Simon Boe Blouner

Support Details HTML tag in agent facing Knowledge in Zendesk Support

In our organization we have an internal Knowledge base, containing a lot of internal knowledge. The articles here are often long, and contains a lot of information. If we utilize the Details HTML tag functionality towards our agents, our Knowledge articles will become a lot more readible.

What problem are we solving:

Supporting this HTML tag in Knowledge when viewing articles inside Knowledge in Zendesk Support, we will enable our agents to much easier get an overview of the articles that are long, and they will be able to more quickly locate the knowledge within one article that they need to help our customers.

When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business?

This would be used when inspecting articles everyday. Our Knowledge base contains so much knowledge, that it is not possible to memorize it. Therefore making it easier accessible will save time for the agents.

Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)

There are no workaround as the way content is read in Knowledge strips the Details HTML tag and other ways of achieving accordions.

What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)

The ideal solution would be to allow Knowledge in Zendesk Support to properly render the Details HTML tag.

Weird that this is a format not handled by default in Zendesk yet.

Let's go and get this done, please.

I was truly amazed to discover that it is not possible to simply adjust the height when a legend is in top/bottom.

Please fix Zendesk!