Knowledge

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 enabled. First of all you must configure your Custom Dimensions in Google Analytics properly. This must be configured in the Analytics User Interface. Go to the Admin section of Google Analytics and then to Custom Definitions > Custom Dimensions. Create two new Custom Dimensions. Custom Dimensions have the following conf

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="{{url}}">See Article</a> </div> </li> {{/each}} </ul> </section>{{/if}} Copy the CSS code and paste it on your Help Center "CSS" editor&nbsp

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 wanted to understand if anyone else is experiencing this issue and how you resolved it.Cheers!

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?

Hi Everybody! I have a Help Center theme that was edited some time ago to hide one specific form from all users, except the members of a specified organization and has been working fine ever since. But things evolve and we now need to hide two forms. One from all but one organization and one from all but two organizations. However, the new code I have in place isn't working correctly and I'm not really sure why. But I'm a real novice with HTML so that's not really all that surprising. When the new code is added to a test template and the preview is run. It does not change the visible forms and appears to still be using the code that is currently in the live theme. I have also swapped the live theme after hours to confirm that it was not a buggy preview feature. But the behavior was consistent. The new form is not visible despite the account used for testing being an administrator and in the correct organization. While the old form was still visible despite the test account not being in

Hello, I would like to make the article title a hyperlink in some instances instead of an article with clickable links.  In the example below, I would like "Apply Here" to go directly to our website instead of having to open that then clicking. Is that possible?  Thank you in advance.

How to build Help Center looking like this?How to add/make the buttons work?The required feature is active buttons. It is an example taken from whatever web. 

Hi! I am trying to figure out how to hide a specific ticket form from the submit request page. I had followed an old post (https://support.zendesk.com/hc/en-us/community/posts/4409217680410-Hiding-a-ticket-form-on-the-submit-a-request-page), but that solution is no longer working. Does anyone have an alternative solution to DOMNodeInserted that works? I'm new to coding and struggling to find a solution that actually works. 

We would like to be able to add 1) formatting, 2) bullets, and 3) Hyperlinks to a ZD category or section.  Is there a way to do this?

Hello! Does anyone know how to format article titles and making only certain words in boldface (like the screenshot below)? Is this a feature that's theme-specific or can it be done on any Zendesk Guide?  

This handy tip involves customizing you Help Center to display Popular Search topics.It could be also be used to highlight new or specific articles. Prerequisites:  Technical skills: Just copy and pasting Total duration: 5-10 minutes To add popular searches or topics in Copenhagen Theme  Go to Guide admin > (👁️‍🗨️) Customize the design. Choose a theme. Click Customize > Edit code. Select the following templates: "document_head.hbs",  "home_page.hbs", and "style.css". Copy and paste the code below to "document_head.hbs". Replace with your desired topic/keyword title and the links for it. The code below includes 4 topics but feel free to add as many or as few as you'd like.Pro Tip: Base the topics/keywords from your Search dashboard, see Analyzing help center search results with Explore<script type="text/javascript">    const HCdata = {      'popular_searches': {      &nbs

Is there a way to add a tool tip when a customer hovers over a particular word, phrase or image in a knowledge base article?  Something like this... Thanks!

Hi Zendesk community,It seems Zendesk's theming API has been upgraded from v3 to v4.I have a question regarding the change to {{categories}} and the fact that "articles" has been removed entirely from being called from the categories object on the homepage. Our custom design relies on being able to list articles on the homepage under sections. Does this mean articles can be called via another object or has it been removed entirely?RequirementHow can I call a list of articles that belong to a specific section on the home_page.hbs template?Currently, on API v3 I use:{{#each categories}} {{#each sections}} {{#is id 123456789}} <div> {{#each articles}} <a href="{{url}}"> <div> <h4 >{{excerpt title characters=40}}</h4> <p>{{excerpt body characters=100}}</p> </div> </a> {{/each}} </div> {{/is}}Will I instead need to inject a list of articles via a script? If so, will I face an issue with API rate limiting or API limits?

 Hi everyone,We’re working on our Community Page right now and getting ready to go live soon.One thing we’re a bit worried about is duplicate topics or users asking questions that are already answered in an article.I know when someone starts a new post, similar discussions show up under the title, which is great. But is there any way to also suggest related articles at that point?It feels like this could help deflect some of those questions and make things easier for users.If anyone’s got a workaround or suggestions, I’d love to hear them!Thanks!       

My organization would like to move a section from one category to another. We are wondering if those users who are currently following the section will still receive the notifications if we move the section to a new category. Or do the users need to re-follow the section? Thanks for your help! Allison