Setting up to provide email-only support

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11 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.

     

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  • 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 - Community Manager

    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 - Community Manager

    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    This section of the documentation is outdated and incorrect concerning the editing of the templates for the guide section, including the process of accessing the templates and editing them, and the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 - Community Manager

    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?

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  • 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.  

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