Customizing your Help Center theme (Guide Professional and Enterprise)

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74 Comments

  • Tiffany Mayo

    Can you add a link to the community page in a section of a help center? If so, how?

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  • Jessie - Community Manager

    Hi Tiffany!

    This is going to depend on where exactly you want to put the link...can you give me some more details about what you have in mind?

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  • Tiffany Mayo

    Hi Jessie, 

    I was thinking at the bottom of the page, similar to how the community link looks on the home page. I didnt want to put it in an article, because then the user would have to click the article title and then the link to access it. 

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  • Jessie - Community Manager

    Thanks for the additional info, Tiffany!

    You should be able to do this pretty easily by making some modifications to the HTML or CSS code in your Guide. As long as you're on the Team plan or higher you'll have access to this in your Guide admin settings.

    You can modify the footer in the CSS code so it shows up on every page, or you can make changes to specific areas so it only shows up in certain places.

    Let us know if you have any more questions!

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  • Very useful step-by-step guide on help center customization. Thanks, Charles!

    And this isn’t the ultimate list of what you can do to customize your Zendesk theme. You can also change the look of your content to make it more user-friendly and easy to navigate. For example, it’s possible to add tabs, accordions, callout blocks or simply change fonts and icons. Explore more additional components you can use to your advantage: http://bit.ly/2uld6zZ

    If you have any questions about customizing Zendesk themes, don’t hesitate to ask!

     

    Best,

    Lotus Themes Team

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  • Mark DiValerio

    Hey,

     

    In the documentation, it mentions that Custom themes are not supported by Zendesk and "... are not automatically updated when new features are released". So several questions.

    1) What does adding a new feature mean exactly? edits to HTML? complete rewrites? Do the old custom themes get deleted?

    2) Is there a way where we can monitor or find out when a new feature is added?

    3) How can we update our custom theme with the new features without resetting or starting from scratch from the Standard theme?

    Thanks,
    Mark DiValerio

    1
  • Jennifer Rowe

    Hi Mark,

    1) When we release new features that affect the theme we do not automatically update custom themes because updates you had made to your templates, CSS or JavaScript would get overridden and lost. So you have to manually use the Theme Editor to edit the page templates, CSS, or JavaScript to add the new feature.

    You will continue to receive all non-theme related features, regardless of whether you have a custom theme. Updates to the article editor, history view, etc. are unaffected by customizing your theme.

    2) You can learn about new features by subscribing to our Announcements section.

    3) When features are released for a theme, we include instructions in our templating cookbook for how to manually add them to customized themes. You can edit your current custom theme to add the code for the new feature. You do not need to start from scratch, and any customizations you've already made should be unaffected.

    Does that clear things up? Let us know if you have more questions about this.

     

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  • Carlos

    Hi all,

    Wondering if any of you know how to add an additional hyperlink next to the Community link on the navigation bar on top so users can go back to main site after using the help page.

    Thanks

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  • Wes Drury

    Hi @Fivegrid Websites - If you are on a plan that allows customization then you should be able to just add HTML into the "Header" template.

    It would look like this:

    <a href="http://www.google.com">Main Page</a>

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  • Carlos

    Thanks Wes, that was easy!

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  • Wes Drury

    @Fivegrid - Glad to hear and if you run into any other issues along the way just let us know.

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  • Ramador

    Hi everyone I have a somewhat tricky, two-part question.

    Within a given section, is it possible to have my articles appear all together as one big long article? I'd like to do this to provide better sequential context for users.

    If so, can users who submit a query using the Search function, be directed from the search results page to the relevant information still within that long article format (by way of anchors or some other mechanism)?

    Huge thanks to anyone who can help in any way.

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  • Jonathan Ho

    Hey Community,

    Does anyone have experience coding their "Submit a request / Contact Us" page to ask visitors to select a specific issue and receive self service deflection before allowing them to submit a ticket? See these links for some examples of how it could look: https://www.hellofresh.com/contact-page/?footer or https://help.nowtv.com/get-in-touch

    Any pointers or tips would be much appreciated :)

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  • Nicole - Community Manager

    Hey Jonathan - 

    You might want to try posting this to the Q&A topic in the Community, your question may get more visibility over there. 

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  • Nicole - Community Manager

    @Ramador - 

    You'll notice that in our documentation, we often have one long article that leverages anchor links, with a summary at the top of the article. See this for an example: "Creating and managing triggers for ticket updates and notifications")

    When people search, if they search for one of the sub-sections, it will bring it up. However, the link only takes them to the top of the page, not the anchored part. But with the bulleted and anchored list of topics at the top of the article, it's usually pretty easy for people to find what they're looking for. 

    I hope that helps! 

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  • Ramador

    @nicolerelyea

    Thanks Nicole - we've been able to implement the anchor functionality within our long articles, just not the search results landing directly on the anchors. 

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  • Mike Rappaport

    I want to learn to do 2 simple elements you used in your own article- A table of contents with links to lower part of the page, and highlighted note boxes. I can't seem to figure out either!

    These things should be more user-friendly. They are so basic and important to knowledge base.

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  • @Mike Rappaport

    If you are familiar with HTML and CSS, you can do both.

    To add a table of contents you need to create a script that finds titles in the article. To highlight note boxes you need additional HTML markup and CSS styles. 

    Alternatively, if you need help, you can get Zendesk extensions and other customizations from us.

     

    Best,

    Lotus Themes

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  • Clayton Waters

    We've customized our Zendesk theme, including adding the following <meta> to the Header portion of the theme:

    <meta property="og:image" content="//p7.zdassets.com/hc/theme_assets/231027/200067384/brushfire-zendesk-share-image.png" />

    However, it looks like when you choose a logo in your Guide settings that Guide creates a <meta> that uses the logo as the og:image:

    <meta property="og:image" content="http://p7.zdassets.com/hc/settings_assets/231027/200067384/H1dAOi09S26ihCNkqHv4Rw-Brushfire-logo-white.png">

    Is there any way to make Guide NOT do that? We want to specify a custom image to be displayed when any of our Guide links are shared.

    Link to our Guide: https://get.brushfire.help/hc/en-us/

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  • BoxCast Tech Team

    Can we customize the og:image that appears in the head tag?  It seems that ZenDesk is writing an og:image meta tag above where I can add my own document_head.hbs customizations. And I tried changing my logo image, and that doesn't appear to be updating it either (unless it's cached and the cache isn't invalidating).

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  • Helvijs Vigners

    Does anybody have any idea, how I could change words organisation to team in Help Centre. 

    e.g. when clicking on My Organisation Requests to view them, I would like to say My Team's requests.

    Also to say Teams: by the dropdown where you can select from multiple organisations when selecting which organisation requests do I want to view.

    If anybody has a good idea, please let me know.

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  • Flo Devellennes

    Hey foks, I'm looking to expose some of the custom fields for our users from ZD support into the help center, is there a way to achieve this within the templating engine provided by Zendesk?

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  • Nicole - Community Manager

    Hey all - 

    Customization questions are good to post over in the Q&A section in the Community, where more users hang out and are likely to see your questions and offer solutions. 

     

     

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  • Jessie - Community Manager

    Hey Flo! Sorry for the delayed response.

    As long as your custom fields are set up to be visible to both agents and end-users, they will show up in the user's ticket that they can see in your Help Center. You can find more information about this here.

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  • Jehan

    Hi,

    I have found it hard to upload custom CSS file to the Assets directory of the new customization interface of Guide. My question is how can I upload Fontawesome css with its font files and reference its font files 'ttf", "Woff", "eot" etc. Everything uploaded to Assets folder are referenced through these placeholders like $assets-fontawesome-webfont-woff2. This doesn't work in files uploaded to the assets directory.

    Thanks,

    Jehan

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  • Wes Drury

    @Jehan - Why don't you just call the font awesome files via CDN. Then if you need to include them in your CSS then you can call the font family and content.

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  • Jehan

    @Wes Drury, Fontawesome was and example I have given, lets assume you have a custom font OR a custom JavaScript file and you don't have a CDN for it, then what would you do?

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  • Wes Drury

    @Jehan - Sure I implement custom fonts all the time on client's Help Centers.  You just upload the .ftt,.woff.eot.etc  and then you call them via CSS.  Below is an example of what your CSS should look like.

    @font-face {
    font-family: NationalFont;
    src: url($assets-national-bold-otf) format("opentype");
    font-weight: bold;
    font-style: normal;
    }

    @font-face {
    font-family: NationalFont;
    src: url($assets-national-bookitalic-otf) format("opentype");
    font-weight: normal;
    font-style: italic;
    }

     

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  • Peter

    I am trying to edit the background color for all agents comments in guide.

    So far i have this in my css.

    .staff{ background-color:#F6FFEB; padding:20px 10px 10px 20px;}

    and this in my JS

    $j(".by-staff").parents().filter(".item").addClass("staff");

    But it is still not working. What am i missing. Thoughts?

     

     

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  • Jessie - Community Manager

    Hey Peter!

    I see that you've posted this question elsewhere, and one of our Community Moderators is ready to weigh in help you out. He'll be able to help you over there!.

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