103, //your article feedback form, replace with your custom form ID        }, what is custom field id for form.url? I do not understand where to find this. I have the custom field for reason and the ticket form ID. Where might I find the form.url ID?Thank you for any information!

I have community settings disabled, but in my theme, you can still access it via User dropdown > ActivitiesThis is a strange experience as it is disabled, and there is nothing to add. How can I remove this completely? Or will it be removed once it is live?

We use the "copy link to highlight" option to link agents to specific sections of text. These links seem to timeout over a certain period of time. Can you please confirm the time limit on these links, or what else may break them (changing article title or moving placement)?  Is there a way these links to highlighted text can remain permanent? We are using linking to headers and anchoring as a workaround for now.

Hi,  Please forgive my lack of knowledge here. I've looked at the advice for hiding the upload attachment area of the ticket form on Guide on multiple threads and comments and have a bit of code that has worked for other users however it does not seem to work and the script has changed significantly since then and I can't see any newer guidance on how to hide this area.  As per the guidance, I'm adding this code to my script.js  // hide attachments if (window.location.href == "https://XXbrandURLXX.zendesk.com/hc/en-gb/requests/new?ticket_form_id=XXumber hereXX") {    $('.form-field label:contains("Attachments")').hide();   $('#upload-dropzone').hide(); However in preview it is not working.  I can't switch off the option in overall settings as we still want attachments; I just don't want it on this specific form that sits on another brand within our ZD. 

Hello Zendesk Community! I'm excited to share a solution I've developed for a long-standing issue many of us have faced: making dropdown fields searchable in the Zendesk Help Center. This lightweight, efficient utility provides a seamless searching experience for dropdowns and offers additional customization options and better UI.Request Thread here:  Here's how you can add this to your help center 1. Add the CDN to your Help Center Open your document_head.hbs file and add the following line.<script src="https://cdn.jsdelivr.net/npm/zenselect@0.1.5/dist/zenselect.min.js"></script>  2. Add the script to your new_request_page.hbs file: <script> document.addEventListener('DOMContentLoaded', function() { zenSelect('4520048004116',{"placeholder":"Select or Type","emptyMessage":"No Results"}); zenSelect('field_id'); zenSelect('4514796809492',{"placeholder":"Choose who you are"}); }); </script> Re

Hello,  My company relies heavily on bullet points in our documentation. Here is an example of what we are encountering in our Zendesk hosted articles: Also, when copy/pasting bulleted lists from Google docs into a Zendesk article, it's quite common for the order of the contents to become completely switched around. It's a bit of a nightmare. Thanks for the help! Regards, Anne

Good Day, Is there a way the Zendesk Mobile App can be extended to include the option for End Users to log and manage their requests via the app instead of the web platform

I am publishing content to Zendesk Guide via MadCap Flare's Zendesk Connect plugin.  When I do my articles all now have a Title and an H1 heading that are the same.  I don't want to have to edit all of the articles to remove the H1 heading.  MadCap suggested adding this css snippet to the document_head.hbs file of the active Theme. <style>.article-body h1 { display: none; }</style> However, I am still seeing the duplicate heading.  I tried moving it to the css file as well (without the <style></stlye> tags, but that didn't work either. Does anyone have any other ideas? Thanks! 

I created a Report that shows the Update Handling Time of each agent per customer per week. Here are the metrics/attributes I am using for reference: Metrics (1):SUM(Update handling time (mins)) Columns (1):Update - Day of week Rows (2):Ticket organisation nameUpdater agent name What I want to do with this report is be able to filter the weeks on my Dashboard. For example, if I want to see how much time an agent spent a day for each customer last week, I would filter it by Year & Week - 2025 W33 (week 33). If I want to see how much time is spent by agent per customer per day this week, I would choose 2025 W34. My expectation is that since it is only Wednesday as I post this, if I select 2025 W34 (current week), I should only see available data for Mon, Tues, Wed. However, my table shows data for the rest of the week for Thur, Fri, Sat, Sun. When I drill in the data, it shows tickets that have been updated before this week, some even months past. Has an