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How can I remove the Submit a request link from my Help Center?

Dr. J
  • Edited

Question

How do I hide the Submit a request link from my Help Center in Zendesk Guide?

Answer

Help Center comes with a set of helpers that perform certain actions. Delete the new_request link helper from the template of your Help Center to remove the Submit a request link. 

To remove the helper from your template

  1. In Guide, click the Customize design icon () in the sidebar.
  2. Click the theme you want to edit to open it.
  3. Click Edit Code.
  4. In the Templates section, click header.hbs and remove the following line from your template: 
     {{link 'new_request' class='submit-a-request'}}
  5. Then, click article_page.hbs and remove the following line from your template to remove the submit a request link on articles: 
     <div class="article-more-questions">
     {{request_callout}}
     </div>
  6. Click Publish.

Once you refresh your browser, the button should be gone as well as the link added on articles.

If you want to create an email only Help desk, see the article: Setting up to provide email-only support.

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16 Comments

  • Hans Seuters

    Hi,

     

    I have done exactly as above but the button stays. I am using the Copenhagen theme.

    What do I miss?

    0
  • Hans Seuters

    I made the change on home_page.hbs. That works fine.

    Is that also a good solution?

     

    0
  • Brett Bowser
    Zendesk Community Team

    Hey Hans,

    Removing the code from the home_page would only remove the link from the landing page of your Help Center. I'm guessing that it worked when you removed it from the Header page and it just needed time to propagate.

    Let me know if you run into any issues :)

    Cheers!

    0
  • Oscar Rovira
    • Edited

    Hi there!

    What about the mobile web UI? I've tried disabling it from the Settings but it only causes that users have to be signed in in Zendesk to be able to post the request.

    0
  • Alexander de la Garza

    Brett, thanks for this, However this will only disable the link from customers getting from the Brand home page to the form. What about if users have pasted the URL of the form, so customers bypass the Brand home page and are going directly to the form. 

    I have tried to disconnect the form from the brand, but all that does is allow customers to submit the form under and blank brand name.

    I was suggested to deactivate the help center, but that will also cause a pain point for the end user. I would like to leave the brand page up (as I have added a redirect on the Brand Home page) but would like to disable the form (or would like the form to redirect to the home page).

    0
  • Brett Bowser
    Zendesk Community Team

    Hey Alexander,

    It may be possible to redirect the form link to another home page, however, this would require custom code on your Guide theme. If that's not feasible, then the easiest option would be to disable the brand as you mentioned.

    Apologies for not being able to provide an alternative solution for you :-/

    0
  • Alexander de la Garza

    Thanks Brett, we ended up using custom HTML, thanks!

    0
  • Oscar Rovira

    What about my question regarding removing the submit a request link in the Mobile web site?

    https://support.zendesk.com/hc/en-us/articles/203661016-How-can-I-remove-the-Submit-a-request-link-from-my-Help-Center-

    0
  • Brett Bowser
    Zendesk Community Team

    Hey Oscar,

    When you navigate to Guide Admin > Guide Settings do you see a Mobile Layout option that's enabled? There used to be a Guide feature for Mobile Layout that has since been deprecated and I'm wondering if that's why you see this sign-in option.

    Keep in mind, if you disable this option then you won't be able to re-enable again. More information in the following article: Using the Help Center mobile layout on devices

    Let me know if that's not the case.

    Thanks!

    0
  • Oscar Rovira

    Brett,

    Thanks for your reply, it was very helpful. Indeed my help center has a legacy theme, we'll work on upgrading to a responsive one and we'll deactivate the mobile layout.

    Thanks!

    0
  • Marie Eriksson

    We made the changes as specified in your guide above. We have clicked on Save (it says "Save" instead of "Publish" in our tool) but the link to "Submit a request" is still there. What are we doing wrong? We tried clearing cache and also checked in incognito mode but it's no different. 

    0
  • Madison Davis
    Zendesk Community Team

    Hey Marie! I clicked around a bit and the only time I see "Save" instead of "Publish" in the theme editor is when I edit the code of a theme that's not actually live. Are you working with your Live theme (which will be listed at the top of the Themes page and have the label Live on it)?

    0
  • Marie Eriksson

    Thank you so much, that helped right away :)

    0
  • Madison Davis
    • Edited
    Zendesk Community Team

    So glad to hear it, Marie!

    0
  • Chase Redfield

    Hi Team!

    Is it possible to remove the "Submit a Request" button from the Help Center for certain Organizations only? Or even by User segment? Organizations represent client companies in our environment. 

    We have a partnership program that will be selling and supporting our product through their own channels however their clients will have access to the Help Center we have created for our products. 

    We need to allow our partners' clients to view our Help Center but prevent them from submitting tickets to our Support team, while still allowing our clients to submit tickets to us.

     

    Any ideas?  

    1
  • Brett Bowser
    Zendesk Community Team

    Hey Chase,

    I've attached a couple of articles that may help get you the results you're looking for:

    I hope this points you in the right direction!

    0

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