Knowledge

We use pre-fill URLs frequently. From what I've found, the only method for compiling the URL is passing the parameter values as plain text. For links that would contain confidential information, it seems like encrypting the URLs so they're no longer readable would be ideal. Is it possible to use some kind of encryption so the URL doesn't look like:zendesk.com/hc/en-us/requests/new?ticket_form_id=2965456789890&tf_29654554454533=my company name&tf_description=this is confidential&tf_360051234765=Web Site But rather something to the effect of:zendesk.com/hc/en-us/requests/new?ticket_form_id=2965456789890&tf_NJ3DHUF9DWG334HDFNDE0

Here is my situation - our company supports a large number of remote workers in North America (95%+) and EMEA (<5%). We are migrating from email distro-list support & PDF support docs to Zendesk Suite. We're launching ZD Support for North America later in the month and will be migrating our PDF docs to Help Center over the next few months.We will eventually stand up ZD for our EMEA team as well, but it's a much lower priority since it's a small percentage of the audience needing support.Currently we have a common doc set for North America & EMEA. We would like to maintain this model going forward, rather than having Help Center for North America and PDF docs for EMEA.For GDPR/data privacy reasons, we can't just point our EMEA audience to the North America Help Center, because we can't have them register/log in/enter tickets while the data is hosted outside EMEA.What I'd like to be able to do is to geoblock the login/portal & support-reque

We have leaned in heavily on the multi-brand and on the whole it works great, but in some cases when a logged in agent goes to the site they are redirected to the agent workspace of the primary brand. This includes HCs that are activated and public-facing - they can be accessed via incognito browser. Why does this happen?

How are you all keeping your Help Center screenshots updated? I have worked with learning solutions in the past and they typically have a central library where you can add/update images/videos to reuse across courses, but I don't think Zendesk has anything like that at the moment for the Help Center. I have a highly manual process for this at the moment where I go into each Help Center article and update each screenshot. I am wondering what you all do and if there is a better way? I also learnt about KB Automate App, but it seems to be no longer active, this would have been a nice alternative. 

I am trying to have the article to display both the first publish date and the last update date, But I do not seems to be able to do so, Ive tried to use / adjust the coding with reference to Tip: Display article revision date instead of publication date. I've manage to hide it completely or change the fonts, which is not really what i wanted. Thanks 

I've searched and tried, but I'm not really able to change the vertical spacing between components what make up the complete guide article.Where in the code can I adjust this? Should this be adjusted by padding, line-height, else?I'm especially interested in changing the areas in yellow in the below screenshot, for all articles in the KB:Any feedback is hugely appreciated. Tnx!

Hello Everyone,CreditZendesk Product(s): Zendesk GuideCode Requirement: JavaScriptTemplate: New Request pageScenario: Prefill the subject and description fields (if fields are required) and then hide both fields or only one field (depends on requirement).  Quetion:  How to hide subject and description on new request template for the specific form? Answer:You want to hide the fields only for one form then check the form ID using the window location code with the IF condition using the JavaScript.Source:  if (window.location.href.indexOf(

Update from Community Team: jQuery has removed in v2 themes and this tip doesn't work without jQuery. How to require an attachment in a ticket if a particular dropdown option is selectedWe needed to require an attachment if a certain dropdown option was selected by the user when they are filling out a certain form to submit a ticket. Without being able to require the attachment, extra time would need to be spent by the agent to contact the user and ask for the additional document. Solution OverviewThis was done by creating a custom checkbox field that is set to be required, and adding the checkbox to the form, hiding the checkbox via CSS, then programatically selecting or clearing the checkbox according to the dropdown option selected and the number of attachments present.Limitations  This solution detects that an attachment has been uploaded, but doesn't verify that the

I am trying to figure out how to hide the author in search results.  This article suggests simply commenting out the author's name in search_results.hbs, which of course I can do. But I want the behavior to be controlled by theme's settings (i.e., settings.show_article_author). But when I wrap the HTML in search_results.hbs with the appropriate conditional:{{#if settings.show_article_author}} <span class="meta-data">{{author.name}}</span> {{/if}}I get an error message trying to save:not possible to access `settings` in `settings.show_article_author`I feel like I'm missing something obvious. 

If manually translating 250 articles of your help center to 6 different (or more) languages is not an option for you, here is a quick guide on how to insert the free Google translate widget to your help center and providing a “good enough” automated translation. Keep in mind that Google Translate widget does not cover the translation of search nor of the screenshots (obviously..). You can check out what it looks like and how it works here: https://support.aodocs.com Note:The following steps are done from the newest version of the Guite Theme editor. We are going to go it in 4 steps:  1. Insert the script to your Help Center  2. Insert the button in the Guide Header  3. Modify the look of the Button  4. Modify the look of the Dropdown menu

Hi, is there a way to add icons or symbols to the titles of the article? as example, we'd like to show the symbol of a camera for the articles for which we offer a video tutorial. Thanks!Carlo

Can I create a custom Help Center page template and insert a form dropdown for a different brand?

Many customers ask how they can segment out their Help Center activity metrics based on user role. While this isn’t currently possible using the Help Center dashboards, it is quite easy to do using the Zendesk Google Analytics integration and custom dimensions. Step 1: Enable Google Analytics Site Search Tracking on your Help Center If you haven’t enabled Site Search Tracking for Google Analytics, follow the steps in this article to enable it on your Help Center. Step 2: Configure custom dimensions Google Analytics Custom Dimensions are a way to capture custom information on a user when they visit your Help Center or anywhere where you have Google Analytics tracking enabl

Hi, I'm looking for a solution where I'll be showing an option on the Zendesk Guide (Help Center) Template on the header only if the user is an Admin or Agent. However, I'm unable to find the right variable in the template code that shows me the user type. In the header.hbs code, we have an option to check if the user is signed in or not by variable "signed_in", but we have nothing to check the user type. One detail I found on the "user_profile_page.hbs" is that it shows user.admin and user.agent, these variables are not accessible on the header. Is there a solution to pull the user Type? Ref Image of code checking if the user is signed in:

We need to hide one form in the Help Center from all of our Zendesk users, except for the members of one organization. I've found articles on hiding a form from everyone in an organization (https://support.zendesk.com/hc/en-us/articles/4408886229146-How-can-I-hide-ticket-forms-based-on-a-user-s-organization-)  and hiding a form from the drop-down menu in the Help Center (https://support.zendesk.com/hc/en-us/community/posts/4411892827674-How-to-hide-dropdown-field-value-in-the-request-form-for-End-User-). But I can't seem to get the pieces to fit together. Anyone know how we would do this?

CC field is optional by default on a new request form. Is there a way to force the CC into being a required field? 

I would like to create a set of page templates for articles in my help center. I thought this would be as simple as creating unpublished pages as templates, then cloning them to create content pages. But as far as I can tell, Guide is missing the basic “make a copy of this Article” functionality.I've found a bunch of years-long threads from people who want to duplicate pages into multiple sections, or between Help Centers, but I'm looking for just a simple “create a new page as a duplicate of this page” option.Am I missing something, or is something this basic not available in Guide?

Hello all, Is there a simple way to move the default CC field in a Zendesk ticket form to another location (e.g. at the bottom of the form beneath all the other ticket fields)? Right now and since we enabled the CC field, it's sitting at the top of each form and I can't see it as a separate ticket field in Support so that I may move it in my ticket form.

I’ve applied labels to Help Center articles, carefully following all the instructions provided in the Knowledge Base. However, I’m still not seeing any improvement in search recommendations within Live Chat or the Help Center.Can someone help me identify what might be going wrong or provide additional guidance?Thanks in advance for your support!

Zendesk level:  Beginner to IntermediateKnowledge:  Copy & Paste / CSSTime Required:  10 minutes Hello Guys,  I hope you will like this tip. Now you can show your Help Center "Promoted articles" with toggle format. Follow the Below Steps -  Copy the promoted article code and paste it on your Help Center templates  {{#if promoted_articles}} <section class="articles home-promoted"> <h3 class="promoted_title">{{t 'promoted_articles'}}</h3> <ul class="promoted-articles"> {{#each promoted_articles}} <li class="promoted-articles-item"> <a href="{{url}}" class="promoted-title">{{title}}</a> <div class="promoted-body"> {{excerpt body characters=300}}<br/> <a class="see-article" href="{{u

Hey everyone!I've been re-theming our entire help center using the new v4 API, and everything was going great until I hit a snag with the new request form. Before, each list option on the form would grab the ID from the backend, making it super easy to spot and hide list items that weren't linked to a specific product. Here's how it looked before:<li tabindex="-1" id="123456_administration" role="option" aria-selected="false">Administration Module</li>With the upgrade, there are no meaningful identifiers on any of the list options. Now, I can't specifically target and hide them based on the product the user has chosen.<div data-garden-id="dropdowns.combobox.option.content" data-garden-version="8.76.2" class="StyledOptionContent-sc-536085-0 cnRIZV">Training Product</div>This seems like a massive oversight and I wa

Hi I am trying to find a way to display Problem tickets in the Help Center.  This way our users can see if what they are about to create a ticket on is already a Problem Ticket.  Any suggestions?

Was wondering if there is an option to have a draft document attached to the ticket so agent can add or amend information on it, and have all info in one document instead in several comments. The idea is to know what agent already tried or did , what worked or not, while trying to fix the issue logged with us. If agent will leave business or be unavailable, it will be much easier to have one document instead of looking in all ticket history which sometimes can have dozens of comments. Also this will allow everyone to not repeat same step again if they forgot they did it.  

Hi everyone! In this short post I want to ask and to share a challenge that we are facing at this time. We have a service strategy of following the sun, this pushes us to make permanent handover of tickets. For customers, knowing that 3-4 people are interacting with them become very confusion and sometimes even a reason for distrust and potential dsat likehood. I wonder since we setup expectations since the begining “Hello, I am X and I am here to help you”, do we really need to have the agent names always visible in messaging conversations?  I would love to “hide” it and to empower my team to introduce themselves when necessary, rather than be a fixed banner. Does someone else have the same issue?