Knowledge

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

Hi, everyone! Does anyone have any best practices for ensuring members of our community get notified? It seems like the community member needs to follow topics/posts to receive notifications, so wondering if anyone has done anything else to try to increase notifications going out to community members? Thanks!

This can be considered a followup question to this other post: https://support.zendesk.com/hc/en-us/community/posts/4411088962970-Can-a-zendesk-article-display-iframe-content Basically, I wish to embed a google doc into a helpcentre article, in such a way that if I make changes to the google doc that make it longer or shorter, future renders of the helpdesk article will dynamically resize to the new changes in the underlying doc, without need to make any further changes to the helpdesk article itself, either via some fancy CSS, or some JS, or indeed any workable solution.

Hello, I need to download all the content of Guide. I found an old post titled "How to export knowledge base content from your Help Center as PDF (no coding required)" that suggested to use "Knowledge Base to PDF" Zendesk App, but it has been removed from Marketplace. Please do you have any advice? Many thanks, Franca

Dear Zendesk Community, We would like to manage a form via Zendesk which recquires a lot of info to be put in fields. Like below but up too + than 20 rows:  Do you know how to put a field side by side to another one? Thank you very much,   Best regards, Raphaël

Is there anway to import articles in bulk to zendesk Guide? I have more than 2 thousand articles and I'd like to import those ones in bulk without having to create article by article.

Hi, I'm curious if anyone knows whether you're able to up/down vote tickets? I've seen articles for implementing a vote count on articles, but our use case is to track highly sought after enhancement requests.  Let me know if anyone has any insight, thanks!

Hi…I currently use dynamic content to display placeholder text in the search field on the category page. The placeholder currently displays “Search this category” in the selected language. To improve usability, I'd like to display the designated category name in the placeholder. For example if the user selects a category in guide called ProductX, the search placeholder should display “Search ProductX” in the appropriate language. Does anyone know how this can be accomplished? Dynamic content only seems to support the addition of user- and ticket-related placeholders. Thanks Stefano 

Hi community,  We had some product changes where one of our workflows was split into two separate workflows. I've created a new article for the new second workflow, but there are a lot of articles that still point to just the one article. Is there a way to find all articles that have a link to this specific article? 

Does anybody know how I can customise the new request page?  I've tried looking around in the code but can't seem to find the relevant section.  Specifically I want to edit the text above the form drop-down box that currently states "Please choose your issue below". Maybe i'm being blind but I cannot find it :-)

How are 'Searches with no results' defined? In the Zendesk Guide dashboard 'Searches with no results (top 5)' with no results appears to show searches for which there articles. When searching our Help Center for terms that appear in the top 5 list for the last few days produces results. Results are not new articles, they are articles that existed prior to the last X days for which the dashboard indicates no results were returned.