Knowledge

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. 

I really like the new Request list experience and we recently rolled it out. However, there were a few key features that were lacking including an export .csv button. I thought I would share the script to export .csv in case it benefits anyone else here. The code below can simply be added to the bottom of your requests_page.hbs Requirements: jQuery needs to be installed (you can simply drop the jQuery script to the bottom of your document_head.hbs file) https://support.zendesk.com/hc/en-us/articles/4408829274906-Importing-or-upgrading-jQuery You need to be on Templating API v4  New requests list experience must be enabled  Once the requirements are met, you can simply drop this code into the end of your requests_page.hbs. Note, you may need to do some tweaking to get it to work, but it was designed to be generic. </script> <!-- Script to export the tickets, currently displayed on the screen, to .CSV including the selected columns --> <script&

There are a few of our request forms where the default sytem fields Subject and Description are not required and I would ideally like to hide them. From what I have read on other similar posts that the fields can be auto completed and hidden using Javascript or jQuery. Following the example of the article https://support.zendesk.com/hc/en-us/articles/115002860148-Disabling-the-subject-and-description-fields-on-the-new-request-form-in-Help-Center- this is the code I have tried to use but after publishing the changesthe fields are still visble. var ticketForm = location.search.split('ticket_form_id=')[1]; if(ticketForm == 360000116238) {$('.form-field.request_subject').hide(); // Hide subject$('.form-field.request_description').hide(); // Hide description$('#request_subject').val('test subject'); // autofill subject$('#request_description').val('test description'); // autofill description} Can someone point me in the right direction to get this to work Thanks    

Hi All, We use tags to create customer segments for access to Zendesk Guide (Help Center). However, our SSO payload includes tags that remove existing tags on a user's profile, thus preventing Help Center access. How do other folks handle this?  Do you include tags in your SSO payloads?  Is there a different way we could segment Help Center access?  Thanks!Afton

Hello! :) I would like to know if there is a way, hopefully an API, to get the reason that caused a message to not be sent via Sunshine Conversations API (Smooch). For instance, I can see in Apps/Integrations Logs that a message failed to be sent due to “unreachable number”. Here is a example:{ "id": "XXXXXXX", "timestamp": "2024-09-25T13:02:52Z", "product": "whatsapp", "service": "conversations-api", "level": "error", "message": "Message failed to send because the user is unreachable. Make sure you have entered the correct phone number.", "fields": { "appId": "XXXXXX", "destination": { "destinationId": "XXXXXx", "id": "XXXXXXX", "type": "whatsapp" }, "details": { "appUserId": "XXXXX", "conversationId": "XXXXXXX", "error": "Message failed to send because the user is unreachable. Make sure you have entered the correct phone number.", "notificationId": "XXXXXXXXX", "userId": "undefined" }, "source": { "type": "wha

Hello Community! We want to improve the way our internal help center is structured to make it easier for agents to find and use the content available. I am curious to learn from others what kind of approach is being used and what good practices/tips you can share. Looking forward to hearing from you! 

HI, I have experienced with cookiebot and the consent choices that when We select only neccesary cookies, the Contact form in our HelpCenter can't function properly. Users can't send requests. Anyone know about this Problem and how to solve it???? All the best  Julie

Sometimes you want to hide or display/show specified content on a ZenDesk template page (e.g., home_page.hbs) to only certain users. This can be done by adding some basic code snippets to a few ZenDesk theme files. Below are two examples... how to hide content based on user TAGS and the second example is how to hide content based on user ORGANIZATIONS. ... Here's an example of a CTA bar that we are currently hiding from all users that do not have the tag "ticket-access" associated with their user account: https://codepen.io/jord8on/pen/bGqmLeR ... Make content visible or hidden based on User Tags--------------------------------- For this example (which was our actual use case) let's say you wanted to add a section at the bottom of your help center that was only visible to users who had a specific tag associated with their account. Visit https://[your_Guide_HelpCenter_URL]/theming/workbench Find and click the "Customize" button for your current/Live theme (more instruction) Click

Hello I am trying to setup my home page using a template. In the Home Page Introduction section I want to use the iconography and Category name to link to the specific Category page, but I can't determine what that URL will be. In the example below, I am using https://support.placeholder.com/hc/en-us/categories/troubleshooting (placeholder is being used where my company domain would be). However upon clicking the link on the home page, it does not appear. How do I find/use the correct URL to get to the specific Category page?

In Guide, for some articles I want to link to an article attachment in the body of the article rather than have the attachment shown at the bottom of the article. I know that in style.css I can hide displaying attachments for all articles: .article-attachments {  display: none;  } What I want is to be able to do the above but selectively per article without having to modify a conditional section in a hbs file with specific article IDs. Is this possible in the CSS?

I understand that the ticket statuses that are displayed to end users in Help Center are different than the language that's displayed in the admin console.  This configuration is only confusing to the end user who is looking at tickets for their organization or tickets they are cc'd on.  No one is awaiting their reply.  Please change this language to waiting for requestor to reply.

Hello, Is it possible to make one category from your front page of your Help Center have a different back ground color to the rest of them, to make it stand out for example have it in yellow while the rest are black? This is before you hover over it. If yes please provide the script on how to do this.  Thank you. Kind Regards,Anton

I have a stakeholder that would like to add an image to go alongside the request form. Is it possible to put the form in a container on one side, and the image on the other? We're using the stock template: <div class="container-divider"></div><div class="container"> <nav class="sub-nav">   {{breadcrumbs}}   <div class="search-container">     <svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" class="search-icon">       <circle cx="4.5" cy="4.5" r="4" fill="none" stroke="currentColor"/>       <path stroke="currentColor" stroke-linecap="round" d="M11 11L7.5 7.5"/>     </svg>     {{search submit=false}}   </div> </nav>  <h1>   {{t 'submit_a_request'}}   <span class="follow-up-hint">     {{follow_u

I want to change the label that is shown on my contact page (New Ticket Page) It currently reads "Please choose your issue below"   My issue is with the word issue, so looking to either remove that one word or be able to change the entire string    Please, and thank you for any suggestions!   

 Hi,We are using the rest of the API of Zendesk.If the rate limit surpasses, we get the invalid headers for the rate limits that are invalid as per Mozilla standards.For example,we are getting 429 status codes with the following headers. retryAfter: 29 rateLimitReset: 29 rateLimitRemaining: 277In the above example, it suggests hitting the API after 29, however, it shows a rate limit remaining with 277 which is conflicting.Thank you.

Hi! Has anyone tried the Help Center Import app by Zenplates? I'm looking into it for transferring articles from our Production environment to our Sandbox profile, but I can't seem to dig up many reviews. Hoping to hear your insights if it's worth buying. Unfortunately, I'm unable to test it out before purchasing it since Zendesk does not allow one-time purchase apps to have a demo/trial version.

Our Zendesk guide shows articles in search by their created date, not last updated date. So if an article was created 2 years ago, but just updated yesterday, it will show as an old article. Our users want to see when the most recent changes were made. We need to be able to search and have it show the last updated date, not the creation date. 

I have a client requesting for a "Client Notes" custom field that they can leverage when submitting a ticket through our help center. Often times they have their own internal ticketing system and they would like something like this so that they can put those ticket IDs in a specific field instead of always having to put them at the start of a ticket subject for reference. How do I go about editing the new_request_page.hbs (I assume this is what is needing to be updated) so that a custom ticket field is on this submission form?

Our current challenge involves editing the Zendesk form, specifically working with the code snippet "request_form wysiwyg=true." We're aiming to create a submit confirmation pop-up that displays the user's input and gives them the option to double-check before finalizing. Has anyone successfully customized the Zendesk form using the "request_form wysiwyg=true" code snippet? Are there specific files or sections I should focus on when attempting to customize this aspect?

In a Help Center where a section had more than 2 dozen articles (sic), I decided to create some subsections and move some topics into those. So I essentially had a hierarchy that looks like this: Section Title    Subsection Title        Topic Title 1        Topic Title 2        Topic Title 3    Subsection Title        Topic Title 4        Topic Title 5    Subsection Title        Topic Title 6        Topic Title 7        Topic Title 8        Topic Title 9        Topic title 10Topic Title 11Topic Title 12Topic Title 13Topic Title 14Topic Title 15Topic Title 16Topic Title 17 This is how it would look in the “Arrange articles” section of the Guide admin.  When viewing the section above the Section Title as a user, I see the first 5 of the topic

Hello! I have a question regarding the helpers for creating a custom zendesk help center theme. I understand that I am able to create custom helpers, but would I be able to access the injected HTML code by a helper that is given by Zendesk by default. An example of this would be the {{request_form}} in new_request_page.hbs, or the {{form 'comment'}} in request.hbs. I am curious to see if I am able to add, edit, or remove parts of the injected HTML code to suit my own needs. Or would I have to create a custom helper to accomplish this?

Hello, I am using the Copenhagen theme v3.3.0 for our help centre. I need help highlighting and making the current article or section on the sidenav bold.I also want to arrange sections under categories more cleanly. I want to achieve something like in the below screenshot of Udemy's help centre. I tried inspecting element and replicating their code but no success. Thank you. 

Hi there,I want to add a text below the custom form field on the new request page on the  theme which is using v4 API. Anybody can help me on this  Thank You Ronit