Forums/Documentation/Web portal (Zendesk Classic)

Lesson: Customizing your Web portal

Jennifer Rowe
posted this on April 04, 2012 09:34

Note: If you joined Zendesk on or after August 21, 2013, you have the Help Center instead of the Web portal. If you landed on this page by accident, see the articles on using the Help Center.

In this lesson, you'll get familiar with your support Web portal and learn how to view the Web portal from your customer's perspective. We'll customize the introductory text that welcomes your customers. Then we'll look at the two main ways your customers can get help through your Web portal: the support request web form and the forums.

Note: You must be an administrator to customize your Web portal.

The support request web form is available to end-users in your Web portal. This form is one way customers can submit support requests to you if they want to get direct help from your support team. These requests become tickets in your Zendesk.

The forums are also available to end-users in your Web portal. Forums are collections of articles that might include news and announcements, knowledge base articles, community questions and comments, and frequently asked questions (FAQs). Forums enable users to self-serve, by giving them information, and potentially answering their questions, before they contact your support team.

Now, let's start by taking a little tour of the Web portal.

Getting familiar with your Zendesk Web portal

Web portal refers to the parts of the Zendesk that are available to end-users to submit tickets, track their support requests, and access your knowledge base and forums.

Note: If you just created your account, you will initially see the Getting Started page.
Let's take a look at the Web portal home page. There are five main areas end-users see:
  • Header and menu bar
  • Introductory text
  • Pinned articles
  • The forums
  • The sidebar

The header is the area at the top. The menu bar is below the header and gives end-users the following options:
  • Home goes to the Web portal home page.
  • Forums goes to the knowledge base and forums.
  • Submit a request enables users to send support requests to your Zendesk.
  • Check your existing requests enables users to check the status of support requests they've submitted.

You can see your Web portal from a customer perspective when you are signed out. When you sign in to your Zendesk, your home page looks different and includes options that enable you to manage your Web portal home page and forums.

To view your Web portal
  • Click your profile icon in the upper-right corner of the page header, then select Go to web portal.

Customizing the welcome text on your Web portal

The introductory text on your Web portal home page welcomes customers and can also give them information so they know how to get help.

You can turn the text off, if you want, but more likely you'll want to tailor the welcome text for your customers. Let's turn the text off and back on, and then customize it for your customers.

Community tip! When you have the welcome text turned on and the forums search box turned on, the search appears below the welcome text by default. If you want to move the search box above the welcome text, check out this code snippet Nick Houldsworth shared in our community forums!

To hide or show introductory text on your Web portal
  1. Click the Manage icon () in the sidebar, then select Web portal in the Channels section.
  2. Deselect Show in the Introductory text on portal home page section.

    The other settings on this page relate to your forums. We'll work on customizing your forums later.

  3. Click Save at the bottom of the page.
  4. Click your profile icon in the upper-right corner of the page header, then select Go to web portal.

    Notice that the welcome text is gone.

  5. Repeat these steps to show the welcome text again.
To modify introductory text on your Web portal
  1. Click your profile icon in the upper-right corner of the page header, then select Go to web portal.
  2. Click Edit to the right of the introductory text.
  3. Edit the text with your own personal message.

    In addition to a welcome message you might want to give customers other information, such as contact methods and support options.

  4. Click Save (below the text) when you finish.

    You now have a custom message to welcome your customers!

Now that you've customized your introductory text, let's customize your support request form.

Adding a custom field to your support request form

You can customize the form that customers complete when they click Submit a Request in your Web portal. This is one way customers contact your support team with support requests. These requests become tickets in your Zendesk.

To customize this form, you need to add custom fields to tickets. Any custom ticket fields you make visible to end-users appear on the support request form in your Web portal.

Custom fields are typically used to gather more information about the support issue or product or service. For example, you may want your customers to also select the model name and number of your product.

Let's add a custom field that asks the customer to categorize the type of issue they have: product, billing, order, technical, or other.

To add a custom field
  1. Click the Manage icon () in the sidebar, then select Ticket fields.

    This page shows all the ticket fields. Notice that there are more fields here than in your support request web form. As mentioned before, only the fields that are visible to end-users appear in the web form. All the other fields are visible to agents only. The Subject field, for example, is visible to end-users and agents, whereas, Status is visible to agents only.

  2. Click Add custom field in the upper-right corner.
  3. In the custom field page, click Select beside Drop-down list. (You might have to scroll to the right.)

    The type of field we're adding is a drop-down list.

  4. In the For agents section, enter "Support Category" as the Field title shown to agents.

    This is the internal title agents will see when they view the ticket. This is not the title that customers will see in the support request form.

  5. Click Visible in the For end-users section. A couple more options appear.
  6. Enter a Title.

    This is the label that will appear beside the drop-down list in the support request form. In this case, enter "What are you writing us about?" because you are creating a drop-down list to categorize your support requests.

  7. Select Editable so that end-users can edit this field.
  8. In the Description field that appears, enter a description for your custom field.

    For example, enter "Please specify the question or issue you have."

  9. Now, in the Field options section, in Title, enter a value you want to appear in the drop-down list, then press Tab and the Tag field automatically completes.

    For this example, enter "Billing issue" as the title.

  10. Click the Plus (+) to add another value and repeat this step until you've added all the values you want in the drop-down list.

    For this example, enter the values Product question, Wholesale orders, Technical issue, and "Other".

  11. When you finish, click Add field.

Now that you've customized your support request form, let's start setting up your forums. Your forums give your customers an alternative to contacting your support team.

Customizing your forums

Forums are collections of articles that might include news and announcements, knowledge base articles, community questions and comments, and frequently asked questions (FAQs). You can have multiple forums on your Web portal.

Your forums give customers an opportunity to self-serve, by giving them information, and potentially answering their questions, before they contact your support team. The forums occupy a large portion of your Web portal. You can also access your forums by clicking Forums in the menu bar.

When you set up your Zendesk , there are already some forums set up for you: Announcements, Community Help, Tips & Tricks, Feature Requests, and Agents Only. You can use any or all of these. You can delete, add, and edit forums and forum categories. How you organize your forums content depends on your business and the amount and type of content you provide.

To manage forums in your Web portal
  • Click your profile icon in the upper-right corner of the page header and select Go to web portal, then click Forums in the menu bar.

Removing and editing forums

Let's start customizing your forums by deleting one of the existing forums and changing the name of another one.

To remove an unused forum
  1. Click your profile icon in the upper-right corner of the page header and select Go to web portal, then click Forums in the menu bar.
  2. Click the title of the forum you want to remove (Community Help, for example).
  3. When the forum opens, click Edit in the upper-right corner.
  4. Scroll to the bottom of the page and click Delete.

  5. Click OK in the confirmation box to delete the forum.

You can repeat the steps as needed to remove other forums. Let's keep the Agents Only forum, but let's change the name to Internal Docs.

To change the name of a forum
  1. In your web portal, click Forums in the menu bar.
  2. Click the title of the forum you want to change (Agents Only, in this case).
  3. When the forum opens, click Edit in the upper-right corner.
  4. In Forum title, enter a new name (Internal Docs, for example).
  5. In the Role restrictions section make sure Agents only is selected.

    This means that only agents can see this forum, not end-users.

  6. Click Update forum at the bottom.

Now let's add a forum and create an article in that forum.

Adding forums and articles

As mentioned earlier, you can have multiple forums in your Web portal. For example, you might want to create separate forums for each of your product lines. Let's add a forum.

To add a forum
  1. In your web portal, click Forums in the menu bar.
  2. Select Actions > Add forum just above your forums.

  3. Enter a Forum title. In this case, let's enter the product type Digital Compact Cameras.
  4. Enter a Description.

    This description will be visible to users in the right column when the user is viewing this forum.

    Those are the only options you need to complete for now. We'll talk about some of the other options later.

  5. Click Add forum at the bottom.

    Your new forum opens. The forum title is at the top and the forum description is in the right column. The search field enables users to search content in this forum (when you add content!). Articles will appear in the main area.

  6. Click Home to view the home page and see the new forum.

Now let's add an article to our new forum.

To add an article
  1. In the Digital Compact Cameras forum you just created, click the Add article button.
  2. Enter an article title.
  3. Enter the body content. You can write new content or you can copy and paste existing content.
  4. Select Disable comments so that users cannot comment on this article.

    For this example we want customers to submit tickets with questions instead of posting them as comments.

  5. Click Add at the bottom.

    Your new article opens for you. You can edit the article anytime by clicking the Edit link in the upper right of the article.

Now, let's organize your forums a bit more by adding categories.

Creating a forum category

Depending on the size of your business and the amount of content you have, forums can be organized into categories. You can have multiple categories, with multiple forums in each category.

Let's create a category called Knowledge Base and move our new forum into it. Creating a forum category is similar to creating a forum.

To create a forum category
  1. In your web portal, click Forums in the menu bar.
  2. Click Add category on the upper-right side.
  3. Enter a category title. In this case, enter Knowledge Base.

    The title will be visible as a heading in your forums.

  4. Enter a category description.
  5. Click Add category at the bottom.
  6. Click Home to go back to the home page and see your new category.
Now, let's move the forum we created to our new category.
To move a forum to another category
  1. In your web portal, click Forums in the menu bar.
  2. Click the title of the forum you want to move.

    In this case, click the Digital Compact Cameras forum you just created.

  3. Click Edit in the upper-right corner.
  4. In the Category section, select the Knowledge Base category you just created from the drop-down menu.

  5. Click Update forum at the bottom.
  6. Click Home to view your home page and see that the forum has moved to the new category.

Now, let's decide which articles you want to appear on your Web portal home page.

Setting viewing permissions and pinning articles to your home page

Earlier we customized the welcome message and the forums. There's one more item on the Web portal home page we haven't looked at yet: the article titled "For Your Eyes Only".

This article is part of a forum that is visible to your agents only, not your customers. And this article is locked (or pinned) to the Web portal. So, how do you control what is shown on and who can view it?

For each forum you can indicate who can view that forum. This enables you to control what content people see. For example, you can make an internal forum for articles about product bugs and workarounds. Or you can create an internal forum with pricing and product release information. The viewing permission you set applies to the entire forum, not individual articles in the forum.

You can also indicate which articles you want to appear on the Web portal on a article-by-article basis (up to three articles for each forum). This is called pinning a article. For example, you might want to display the three most recent articles. Or you might want to display an important release announcement until the release date.

To set viewing permission for a forum
  1. Click your profile icon in the upper-right corner of the page header and select Go to web portal, then click Forums in the menu bar.
  2. Click the title of the forum you want to modify.
  3. Click Edit in the upper-right corner.
  4. In the Role restrictions section, click Agents only to make the forum available to agents only.
  5. Click Update forum at the bottom.
  6. Click Home to view your home page; log out to make sure the forum isn't visible to end-users.
To pin an article to the Web portal home page
  1. In your web portal, click Forums in the menu bar.
  2. Open the article you want to pin to your home page.
  3. Click Pin to home in the widget in the right column.

  4. Click Home to see that the article is there.
To unpin an article on the Web portal home page
  1. In your web portal, click Home in the menu bar, if you are not already there.
  2. Locate the article on the page and click Unpin beside the article title.

    The article disappears from your Web portal home page but the article is not deleted. It's still part of your forums.

Summary

In this lesson you customized your Web portal. First, you modified the welcome message. Then you turned your attention to the two main ways your customers can get help through your Web portal: the support request web form and the forums.

You customized your support request web form and you set up your forums. Finally, you decided which content should appear on your Web portal.

 

Comments

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Michael Ross
firstdata

When Pinning an article to the Home Page is it possible to remove the Author and date that it was published?"

May 01, 2012 14:39
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Sven Lehnert
themekraft

Great article! But... am I blind or is it not possible to just edit the category name of a forum? 

May 02, 2012 12:54
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Anton de Young
Zendesk

Michael, 

You can hide many elements of the user interface using CSS (see the CSS Cookbook). However, the author and date are contained within the same element that also includes the 'unpin' command so I wouldn't recommend it. 

May 07, 2012 16:52
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Anton de Young
Zendesk

themekraft,

Sure. Just go to your forums and next to each category's title you'll see the Actions link. Click that then select Edit category. You can change the category's title there. 

May 07, 2012 16:56
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Oliver
boku

Hi,

I was wondering if there was any way to move the layout of the portal page so that the Forum Directory is shown above the Pinned Topic Section. Also, are there any articles about customizing the backdrop of one's portal, with pictures, or adding logos, etc.? Thanks in advance for your help.

June 26, 2012 09:05
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Sean Kinney
Zendesk

Hi Oliver,

We don't provide an option for changing the order of modules in Forums, but you can customize the order of the modules using a global Javascript widget. To do this, you need to do the following:

  1. Go to Settings > Extensions
  2. Click the Add widget option
  3. Choose a "Global Javascript widget"
  4. Title the widget something appropriate like "Reordering forum modules"
  5. Choose to make the widget available to "Anyone, including people who are logged in" if you want the change to apply to everyone
  6. Paste the following code:
    $j(document).ready(function() {
       $j('h2#pinned_topics_title').parent().before($j('.forum_tabs'));
    });
  7. Change "Preview Widget" to "Create Widget"
  8. Click Submit

This should cause the modules to be reordered. As far as restyling your forums, I would recommend checking out https://support.zendesk.com/entries/20269321-how-to-customize-the-help-desk-using-css which provides an overview of the method for customizing Zendesk using CSS.

June 28, 2012 16:28
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Oliver
boku

Hi,

Thanks Sean, that worked beautifully. I appreciate the rapid response!

I have a follow-up question to my last request: Some of the zendesk portals I've seen have a side-bar where you can put additional info for the customers. I was wondering if there was some quick Javascript code that would enable that?

Also, is there a way to change the Pinned Topic section title like you can with the forums?

July 09, 2012 09:35
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Anna Tsoy
Zendesk

Hi Oliver, 

Here are answers to both of your questions:

You can follow steps Sean provided to navigate to the list of available Widgets. Once there, select to add a Custom HTML Widget and add your message to the content section. For example, you can add a placeholder to greet your user: Hi {{curent_user.name}} or any specific message. Your user's name will be picked up and displayed there. Of course, you can add information you specifically need. For more information on what you can do with Widgets, see our Widget API documentation here: http://www.zendesk.com/support/api/widgets

You can also use a Widget to replace the title of Pinned Topic. You would need to add a Global JavaScript Widget with the following code: 

$j("h2#pinned_topics_title").replaceWith('<h2>INSERT NEW NAME</h2>');

Replace "Insert new name" with the title you wish to display. 

Hope this helps!

July 13, 2012 10:59
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Jerome

Hi there,

Is this entry still relevant to the Lotus version ? My web portal doesn't display the grey menu part, and the green one only has the Forums tabs. I don't seem to find out where to access settings for this so I wonder, did that all disappear with Lotus ?

Also, as a new customer it took me quite some time to figure out that you had switched to a new version of zendesk, then to figure out that widgets were useless with it and replaced by apps, which weren't available for more than 90% of your previous integrations. Guys, this shouldn't happened from a company which is all about customer experience!

Best Regards,

Jerome

July 31, 2012 03:30
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Marie-Josée Brault
herdwisdom

I've made our forum multilingual by creating forums in each of the languages, and selecting visibility, but I can't figure how to make the Welcome Message multilingual. Is this possible? 

July 31, 2012 07:12
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Anton de Young
Zendesk

Marie-Josée,

Plus and Enterprise accounts have a a feature called Dynamic Content. You can create a welcome message for each of the languages you support and then just place the dynamic content placeholder in the welcome message. Based on a user's language, the correct language version of the welcome message will be shown.

See this topic: https://support.zendesk.com/entries/20720458-using-dynamic-content-....

July 31, 2012 09:14
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Marie-Josée Brault
herdwisdom

Thanks Anton. Dynamic content doesn't seem to work in the field "Help Desk Name". The workaround we have now is that we hide the name for other languages than English in the CSS. Do you have a better solution?

August 01, 2012 12:36
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Roman R

I can't find options on how to customize in a same way as this portal is customized https://support.zendesk.com

There's only logo, title, intro text and that's it. Hwo to integrate with the rest of your site? like on this very portal https://support.zendesk.com  it uses header with navigation from main site.

Is it some advanced integration/customization option? how to access it?

August 02, 2012 02:25
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Anton de Young
Zendesk

Roman,

Yes, our support site is integrated into zendesk.com. It was a big customization job. If you take a look at the comments from Ross in this topic https://support.zendesk.com/entries/20353251-source-code-for-css-cu... you'll get an idea of what was involved. 

August 10, 2012 08:14
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Andrew Niesen

Hi!

I was wondering if there was any way to make some modifications to the layout of my web portal. See the attached screenshot. Namely, I'd like to (preferably) hide the Forum Directory or move it below the div that contains the actual articles. 

I'd also like to remove the text link by your company name and logo at the top of the page.

September 05, 2012 21:37
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Anton de Young
Zendesk

Andrew, 

Yes, these can be hidden. For the logo, see this topic: https://support.zendesk.com/entries/20263417-replacing-the-header-l...

For the Announcements and Feature Requests forums, if you can either delete them or make them private (agents only), your end-users won't see them. 

September 06, 2012 09:21
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Andrew Niesen

Anton, 

That was perfect advice. Thanks for the quick reply. I'm going to fiddle around with changing the color scheme of the menu bar below the logo, but if you have something you can point me to, it would save me some time. 

Thanks again! Loving ZenDesk so far...

September 06, 2012 11:21
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Anton de Young
Zendesk

Andrew,

Glad you're enjoying Zendesk. Here's a topic about customizing the menu bar: https://support.zendesk.com/entries/20348113-customizing-the-top-me.... That can get tricky though if you try to do too much because there are a lot of elements in the menu bar. Let us know if you need more help with anything. 

September 06, 2012 14:13
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Andrew Niesen

Just what I needed! THanks!


Andrew

September 06, 2012 14:41
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Wendy
taskrabbit

Is there any way I can embed the "Submit a Request" form on to the forum?

September 11, 2012 13:06
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Justin Seymour
Zendesk

Hi Wendy: 

You could use the Feedback tab! You can assign the widget to a specific part of the help desk, or link it to a button in the welcome text area of the forum. It won't be possible to actually embed the ticket form in a forum, but the Feedback tab will allow your end-users access to the request form as needed. 

https://support.zendesk.com/entries/20990726-setting-up-your-feedba...
https://support.zendesk.com/entries/21710527-the-new-feedback-tab-a...
https://support.zendesk.com/entries/322546-feedback-tab-advanced-usage 

September 19, 2012 09:10
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Lee Crockett

I'm unclear if this article is new Zendesk, old Zendesk etc. So excuse me for asking if it has been answered. I'd like to fully customize my portal. Similar to the Camera Obscura site you use in your advertising. The actual portal looks nothing like that. Is there access to CSS to do this in this latest Zendesk?

September 22, 2012 12:57
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Justin Seymour
Zendesk

Hi Lee: 

CSS customizations are applied to the classic Zendesk web portal. This is what your end-users will see when they visit your Zendesk site. The new Zendesk is for you and your agents. You can modify some basic colors to match your branding in the new Zendesk, but the CSS edits still apply to the classic portal: https://support.zendesk.com/forums/20146877-css-cookbook

September 24, 2012 10:52
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Aude Chagnon
ecovadis

Hi,

I would like to know how to disable the access to the Webportal for end-users: we would like to interact only via e-mail with our end-users. I haven't found the answer in the previous posts, sorry if I missed It !

September 28, 2012 03:27
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Jennifer Rowe
Zendesk

Hi Aude,

Please see the topic Setting up to provide email only support.

Let me know if that's not what you're looking for!

thanks! Jennifer

September 28, 2012 09:27
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Richard Colwill
ramblers

is there a timeline on when we will get a Lotus WebPortal?

October 08, 2012 02:27
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Justin Seymour
Zendesk

Hey Richard! 

The new Zendesk interface will always be for your agents only. We're working on a new and improved end-user facing web portal that will be managed from the new interface, but will exist outside of that interface for your end-users. 

October 08, 2012 06:41
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Judit Simon
arccore

Hi!

How can I hide the category/forum description widget in the right column?

October 17, 2012 11:08
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Justin Seymour
Zendesk

Hey Judit: 

I'm not aware of a way to hide that particular box, as hiding the sidebar element also hides it on all of the other help desk pages as well. If you don't have a forum or category description written in, it will not show in that area. 

.side-box-content { display: none; }

October 17, 2012 11:17
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David Crompton
absolutemarketing

As an agent the ticket form is quite compact and nice, in the customer view it's quite long and doesn't make the best use of space. Is there any way to make the customer facing form look like the agent one? Do you know what I mean?

October 25, 2012 18:08
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Aoverton
c2b2

Hi,

I'm currently looking at customising our portal. We don't want customers to be able to enter Urgent priority tickets, we want to control when a ticket is marked as urgent but when editing the priority field the only options seem to be to have Urgent, High, Normal and Low or just High and Normal. What we're looking for is users being able to set priority to High, Normal or Low and for us to be able to set priority to Urgent, High, Normal or Low. Is there a way of doing this?

At the moment we're going to have to allow the user to set any priority and to put in the description that they shouldn't use Urgent but we'd much rather it wasn't an option. We have tried setting it so they can only enter High or Normal but then we have no way of setting it to Urgent or Low and when setting up our SLA there is then no options for Urgent or Low.

October 26, 2012 03:07
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Will Pender

Hi,

Is there any way to re-order the "subject" field in the support request form to no longer be the first field?  I've noticed I can move all the other fields except for subject and description; those end up bracketing the other fields no matter what.

November 07, 2012 11:44
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Justin Seymour
Zendesk

David: I see you have a few tickets open about those CSS changes. I wish I had more input or example code, but you might just have to hack and slash until you get an order or result you like. I dug around a bit and tried to find examples or working forms, but was unable to come up with anything helpful. 

Andy: You could disable the system-level priority field and build your own; one for end-users one for agents. However, it will not interact with the SLA function. Aside from changing the default values as you mentioned on the system field, I'm not sure there's a way to accomplish what you're after. 

Will: The subject field is static; it won't move! 

November 08, 2012 10:06
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Michael Haisten
holdfree

Is it possible to edit the Tab titles?  For example, could I change "Submit a Request" to "Open a Support Ticket"?

November 09, 2012 09:18
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Jennifer Rowe
Zendesk

Hi Michael,

Yes, it is possible. Put this code in a Global Javascript widget to change wording for the "Submit request" and "Check request" tabs.

  • Submit a request
$j("li.tab_new").children('a').html("Something Else");

  • Check existing

$j("li.tab_requests").children('a').html("Something Else");

Here's how you add the widget:

  1. Go to Settings > Extensions.
  2. Click the Add widget option.
  3. Choose a "Global Javascript widget."
  4. Title the widget, set availability, and paste in your code.
  5. Click Submit.
November 09, 2012 13:31
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Jason Koscinski
valleyfamilychurch

Silly question, but I cant seem to find our webportal.  I was able to edit the settings as listed above.  However when it says "Click Home to view your Web portal."  

We don't see "Home" anywhere.  We must be blind.

 

http://screencast.com/t/JewfNAAB3vY9

November 15, 2012 05:12
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Jennifer Rowe
Zendesk

Hi Jason,

Not silly at all. Looks like I need to make some more edits/clarifications to make the instructions work for our new Zendesk interface.

To get to the web portal, click the user icon (your picture) in the upper-right, then select Go to web portal. Then you should see the Home tab.

Thanks! Jennifer

November 15, 2012 08:59
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Kayla Anderson
ooklakb

Our agents would like the "apply macro" button moved to the top right of the ticket page in the new Zendesk for better workflow, as well as a few other CSS/UI changes like the ticket fields layout on the left column.  Can you point me to the correct documentation to apply these changes?

 

Thank you,

Kayla

December 03, 2012 18:27
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Justin Seymour
Zendesk

Hi Kayla: 

Unfortunately it's not possible to move any menus or elements in the new Zendesk interface. We've received a lot of feedback about that particular element, so its location may change in the future. All CSS changes will only apply to the end-user web portal; there's no way to modify the new interface using CSS. 

December 04, 2012 04:54
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Temy Mancusi-Ungaro
yextops

Is there any way to customize the layout of the "Check Your Existing Requests" tab?  For example, change which columns are visible or how the report is sorted?

December 06, 2012 13:19
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Justin Seymour
Zendesk

Hey Temi: 

Your end-users can manually switch from the Detailed list to the Compact view, but that's about it. There are no other settings that allow you to change how that page is displayed. I'd encourage you to add your comments to the existing feature request here: https://support.zendesk.com/entries/21407693-customization-of-end-u...

December 09, 2012 05:45
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Anusuya Nanjan

I dont know how to put it but is the ticket # common across the whole system.Can it not be one for each organization?

Like for instance if i have tickets from two organizations i want to have two different counters for tickets from the two organisation. 

December 31, 2012 15:49
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Justin Seymour
Zendesk

Ticket numbers are not specific to organizations or groups -- sorry! Each ticket in your help desk receives a unique number upon creation. 

December 31, 2012 16:33
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Gediminas
gameanalytics

Is it possible to change these (article) icons to custom ones? http://screencast.com/t/kHZ8uYBMb

January 09, 2013 01:16
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Justin Seymour
Zendesk

Create a Javascript widget and copy the following code, replacing the default URL with the location of the new images. I'm not sure if this will work! 

$j('img[src="/images/types/article.png"]').attr('src','http://yoursite.com/article.png');
$j('img[src="/images/types/question.png"]').attr('src','http://yoursite.com/question.png');
$j('img[src="/images/types/idea.png"]').attr('src','http://yoursite.com/idea.png');

January 09, 2013 03:09
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Ryan Pollack
clicksecurity

Is there a way to re-title the 'Suggest an Idea' button that appears in Ideas forums?

I suspect it's some line of JavaScript in the style that's appeared a few times in this thread ... but I don't know the specific line to target that button's title.

Thanks in advance for your help! It's awesome to see ZD folks so responsive and helpful like this.

January 29, 2013 15:05
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Justin Seymour
Zendesk

Hey Ryan: 

I'm not aware of any JavaScript that will change the text of that button -- sorry! 

January 31, 2013 05:19
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Ranbeer Gill
social27

Hi I've seen on other support desks where the Header and menu bar have customized pages. Could you help me on configuring the header menu control? 

 

Thx,
Ranbeer  

February 11, 2013 12:11
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Jennifer Rowe
Zendesk

Hi Ranbeer,

Some of our users have posted tips about that. I collected them into one post here. See if you can find what you are looking for there! There is also support tips that might help: Adding custom buttons to your web portal home page.

If not, try posting your question in our Community Q&A forum and maybe some other users will be able to offer advice.

Hope that helps! Jennifer

February 11, 2013 14:07
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Jon

I wanted to see what the page would look like if I deleted all of the default forums pre-baked with the web portal.  I'm talking about the forums listed under "No Category".  After doing this I no longer have the "Add" button to add a new Category or Forum.  Plus my Forums link, (Knowledge Base) next to the "Home" link is gone!  What happened?

March 22, 2013 15:05
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Peter van Westen

How/where can I change the widget text on /anonymous_requests/new ?

I can't go to that page if I am logged in.

April 03, 2013 03:22
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Timothy Wright
vitalogics

Where do I edit the following default text?

(copy goes here) We have received your request

April 10, 2013 10:58
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Rose Auravide Trujillo
Zendesk

@Peter van Westen, you simply have to go that page while you are logged out. Try opening it in a different browser or using something like Chrome's incognito feature. I'm assuming your web portal is already public in that non-logged in users can get to that page. 

April 12, 2013 15:21
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Adam L.
Zendesk

@Timothy Wright - looks like this text is being set by one (or more) of your triggers - go to Manage > Business Rules > Triggers and then check for any/all triggers which contain text (for instance, i saw this in 'When a ticket request is submitted'.  Let us know if you need any additional assistance with this, please!

April 12, 2013 15:46
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Betty Toth
ipiit

Hi! I have tried to find where we can hide the web forum for end-users? At the moment we are not interested in having any kind of live forum or request form. I just want us internally within the company to be able to login to zendesk - nothing else. How do I go about? Thanks!! 

April 15, 2013 04:07
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Anton de Young
Zendesk

Betty, 

This article explains how to do that: https://support.zendesk.com/entries/20032793#topic_odm_ans_yb

April 15, 2013 08:10
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Gary Skinner
netcel

On the "Check your existing requests" is it possible to add a search box for the user to quickly find the ticket # or perhaps something in the subject or description fields? And obviously, if it is possible, how? 

I can see search box options for the forums but not this.

April 30, 2013 02:40
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Sebastian Thimm
epiccompanies

FYI Markup on this page seems to be a bit broken, see screenshots.

May 07, 2013 10:15
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Jennifer Rowe
Zendesk

Thanks for reporting this, Sebastian. It's a known issues we're working on... Hopefully it'll be resolved soon. Thanks again.

May 07, 2013 13:29
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Justin Graves
ensign

@Gary - I just did a little poking around and Google has a free offering that might suit your needs.

You'll need to create a custom HTML widget and then populate it with the code that Google will create for you.

Just go to http://www.google.com/cse/create/new and in the "sites to search box" type in https://yourdomain.zendesk.com/requests and then click the Create button.  Substitute "yourdomain" in that link with your actual zendesk domain.  On the next page click the Get code button and then copy everything in the gray box into your html widget.  Save the widget.

Now you'll want to navigate to the Requests page (https://yourdomain.zendesk.com/requests) and "edit widgets on this page" and then select your new search widget and you're done.

I think Google lets you tweak the code and stuff as well so as soon as you get the basics configured, you could mess with that as well.  Best of luck!

May 08, 2013 15:44
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Justin Graves
ensign

Hmmmm....  I was in a bit of a hurry yesterday and so I thought that the Google search code would work but as I tested it today impersonating an end user I discovered that it does not.  So sorry for any confusion.

The Google code works great on most sites but the challenge here (I think) is that the site where the ticket data resides is protected by a password.  So maybe the best way for a user to search their tickets is just to press Control + F and search the text on that page.  I wish there was a more elegant solution but I don't know of any.

I'll be interested to hear if someone comes up with something better, though...

May 09, 2013 15:03
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Jennifer Rowe
Zendesk

It was a nice try, Justin!

I think Gary had a ticket open so maybe he'll have something to report back. 

May 09, 2013 15:25
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Gary Skinner
netcel

Thanks Justin for the effort... it sounded so promising too! :) 

Hopefully I'm okay to post the response from Zendesk Support here... feel free to moderate:

"I can't confirm the specifics but help center should make it easier for end-users to manage the conversations they're having with your support team. This could involve having a filter to narrow down the tickets which are displayed."

So, as you can see, it's not a direct resolution to the problem, but it does allude to improved functionality in Help Centre.

Ctrl F will help search for text in the subject header for sure.

As I'm in the middle of a race to get this configured for a mass new systems rollout at my firm for 3rd June (wish me luck!), I haven't got much time to play with everything, but if there were 100's of solved/closed tickets over time then I wondered would it roll over to a 2nd page (ie click Next Page) or would they all be on one long scroll down (the latter would be good for a Ctrl F). This kind of functionality would be great for a customer to search closed tickets for that tip we gave to help them solve a problem that had occurred previously. 

I will add this as a feature request, and hope the Zen smiles on my request :)

May 10, 2013 02:24
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Jennifer Rowe
Zendesk

Thanks for posting the update Gary. We appreciate it. It does sound like good functionality, so glad you posted the feature request too.

And good luck getting everything set up for the roll out. Let us know if you need anything else. We have a great community here, and they've all been through this. :)

May 10, 2013 10:26
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Sebastian Thimm
epiccompanies

Hi there, I was wondering, if there is a possibility to specify the social networks I want to allow my customers sharing posts on. If I acitvate the option for my web-portal, it displays sharing on LinkedIn, Twitter and Facebook. I'd like to take LinkedIn out of the mix and only leave Twitter and Facebook. Thanks in advance! Sebastian

May 13, 2013 09:24
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Anton de Young
Zendesk

Sebastian, 

When you enable social sharing in your web portal, all three options are shown. You can however hide the LinkedIn option using a CSS widget. 

Here's how to add a CSS widget: 

https://support.zendesk.com/entries/20269321#topic_qtt_svj_yc

And here's the CSS code to hide the LinkedIn button:

li.linkedin_button {
visibility: hidden;
}
May 13, 2013 10:33
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Sebastian Thimm
epiccompanies

And I learned something new today ;) Thanks, works like a charm!

May 13, 2013 10:53
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Jon

How about adding a legend/key next to a custom ticket field (drop down box) explaining each option.  I would just include the explanation text next to each option title but the drop-down box looks strange when you have a long string.

May 17, 2013 15:27
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mark hinson
Merlin Information Systems Limited Group

Can a CUSTOM WIDGET be placed on the HOME or FORUM tab between the Search and Forums boxes in the main portion of the screen, instead of being positioned in the default right hand panel position, which is possible to do by editing the Widgets on the Web Portal?

thanks, Mark

May 20, 2013 01:23
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Brandon K.
Zendesk

@Jon: Unfortunately, there is no way to add a description to your custom fields to explain what each option will do. Custom fields are just designed to have the field option and add an attached tag. The closest you can get to this is setting a different field title for your agents than the one that your end users see. You can do this if the field is set as visible for your end users.

May 20, 2013 12:09
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Jon

@Brandon:  I do not want to add anything to the custom field.  I want add a text box to our submission webpage.  I assumed we could add content to any page on the portal.  Am I wrong?

May 20, 2013 12:17
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Brandon K.
Zendesk

@Jon: You can use CSS to redesign your end user facing portal and add or remove content, but there is no default way to do this within Zendesk.

May 21, 2013 09:30
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Matt Sirianni
Zendesk

@Mark - while this is not possible via the interface, you could create a custom Global JS Widget or [Global CSS Widget](https://support.zendesk.com/entries/243815-Global-CSS-Widget) to accomplish this and rearrange the content. If you need help creating this, our Services team is available to do these types of customizations for a fee.

May 29, 2013 12:49
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Veljko
investintech

I tried to change title of Pinned Topic as suggested on this page, but it doesn't seams to work. This code:

$j("h2#pinned_topics_title").replaceWith('<h2>Important</h2>');

doesn't change anything. It doesn't look very nice to have "INSERT NEW NAME" on home page.

May 31, 2013 02:21
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Josephine David

Wow. Not easy to set up.... This is maddening complicated. Unfortunately that's not even the worst part. Elements of this tutorial are simply wrong. Jennifer says to customize ticket request: 

Umm..., there's NO "Ticket fields" when one clicks on Manage icon.

Click the Manage icon () in the sidebar, then select Ticket fields.

This is one of several discrepancies in ZenDesk's own knowledge base. I'm not impressed so far.

  1.  

June 10, 2013 12:45
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Anton de Young
Zendesk

Josephine, 

Sorry to hear that you're finding this complicated. First, those instructions to access the Ticket Fields page are correct. Are you not seeing it in your Zendesk? 

ticket_fields.jpg

Are there specific web portal set up tasks that we can help you with? 

June 10, 2013 12:59
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Anton de Young
Zendesk

Josephine, 

You also must be an admin to see the Ticket Fields and other admin only menu items. 

June 10, 2013 13:11
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Dee Quilliams
parkmobile

I don't think I see this above, but sorry if this is a duplicate. Ok, so 2 main parts here.

1) is it possible to edit the way the email address field and title appears when an end-user submits a support ticket? Right now, it only pops in the the person isn't already logged in. So in that case they must type their email address. However, the majority of our customers submit support tickets from their mobile devices and they fat finger their own email address. So then we can't get a response back to them via email. So can email address field be duplicated to make sure they enter it correctly? If not, can a line of text be added to stress importance of confirming your email address?

2) I've now required the custom field 'mobile phone number' to be required upon submitting a support ticket. However, I'd love for it to function just like email address does, in that it doesn't appear for the end user to complete it if the end user is already logged in. 

Any ideas? I've just been covered up with people I can't get back in touch with, particularly via email, and need some relief. Thanks!!

June 11, 2013 12:52
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Brandon K.
Zendesk

Hey Dee,

You could create a text custom ticket field that is visible, editable, and required for the end user and title it 'confirm email address'. This will prevent the ticket from being sent with a blank field, unfortunately there is no way to reject the ticket submission if the custom field doesn't match the email address field. Furthermore, if they put in a single letter in the field, they would be able to successfully submit the ticket. The hope of this would be that people would enter their full email address a second time, and if they misspelled it the first, your agents would be able to change the requester to the address in this field and hopefully make contact with the requester.

You could try creating a CSS widget that would hide the mobile custom ticket field. If you set the widget to only apply to people who have logged in, people that are not logged in would be able to see the field but people that are logged in would not. You would need to make the ticket field not required for end users though, as even though the field would be hidden, your end users would be required to fill out this invisible field before submitting. If you need help creating a CSS widget, you can try our CSS Cookbook forum: https://support.zendesk.com/forums/20146877-css-cookbook

June 13, 2013 18:00
User photo
Dee Quilliams
parkmobile

Hi. Ok, that isn't ideal (the first suggestion) but I've done that for now. Because of the limitations on what you can move around and how it looks one way on the mobile portal on a regular computer and another way on the mobile portal on a mobile device - I had to word it a certain awkward way to try to prevent us from looking really incompetent. I won't go into detail on the challenges of this unless you'd like for me to. So just let me know on that.

I'll consider the CSS widget for hiding the mobile number. I'm actually not very tech savvy - I know enough to be dangerous, and it is a miracle I have our zendesk set up as well as I do! But I may consider it later.

So hopefully this will help limit the number of tickets I end up having to touch again after the undeliverable notices come back and I have to try to figure out how in the world I can get in touch with them. Thanks!!

June 14, 2013 11:16
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Dee Quilliams
parkmobile

sorry - correction to above, 2nd sentence. "how it looks one way on the web portal on a computer and a different way on the mobile portal from a mobile device..."

June 14, 2013 11:19
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Allen Lai
bitcasa

A warning to those that renamed the Pinned Topics title using the JS that Anna and Veljko mentioned above. If you try to click the "reorder" link, you will no longer be able to see the option to select which topics will always be presented. This is because the JS does something to the class name or ID for the section. Clicking the "reorder" link is suppose to hide the actual topics and unhide the option section using CSS. But since the JS renamed it, there's nothing to unhide and all you see is a blank section on the page. Oops!

July 01, 2013 18:46
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Jennifer Rowe
Zendesk

Oh, good to know. Thanks for posting, Allen!

July 08, 2013 15:34
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Trent Murray

I think I read it a few times here, people trying to disable the forum link. You can simply hide it from the DOM with a "Global Javascript" widget containing the following:

jQuery(document).ready(function () {
jQuery(".tab_forums").css({"display" : "none"});
});

or if you really wanted to be brutal, you could delete it from the DOM all together 

jQuery(document).ready(function () {
jQuery(".tab_forums").remove();;
});

 

Hope this helps someone

July 22, 2013 07:05
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Laura D.
Zendesk

Thanks for posting the tip Trent! It is a question we get now and then.

July 22, 2013 10:27
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Dani
viewbix

Do you have a video or webinar that would explain how you got the look and feel of your own portal to look the way it does? If not can you explain how one would add the collapse and expand effect you have for the various sections you have?

 

Thanks

August 13, 2013 11:56
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Dominique Adriansens

Hello, Is there a way the forums can be activated or de-activated for a certain user group. Our online application can be used by 3 different groups of people (end-customers, suppliers, and 3th parties (in our case banks)). In the knowledge base and in the forumes one should not see what is available in the other user groups.

Thanks for advice

August 18, 2013 12:31
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Oscar Tobar
Zendesk

@Dani We reference some of our own web portal's custom work here: https://support.zendesk.com/entries/23487851

Outside of this, you'll either need your own web developer resources, or you can reach out to some partners listed here: http://www.zendesk.com/support/partners

 

@Dominique forums can be restricted based on a customer's organization, language, or user tag. You can find more information here: https://support.zendesk.com/entries/22075193-Setting-up-and-managin...

August 26, 2013 14:11
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Brian Leslie
doximity

I'm looking to rename the items in the menu bar.  We may even want to 'Hide' the "Submit a Request" option, but I can't seem to find out how.  

Am I missing the boat here, or is this available with a little bit of skills from a webdev and the CCS - cookbook?

If anyone can point me in the right direction, I'd be a happy camper.

August 28, 2013 17:20
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Allen Lai
bitcasa

I believe you have to create a global CSS widget and hide them that way. Then create a global JavaScript widget to create new tabs.

Here's what we use for the JS widget:

$j(function() {
if (window.location.href.indexOf('home') != -1){
$j( "div.category-header:eq(2)").hide() };
});

$j('#top-menu #green').children(':first').next().after('<li class="main"><a class="tab" href="http://supportblog.bitcasa.com">Blog</a></li>');

$j('#top-menu #green').children(':first').next().after('<li class="main"><a class="tab" href="http://forums.bitcasa.com">Forums</a></li>');

August 28, 2013 17:59
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CaveGirl Paleo Skincare

I do not have the Web Portal under Channels- am I missing something?

September 21, 2013 19:56
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Laura D.
Zendesk

Hi CaveGirl, 

If you started an account after August 21, 2013 you'll have Help Center rather than Web Portal. If that's the case there won't be a Web Portal section in your Channels menu. Most of the settings for Help Center are in the Help Center. To find out more about Help Center and to learn about how to customize I'd recommend checking out our Help Center forum, specifically the Getting Started article. To get to your Help Center sign into your Zendesk as an agent, and look for the life preserver icon - it's the top icon in the lower left corner:

Screen_Shot_2013-09-24_at_9.08.19_AM.png

 

September 24, 2013 09:11
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Surendra Budhathoki

Hi zendesk,

I have been testing out with the trial version for a while now, in face my trial period is over. I am customizing default theme "the swiftest elk" (as it is the closest one interms of desing of my website) and i need to add some custom fonts and images , how do i accomplish this? Please advise.

March 11, 2014 03:03
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Surendra Budhathoki

Also I dont see all items in navigation,  I am missing  knowledge base, community form, and your tickets in my main navigation , I only see submit a request, how do i make them appear in my front end, or is it something that can be achieved only after buying a enterprice plan?

March 11, 2014 03:06
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Laura D.
Zendesk

Hi Surendra, 

If you have themes then you're using Help Center which is a different version of the end-user portal than this article addresses. For information on customizing Help Center try this article: https://support.zendesk.com/entries/22618341-Customizing-the-Help-C.... You'll also see a list of additional articles for customizing near the top of that article. Being on Help Center is part of the reason you don't have the same navigation, the organization of content on Help Center accounts is different. You can find out about the different versions of Zendesk here: https://support.zendesk.com/entries/25574573-About-the-different-ve...

To make changes to the fonts and images in your theme you'll need access to the code editor which is available on the Regular and higher plans. 

 

March 11, 2014 04:41
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Surendra Budhathoki

Thanks Laura for the prompt response. Probably those links will guide me to right path.

March 11, 2014 04:47
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Laura D.
Zendesk

I hope so, let us know if you have more questions!

March 11, 2014 04:49
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Samuel Liebermann
responsetek

Hey.

I want to change the category name. It has been suggested up this thread that next to the category name there should be "Actions" link. I do not see any such link. I'm admin on our account and I'm logged it currently.

April 01, 2014 14:06
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Jennifer Rowe
Zendesk

Hi Samuel,

The instructions in this article are for Web portal and it looks like you're on Help Center.

In Help Center, you can change a category name while you're in edit mode for the category you want to edit.

Try these steps:

1. Click the title of the category you want to edit.

2. Click "Edit category" on the right in the little grey menu.  

3. In the Name field, change the name of the category.

4. Click Update.

Screen_Shot_2013-11-14_at_3.29.05_PM.png

April 01, 2014 14:30
User photo
Samuel Liebermann
responsetek
Hi Jennifer, Indeed I'm trying to change the help centre. The category name is not clickable (tried). How do I get from the attached screenshot to "edit mode"?
April 01, 2014 14:34