Setting up to provide email-only support

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13 Comments

  • Phil

    Regarding "Removing sign-in links from the Help Center", I can't find the "Edit Theme" option in my Help Center Customize screen.

    Am I looking in the wrong place? I am going to the HC, clicking "Customize" then I only have options for Theme, Appearance, Branding, Mobile branding.

     

    0
  • Martijn Snels · pluscloud.nl

    Hi Phil, are you using the Essential plan? Customizing the Theme is only supported in Team, Professional and Enterprise.

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  • Phil

    Hi Martijn, wow fast reply! thanks :)

    Yes I am on Essential ...but at the top of this article is https://zen-marketing-documentation.s3.amazonaws.com/docs/en/plan_available_all.png.  So is this not possible on Essential?

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  • Martijn Snels · pluscloud.nl

    This information is probably focused on the option to get rid of the links in your triggers. Maybe a Zendesk Agent can clarify this for you. 

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  • Jessie Schutz
    Zendesk team member

    Hi Phil!

    Unfortunately the link you provided doesn't seem to be good anymore so I can't see what you're referring to. However, I can confirm that the ability to edit the HTML, CSS, and JS in Help Center is only available on the Team level plan and up. As an Essential customer you don't have access to that functionality.

    Please let me know if you have any other questions!

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  • Phil

    Thanks for the confirmation Jessie.  I must say, the information at the top of this article is hugely misleading if that is the case.  We chose Zendesk based off of the information here and now I find I can't actually do it unless I upgrade to a considerably more expensive plan?

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  • Jessie Schutz
    Zendesk team member

    Hey Phil,

    Thanks for bringing that to my attention. I'm going to let our Docs team know about that so we can add a note specifying that the portion of this workflow that require editing the Help Center code isn't available to Essential users. I'm so sorry for the miscommunication!

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  • Brandon

    This section of the documentation is outdated and incorrect concerning the editing of the templates for the guide section, including the process of accessing the templates and editing them, and the elements to remove or comment out.

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  • Nicole S.
    Zendesk Community Team

    Thanks, Brandon. I've alerted the documentation team. 

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  • Melissa Johnston

    How can I create an email only agent for one group but a talk and email in another group?

    -1
  • James Sanford

    Hey Melissa!

    The workflows and configuration changes recommended in this article are intended for customers wanting to only provide email support for their entire account.  The configuration you are inquiring about is possible by having your Zendesk Talk configuration set to only route calls to the Group that you want your Agent to handle calls for.  

    1
  • Francis Avato

    Hi, I've been searching high and low and I can't find an answer - this article is close, but no cigar.

    Basically, I want to disable public sign-up, i.e. only our admins and agents can invite someone to create a user account. Reason is that we only have superficial contact with our customers' end-users - they should be able to reach out to us over a form, which will create a ticket, but that's it.

    It looks like I have to remove the ability to log in altogether, because the log-in mask has the option to create an account, but this would mean our customers can't log in over the help center to view their organisations open tickets, for example. Or is there a setting that I have missed?

    Best regards,

    Francis

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  • Brandon Tidd
    Community Moderator

    Hi Francis Avato - 

    To achieve this - you would need to restrict anyone from creating tickets. 
    You can find this option in Admin > Customers > Settings.  More details can be found in this post.

    Hope this helps!

    Brandon

    -1

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