Setting up a requests-only (tickets-only) Help Center (Guide Professional and Enterprise)

Have more questions? Submit a request

27 Comments

  • Dr. J

    Awesome, thanks Rebecca!

    2
  • Ethan Rader

    Is is possible to customize the links on the breadcrumbs (not just the CSS)? It was pretty easy to set-up a requests only Help Center, but want to optimize our navigation a bit. 

    For example, setting either the New Request page or Requests List page as our new "Home" page. It would also cut down on the amount  of pages we need to configure and manage.

    0
  • Rebecca

    Hi Ethan- 

    The breadcrumbs in Help Center is added via a Curlybars helper therefore customizing default behavior of the prebuilt helper is a little more challenging. However in our Help Center developer documentation we provide the code of the breadcrumbs meaning you could grab this code, remove the {{breadcrumbs}} helper from wherever you're working in Help Center and customize the behavior as needed.

    However another challenge in this process will be that Help Center provides pre-built templates, meaning the breadcrumbs helper is dynamically changing its links based on what category, section, or article you are on. Therefore to customize across multiple pages you would likely need to add multiple conditional statements. 

    Lastly, having the New Request or Lists pages be the homepage is likely not possible without a javascript redirect or iframing of these pages into the homepage. The {{request_form}} advanced helper for example, that renders the new request form, is only available on the new request page template. 

     

    0
  • Nicolas

    Wow, now we need to edit kind of codes to have a Ticket portal!

    Disapointed....

    -3
  • Nicolas

    Hi, how to do to have the 2 buttons aligned horizontally?

     

    Thx

    0
  • Cgauguin

    Hi,

    I´m having trouble with the page-path for "Submit a request"

    <form style="display: block; text-align: center; margin: 20px;" class="submitbutton"
    action="{{page_path 'new_request'}}">
    <input type="submit" value="Submit a Request">
    </form>

    it takes me to an incorrect page and not to the "Submit a request" page. 

    I have a header on all the pages with a link that takes me to the correct page

     {{link 'new_request' class='submit-a-request'}}

    so I know its possible to get there. Is there something wrong with the code?

    0
  • Rebecca

    Hi Cgauguin-

    I tested this and confirmed the code does work as outlined. What page are you directed to when selecting the button? This may be a result of agents not having direct access to the submit a request page.

    To view the request page as an agent: 

    1. In your Help Center, click General > Customize design.
    2. In the Previewing as box in the lower right corner, click the drop-down arrow next to the role name. 
    3. Select End-user
    0
  • Nicolas

    Same issue for me.

    I am logged as admin (manager), I select "Previewing as end-user" but when I click "Submit a request" button then it opens my Agent Dashboard page in "old web portal".

    This is my code (normally copy/paste from yours)
    <form style="display: block; text-align: center; margin: 20px;" class="submitbutton"
    action="{{page_path 'new_request'}}">    
      <input type="submit" value="Submit a Request">
    </form>
    <form  style="display: block; text-align: center; margin: 20px;"class="requestbutton"
    action="{{page_path 'my_activities'}}">
       <input type="submit" value="Check your Existing Requests">
    </form>   

    By the way, I repeat my question, how to have the 2 buttons aligned horizontally? The 2 buttons vertically aligned in middle of screen is really ugly isn't?

    Nico

    0
  • Cgauguin

    Hi Rebecca. 

    I´m looking at it as end-user. Thats why its strange that I also end up seeing Agent Dashboard page in "old web portal", just like Nico Kunzer. 

    I would also like the buttons to be in the same line horizontally. 

    0
  • Cgauguin

    Hi,

     

    I tried to make the "Submit a request" button work, and have substituted this part:

     

    <form style="display: block; text-align: center; margin: 20px;" class="submitbutton"
    action="{{page_path 'new_request'}}">
    <input type="submit" value="Submit a Request">
    </form>

    <form style="display: block; text-align: center; margin: 20px;"class="requestbutton"
    action="{{page_path 'my_activities'}}">
    <input type="submit" value="Check your Existing Requests">
    </form>

     

    with this:

    <nav class="user-nav" id="user-nav">
    {{link 'new_request' class='submit-a-request' role='button'}}
    </nav>


    <nav class="user-nav" id="user-nav">
    {{link 'requests' class='check-your-existing-requests' role='button'}}
    </nav>

     

    Viewed as End-user the buttons are alligned and the button "Submit a request" now works. It looks different but it now is working.

    0
  • Nicolas

    Hi Cgauguin

    It works also for me! Thanks for your help mate.

    Just one detail: the 2 buttons are aligned on the left side. Do you know how to center?

    Nico

    0
  • Cgauguin

    All of my coding looks like this right now. I know its not pretty but for me it looks like the buttons are centered:

    <div id="divhomecontainer">
    <br>
    <br>
    <br>
    <br>
    <br>
    <br>
    <br>
    <center> <h1>Welcome to Rebecca's Support Portal</h1>
    <br>
    <center> <h2> Select below to Submit a New Request or Check your Existing Requests<h2>
    <br>


    <nav class="user-nav" id="user-nav">
    {{link 'new_request' class='submit-a-request' role='button'}}
    </nav>


    <nav class="user-nav" id="user-nav">
    {{link 'requests' class='check-your-existing-requests' role='button'}}
    </nav>

    </div>
    {{!--<section class="section hero">
    <div class="hero-inner">
    {{search submit=false instant=true class='search search-full'}}
    </div>
    </section>

    <div class="container">
    <section class="section knowledge-base">
    <section class="categories blocks">
    <ul class="blocks-list">
    {{#each categories}}
    <li class="blocks-item">
    <a href='{{url}}' class="blocks-item-link">
    <h4 class="blocks-item-title">{{name}}</h4>
    <p class="blocks-item-description">{{excerpt description}}</p>
    </a>
    </li>
    {{/each}}
    </ul>
    {{pagination}}
    </section>

    {{#if promoted_articles}}
    <section class="articles">
    <h3>{{t 'promoted_articles'}}</h3>
    <ul class="article-list promoted-articles">
    {{#each promoted_articles}}
    <li class="promoted-articles-item">
    <a href="{{url}}">
    {{title}}
    </a>
    </li>
    {{/each}}
    </ul>
    </section>
    {{/if}}
    </section>

    {{#if help_center.community_enabled}}
    <section class="section community">
    <h2>{{t 'community'}}</h2>
    {{#link 'community' class='community-link'}}
    {{t 'join_conversation'}}
    {{/link}}

    <div class="community-image"></div>
    </section>
    {{/if}}

    <section class="section activity">
    {{recent_activity}}
    </section>
    </div>--}}.

    0
  • Nicolas

    Ok I used this <center> and now it is good.

    Thx

    0
  • Nitin Gopalani

    Hi Cgauguin, your code works great!  Is there a way I can change the names of the button?  Instead of requests, I would like it to say my requests or current requests, etc.

     

    Thanks for your help

    0
  • Jessie Schutz

    Hey Nitin! 

    I'm checking with our Community Moderators to see if anyone can help you with this!

    0
  • Vladan Jovic

    Hi Nitin, this code should be able to make it, please try:

    $('a.check-your-existing-requests.requests-link').text('My Requests');

    You need to put this code into JS tab, just under this row:

    $(document).ready(function() {

    Let us know the result! ;)

    1
  • Nitin Gopalani

    Hi Vladan,

    This worked perfectly!  I changed the "check-your-existing-requests.requests-link" to "my_activities" since I was using the code that Rebecca originally posted.

     

    Thanks!!

    0
  • Scott Hargis

    I'm trying to add an additional link/button on the home page that links directly to the Articles page. I'm not sure what the correct page_path action is. Does anyone know?

    I'm using the same code outlined in this tutorial.

    <form style="display: block; text-align: center; margin: 20px;" class="submitbutton"
    action="{{page_path 'UNKNOWN'}}">
    <input type="submit" value="Articles">
    </form>

     

    Thank you.

    0
  • Jake Bantz

    Hi Scott,

    There is not a location where a user can view all articles. Instead of using the page_path here, you would want to link directly to a section, category, or other similar page by just using the relative path to that page (like /hc/sections/12345) instead of using a placeholder like {{page_path 'UNKNOWN'}}.

    Hope that helps!

    0
  • Christer Bangen

    Hello 

    Do anyone of you know if its possbile to bypass the default redirect for agents?

    0
  • Patrick Bosmans

    Hello Christer,

    Instead of deleting all reference information to the Knowledge base, it would be easier to use User Segments to hide all articles unless the users is signed as an agent.  

    Otherwise you would be looking at using some placeholder reference to the role in JS that would then redirect to a different template.

    First way much easier and native.  Here is a good article on User Segments, https://support.zendesk.com/hc/en-us/articles/115007686307-Creating-user-segments-for-Guide-user-permissions-Guide-Professional-and-Enterprise-

    0
  • Christer Bangen

    Hi Patrick

    im talking about the redirect the agents get when trying so submit a ticket through helpdesk

    0
  • Patrick Bosmans

    Christer,

    The submit a request link is to the requests endpoint for end-users only.  At this time there is no submit a request link for agents.  

    There is a Product Feedback post concerning this if you would like to add your vote!

    https://support.zendesk.com/hc/en-us/community/posts/203447986-Add-Submit-A-Request-for-Agents

     

    0
  • Jacob J Christensen

    @Christer. We use the Web widget form as a workaround, for a setup that involves accepting ticket from agents. I don't know if that would work for your needs, but I thought I'd mention it.

    0
  • Michael Adams

    @rebecca @Brett Is there a way to create some sort of IF statement so this affect my "end-users"... all ZD managers and administrators need access to the help center. I use it for internal content and notes to help them solve tickets.

    Any way to set that up?

    1
  • Christer Bangen

    is it possible to customize the "submit a request" and "my tickets" to be .png pictures? 

    0
  • Brett - Community Manager

    Hey Christer,

    This is certainly something that can be done with some additional custom coding on your end. While this is not something we can assist with on our end, I encourage you to take a look at our Help Center customization documentation below:

    Hopefully other users can jump in here and offer up some additional guidance on how to accomplish this.

    Cheers!

    0

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