Question
I don't want any of my customers submitting tickets via the Help Center. How can I disable ticket creation from there?
Answer
It is not natively possible to disable ticket creation from the Help Center, but it is possible to hide the option from your end users by removing the placeholders for it from your theme.
The HTML for the Help Center is contained in editable templates that define the layout of each page type, as well as the global header. You can customize the template of any of the page types or elements.
To hide the button for users to submit new requests, navigate over to edit the Header. This is the bar appearing at the top of all Help Center pages, the Help Center Home page, the category page, and section page landing pages.
In that section, remove the placeholders linking to the submit a request page. You may also want to hide the My activities link:
{{link 'new_request' class='submit-a-request'}}
{{link 'my_activities' class='my-activities'}}
Finally, under the Article page template, remove the request callout helper, which is a link for users to create a request:
{{request_callout}}
5 Comments
Would really love to have this capability available on a per user basis.
In most cases our customers have an internal point of escalation for their general users who acts as a first line of support before tickets are escalated to us. With current functionality, not being able to restrict who can submit tickets this restricts who at our customer's organization has access to our help center.
NOTE: our help center is setup such that users have an account to access anything in the help center.
Our workaround that we're thinking on implementing is that we add the widget to our general application but removing the "submit a ticket" option and only allow them to search the help center. thoughts about this??
Hi Tara!
We have a Support Tip on this very thing! You can find it here. :)
Worth noting, there is also a submission option in the footer.hbs.
Hi Jesse, is the link still working? https://support.zendesk.com/hc/en-us/articles/203661076-Hide-and-show-My-Activities-and-Submit-a-Request-Help-Center- It says I am not authorized.
Hey Louis,
It looks like this tip was archived due to outdated information. I was able to track down another tip that goes through removing the submit a request button from your Help Center here: How can I remove the Submit a request link from my Help Center?
I've also updated the link from Jessie's comment above.
Cheers!
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