Knowledge

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.  

Hello, it appears that NotebookLM (by Google) may encounter challenges when attempting to gather data from a Zendesk Help Center, even if the Help Center is configured for public access. In a few words, it says that my HC URL is not valid, that is NOT true. Same result by providing the zendesk native domain (not host-mapped)… It looks like Zendesk is blocking any web scraping action from an external bot… Anyone has experienced the same issue? Just to be clear: I don't want to upload the Help Articles Manually to NotebookLM (or any other LLM engine). Thanks!

Hello Community, I'm facing a strange issue with a custom script located in my script.js file in the Zendesk Guide theme.When I load an article page, my script initializes and works perfectly. However, if I stay on that same page for a while, the script's functionality suddenly stops working. This can happen when navigating to another article and back again but not always the case. It appears to happen after a short period of time, or possibly after some other element loads onto the page. It feels as if the event listeners my script created have been detached or that the DOM elements they were attached to have been altered. I'm using the browser's Sources panel to verify whether the script.js file is actually included when the page loads. My question is:What could cause a script's functionality to "disappear" like this on a single page? Could it be another component loading asynchronously (like a widget, cookie banner, or the comments section) and altering the DOM? Is th

Hi! In the Help Center, is there a way to move the comment section in the article page to the sidebar, so the viewers don't have to scroll down to leave a comment?

You can add sorting to your HTML tables in guide using the Jquery TableSorter plug-in. Although this script includes many options and customizations, only basic sorting is described below for simplicity.    I used the download and documentation provided on the following site: Sorting Tables with Tablesorter. There are many other resources as well. Review the documentation and download the tablesorter-master.zip.    Now you can modify your Help Center. First, edit your theme and add the following plug-in assets: jquery.tablesorter.js theme.blue.css (or whatever theme you choose) To learn how to add assets, see Using your own theme assets.  Next you need to instruct Zendesk to use the tablesorter plug-in for all of your tables. Edit your theme.  Open the template document_head.hbs. Under your stylesheet links, add the following lines, and save.  <script src="{{asset 'jquery.tablesorter.js'}}"></script><link rel="stylesheet

Can Guide articles be marked as "favorites"? Some of my agents would like quick access to the articles they use most. 

Hi! I need to know how to hide a form from the 'submit a request' page drop down option, we don't want customers able to select it from the list (we are currently doing a trial by sending them a hyperlink to it through email contact). Customers are not required to sign in to submit a form so we can't use the option of hiding dependant on organisation (saw an article recommending this). Does anyone know how I can do this please? Newbie coder here so not sure how to go around doing this!

Hi, I'm using Zendesk Professional. We are in the process of changing products and want to develop new sections and articles before rollout. I know I can create draft articles in existing sections of the knowledge base but can I create a draft section and not have it visible to the public?

Hello Zendesk community! I'm having an issue where Google search results from our Help Centers are not showing our custom favicon in the search results. It is showing the Zendesk default favicon. I have an open support ticket, but curious if others are experiencing the issue and if they have had any success in getting it resolved. I have followed the steps to request Google re-indexing and also refreshed my favicon files, but I'm still stuck with the default favicon.  I've searched for other Zendesk help centers in Google, and it looks like it is affecting some but not all help centers. For reference, something similar happened last year. Service Incident: Help Center incorrect favicon in multiple search engines.To be clear, I have a Zendesk ticket open. I am looking to see if anyone in the community has had success resolving it on their own, since the steps I've been instructed to follow have not yet had an impact.

HiI have 3 forms and would like each one to have a different hardcoded Description. I have the following code already, but this is applied to all forms.Is there a way to assign a different description by form ID or name similar to below?  $('#request_description').val('System Access Form'); // Autofill description

Recently we had a mass-incident with the service we support. We quickly identified a simple workaround, and I created a Help Center Article with the workaround, created a Macro pointing to it for our Agents, and updated our “we received your request” autoreply to note the incident with a link to the Article.Now I'm looking ahead to the next time we have such an event. I would like to update my Help Center template to have a togglable “Hey, there's a major incident active. Go see this article” banner. Toggleable because I'm the only Admin who's remotely web-content savvy, and I want my co-Admins to be able to enable/disable this if I'm not around to monkey the page templates. I've figured out everything I need to do to implement (manifest updates for the toggle, date/message fields). What I haven't figured out is how to be able to specify the Article ID in a setting field and have it rendered into the banner as a link with the Article's title.Is this a solvable problem?

Hi All, I'm seeking assistance on how to autopopulate the description box based on the value of a particular custom field. This for when an end user submits a form. The custom field is a drop-down menu containing only 2 options The Description box has been hidden to let us customise the ticket description. This is my current code so far: $('.form-field.request_description').hide();if ($("#request_custom_fields_360025027158")=="OPTION A") {$('#request_description').val('Description 1');}else {$('#request_description').val('Description 2');} Any and all assistance would be appreciated.

Does anybody know how to adjust the text line break spacing (height) in a table, within a content block? (in yellow in below screenshot)Line-height in the Content Block code will only adjust the line height of a continuous sentence, but not an actual line break (enter/return) .Many thanks for any feedback!

Hi all! I just updated my help center theme from APIv2 to v4 in order to get greater form customization options. But I'm currently finding it more difficult. Hoping to find some advice.In particular, I need the organization field on the contact form to be hidden. The customer's default organization is fine to pass through. But they don't need to see other organizations if they're part of more than one.Ideally, it would be great if the field ID was added as a class for the div that contains each form field. But I'm struggling to make sense of the new js assets that are in the latest Copenhagen theme. Can anyone point me in the right direction for this?

I am looking to hide specific dropdown values based on a form selection. We use a form by product approach and for a specific product we only want the option to select High or Urgent as the priority. Is this possible? 

Prerequisite:* Admin access Support & Guide* Default Copenhagen Theme* Turn-on anonymous ticket submission* Custom form* Custom fields editable by end users Steps:1. Go to article_page.hbs2. Paste html code (a) in line 1623. Paste script code (b) at the bottom4. Go to style.css (c) then add css code at the bottom5. Publish the changes and test your new theme in Incognito mode   a. HTML - replace subdomain, change the options, values, and spiels as needed {{!-- Article Feedback --}}    <form class="request-form hide" id="article-vote-down-form">        <label for="reason">Sorry about that! What was the issue?</label>        <input type="hidden" value="Article feedback: {{article.title}}" class="hide" name="subject">       <input type="hidden" value="https://subdomain.zendesk.com/{{help_center.url}}/articles/{{article.id}}" name="url">            &nb