Knowledge

Hi Everyone, We're currently building out our help center which is a really exciting time for us. One thing we're looking to do is something similar to Zendesk have on the home page of their own help center. We want to include a "Troubleshooting" section, visible on the home page, which displays a list of all promoted articles from that very specific section, within a category. I'm having a real hard time figuring out how to do this, although I'm sure it must be possible. I tried this code:  {{#is section.id '201697321'}} {{#each article.promoted}} <li><a href="{{article.url}}">{{article.title}}</a></li> {{/each}} {{/is}} Only to be given a "invalid reference: {{article.promoted}} at line 14" error message. I'm very new to working with Handlebars, and the Zendesk help center in general, so I really hope this is something small and me just being a newbie, but does anybody have any

I'm running in circles for hours now with this Guide problem. I simply cannot remove a category from my Help Center. All solutions I found so far in the internet or Zendesk community point to buttons I don't have anywhere. I'm the account Owner/Admin so I don't understand why I can't do anything. I can create new Categories but can't delete. Within the HC preview there is also not an option while going in or out the categories.  This is really getting on my nerves, as the HELP CENTER of the Zendesk HC is being useless (giving useless solutions).

Is it possible to move the recently viewed and related article section to the right hand side of the page? Similar to how Zendesk has their articles formatted?  Thanks! Current location Desired location

I need to change the CC label on my request form to something more along the lines of "Submitted on behalf of. ".  I do not know where to go to change it or how to modify the script ( I am not a coder)  If anyone has a sample of the modifications  I would nee to make that would be awesome and where to place the modifications.  Thank you so much for any help   

Apologies for the newbie question, I'm evaluating Zendesk and have been unable to find an answer to this question:   Is it possible to have Guide work in a way such that 1) some categories (e.g. short FAQ Q&A pairs) are displayed inline after accessing the 'page' for that category.  2) other categories (e.g. how-tos and user-guides) are displayed in the 'standard' way, with each article on it's own page Many thanks to anyone who can help.  Bonus points for an online example. Cheers. 

Hi, we are trying to personalize the image that pops-up when sharing a guide link, but we havnt been able to do so.  We have  customized our Zendesk theme, adding the following <meta> to the Header portion of the theme: <meta property="og:image" content="https://theme.zdassets.com/theme_assets/2131447/d3bf0349a94f4ea9c3e415b6b871845852c97172.png" /><meta property="og:image:width" content="600" /> <meta property="og:image:height" content="315" /> However, it looks like a <meta> is automatically injected: <meta property> = "og.image" content="http://p13.zdassets.com/hc/assets/logo.png"> How can we customize the image shown when an article is shared? We have the same

I need to add our phone number to the header to the right of "Submit a Request", but I do not know how to customize our theme. I have read the relevant articles as Support suggested: https://support.zendesk.com/hc/en-us/articles/205753348-Using-the-Help-Center-templating-language-Guide-Professional-and-Enterprise- https://support.zendesk.com/hc/en-us/articles/203664326-Customizing-your-Help-Center-theme-Guide-Professional-and-Enterprise- I have never done any kind of coding, so these articles do not help me. Is there anyone who can assist? Your help is greatly appreciated.

Background We do Customer Service for our online and physical store customers in 4 countries - Denmark, Sweden, Norway and Finland. We want to take advantage of self-service options using Help Center and Web Widget. Our focus is on quality, ease of use and a short route to publication. Multilingual content creation can be a painfully slow process, so we hope to optimize a workflow that can drive our self-serve strategy for years to come. Teams Agents dealing with end users directly in their local language on multiple channels (among them chat, email and Facebook) will be the primary contributors of new content. Drawing on their immediate relation to end users and their experience they will actively be scanning for potential deflection opportunities. Quality assurance team verifying content is relevant, formatted correctly, contributing locali

How do I create a formatted list like the following? Please provide the source code.   

We have created some nicely formated and very basic HTML pages that we want to incorporate as part of our customer FAQ. Nevertheless, when we try to copy/paste the code, initially it is correctly previewed, but when we click the update button, then it gets re-formated and all the magic goes away. We have already invested some time into this and would like to know if there is any chance of working around this very inconvenient product "feature".

Hello Everyone, I'm working for a Fintech company active in the Blockchain (SwissBorg) and we have decided to move our support on Zendesk. We have already a fairly big community but on many different channels ( telegram over 10K, facebook over 30k, Reddit about 2k,....) Now i'm exploring the community forum and looking how to attract, engage and develop a community here. Our goal would be to create something similar to to spotify : (https://community.spotify.com/). The Idea is to have community members helping other community members as well as community members providing feedback to adapt our services. What are the tools available to track the activity of the various members ? Can we created different categories of members ( not only agents ) with different rights ? Is there a way to award badges to the active members ? Any best practices to shares ? Thank in adva

I have custom fields and forms and some fields don't appear on certain forms.  However, when an end user goes to their ticket, they see all the fields and not just the ones associated with that form.  How can I get the Help Center my activities screen to only populate the fields with data?  I have this JS logic but have been unable to get it to work.  Worse yet, if I modify the theme at all, the "Add reply" button doesn't show up. $('.request-details dd').each(function() { var fieldValue = $(this); if (fieldValue.text() === '-"') { fieldValue.prev().remove(); fieldValue.remove(); } }); Ideas?

I am using the Copenhagen theme controls to display the Article list in the collapsible sidebar on the articles and the sections page. (Ideally, I want a full tree control with all sections, subsections, and hierarchies, but the partners have not figured this out yet. Because I am displaying only articles in the same section, I'd like them to display expanded by default. Right now they expand collapsed.  Could you please help me to expand by default? Looks like it should be.  My JS from Copenhangen // Toggles expanded aria to collapsible elements$(".collapsible-nav, .collapsible-sidebar").on("click", function (e) {e.stopPropagation();var isExpanded = this.getAttribute("aria-expanded") === "true";this.setAttribute("aria-expanded", !isExpanded);console.log (isExpanded);});   My HBS {{!--Copehangen sidebar--}}<section class="article-sidebar"> <section class="section-articles collapsible

Hi! I'm new to customizing Zendesk themes and don't have much knowledge of HTML, CSS and JavaScript.  I'm looking for a way to place a different banner type image across each category page. Can someone let me know what code I would need to achieve this? Thanks

Hello, We just started our subscription and I'm tasked with migrating our existing documentation to the Help Center.  These exist almost entirely as multipage PDF or Word Docs with lots of screenshots.  I'm having a great deal of trouble finding out how to convert these into Help Center content without a great deal of hassle (basically reconstructing each image by image - ack!) I could just attach them as files but that's basically just a file repository and we'd like the content actually in the Help Center articles.  Doing a straight copy/paste strips out any images. I'm sure I'm not the first person needing to do such a basic task but I can't find much in the existing support threads.  I'm hoping I'm just overlooking something. Thanks!  

How can I remove a section or category from the help center?

I've customized the help center which will be the landing page for users. How do I add a "Submit a Request" button to that page. Thanks!

Hi all, We use the Humble Squid theme for our Help Center. Within our Help Center, we currently have it broken out into 6 categories. Four of the categories contain a few sections with articles. We would like to hyperlink the other two categories to our website and also to the request form; we think our customers would benefit from having all the resources in the middle of the screen, rather than keeping the link to the request form in the upper right of the display.  Is this possible to create the hyperlinks that I described in the Humble Squid without creating section and article content? Or, is there another theme (i.e. Curious Wind) that allows me to embed a hyperlink on a category? If I need to get into the HTML, has anyone done something like this before? Thanks! Mike

We recently switched to the new theme editor, and I'm having trouble figuring out how to reference assets in my homepage. We have icons for each category: The asset name is the same as the category (e.g. Reports.svg). These were all set up under the old theme editor. This is the code we have in our home_page.hbs: {{#each categories}}<li class="flex-item"><a href="{{url}}"><img class="head-icons" src="//p4.zdassets.com/hc/theme_assets/243990/115000000703/{{name}}.svg"> <p>{{name}}</p> <h2>{{description}} </h2></a></li> {{/each}} The problem happens when I try to create a new Category under the new theme editor. The URL has apparently changed, and the image does not render. Under the new editor, how would I dynamically assign the image to the category?

On the Homepage currently the categories variable is used to display the categories of the Knowledge BaseI've scoured through https://developer.zendesk.com/apps/docs/help-center-templates/home_page however can't currently see a way to replace the display of categories with the display of sections. Alternatively, what is the best approach for migrating the content of the 2 column category page (in the Copenhagen theme) to the Main Page rather than internal page.

I'm trying to add to our Guide templates a link element that would use the article title included as a URL parameter. I've tried this: <p><a href="https://example.com/form/&parameter={{article.title}}">Click here</a></p> But the Curlybars {{article.title}} doesn't bring in the article title property like I'd expect. I get the same result using this, outside a link: <p>{{article.title}}</p> What am I missing about accessing and using page properties? I've read this support article: https://support.zendesk.com/hc/en-us/articles/205753348-Using-the-Help-Center-templating-language-Guide-Professional-and-Enterprise-

Is it possible to make a Youtube video embedded in a knowledge base article responsive to screen size?

Hello, I'm trying to : 1. Move the search bar from the middle position to the upper left corner Example: 2. Want to add the footer to include the company website link/social media link etc Can anyone please help? Thanks!! Best, Coco  

 Is there any way to create a slideshow in Guide articles? We have some content that requires alot of photos, but it would be easier to collapse them into a clickthrough slideshow than stacking and making the page huge.  

We are about to roll out Zendesk for our company, and we would like to replace 'requests' with 'tickets' on the 'My activities' page. I have managed to customize most of the text, but there are a couple of areas that I cannot manage to change (highlighted in the image below). Does anyone have any insight on how to change the text for those areas?   Thanks!