Knowledge

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

We are in the process of moving all our printed manuals and guides to Zendesk Guides. However, we still have many customers who prefer a printed manual. If you just select print in the browers menu, the result is not good or usable. Is there a way to get a print article button on all articles?Something like this?

Hi all, Is it possible to select by default the Articles type on the search results page (instead of All types)?  We're finding in our help center that most users don't even know to select the Articles type to show the By category subfilter. We didn't even realize that function ourselves when we were building the help center. It's just not intuitive. If Articles is selected by default, users will always see the categories. Thanks

Hi, How can I verify my knowledgebase site with Google Search Console (formally Webmaster Tools)?

Hi! I am looking for a way to filter out internal end users from my organization in Google Analytics. Has anyone found a way to do this?

We've recently rolling out omni-channel routing and agent states to our team and were excited to dig into the agent productivity metrics that come with this. However, we're hitting a wall with these metrics, as there is seemingly no way to combine ticket data with productivity metrics.  For instance, we're able to report on Max and Min used capacity, but without knowing how many different tickets make up this capacity, the metric is useless. For instance, if we have two agents with a capacity of 3, and one is solving 3 per hour and one is solving 30 per hour (with new tickets being constantly assigned), they will both return the same max capacity of 3 for any one hour.  In a perfect world, we'd love to see tickets solved per time in agent state. This would be hugely beneficial data for us to have and (in theory) is the relatively straightforward combination of two metrics and attributes that already exist within Zendesk. Also happy to hear if there is already a

Hi, I'm working on adding a new contact form to our help center and routing end users to specific ticket form based on where they clicked the submit a request link (thanks to help from Ifra Saqlain & the community!!).  Now, I am hoping I can customize text above the request form based on the ticket form id (today we have one from with text above it without special logic). What I want now is: Have Ticket Form A show Text A above the form  Have Ticket Form B to show Text B above the form Have Text C follow both Text A and Text B above the form. I've tried the code below but it's not working.  Text A appears on both forms, and, it appears UNDER B.  Does anyone know how to do this/what's up with my code?   {{#each ticket_forms}}{{#is id 123}}<p>Text A</p>{{else}}<p>Text B</p>{{/is}}{{/each}}<p>Text C</p><br><div class="new-request-form">{{request_form}}</div>

On Zendesk the end-user has to scroll to find the wanted option on dropdown fields, I would like to know how is it possible to make it searchable, I'm open to CODING options as well since I still haven't found a way even with development. I see this post on community: https://support.zendesk.com/hc/fr/community/posts/4409222514330-Drop-Down-Field-Searchable?per_page=5&page=1#comments But it didn't have a reply for a while, I wonder when is gonna become natively available. I used "Q&A - Help center and community for this topic, I wonder if it's the correct one, it seems that the options of topics have changed a lot.

I'm sure this must be common knowledge and fairly simple to do. But for the life of me, I can't figure out how to style the HTML I added to an article with CSS I reated for it. I've created some custom tables with HTML. And since these tables will not appear in every article in our Help Center, I only want to apply the CSS to the specific articles where they appear. I don't want to do anything with changing a global theme.  I added the tables using the source code “HTML” feature. There are no inline styles. I have the CSS in a <style> tag within the <head>. Do I have to put the CSS elsewhere? Is there another location in Knowledge admin where you store a CSS file and refer to it in the HTML head? When I just throw it in above the HTML, I get the empty <style> </style> tags above the unformatted table content in the article.By the way, the code renders properly in browsers.

 Here is a script that exports Zendesk Guide Article information as a CSV: https://github.com/scotthavard92/Zendesk-Help-Center-Export-Scripts This tool uses the Zendesk Help Center API(https://developer.zendesk.com/rest_api/docs/help_center/introduction) to pull Guide Information and populate it in a csv file. This will output values such as Article Id, Article Title, and Vote Count. The output looks like: Here is a nifty video overview and instructional: https://youtu.be/nGYQwV-kpyE Let me know if you have any questions!  

Hi,I'm prepopulating a multiselect dropdown in the customer portal (Knowledge) when the customer clicks “submita re quest”. I don't want to let the customer change the value but i want them to see it.I'm using the latest version of the Copenhaghen theme. I was trying to disable it using javascript but it doesn't work. I also tried using the props:let result = props.requestForm.ticket_fields.find(({ name }) => name === "request[custom_fields][123456]"); result.isDisabled = true;and it doesn't work.What is the best way to disable it if it's possible with the new theming API?Thanks.