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Standard theme is the Copenhagen theme that comes with Guide. It's a theme
designed for best practices and mobile responsiveness. See Using the standard Copenhagen theme in Help
Center. You can update the Copenhagen theme using branding and advanced settings in the Settings panel but you cannot edit the
code to customize the theme. Otherwise, it will no longer be considered a standard
theme.
When you use the standard Copenhagen theme for your help center, it is supported by Zendesk and automatically updated when new theme features are released.
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Custom theme (not available on Suite Team) is a theme that you modified by
editing the page templates, CSS, or JavaScript. Or, it is any theme that you developed
from scratch. These themes are saved as custom themes. Custom themes are not available on
Suite Team.
When you create a custom theme, you take ownership of the theme. Custom themes are not supported by Zendesk and are not automatically updated when new theme features are released. You will continue to receive Guide features that are not theme-dependant, but you will not receive updates to your theme, as any update would overwrite your customizations. You can manually add new theming features. To stay informed about new theme features and to get instructions for adding them, subscribe to Zendesk announcements.
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Marketplace theme (not available on Suite Team) is a theme created by Zendesk or
a third-party that you can trial or buy from the Guide Themes area of the Zendesk
Marketplace. Marketplace themes are supported by the developer of the theme and
can be updated whenever a new version is released.
Themes come in three license types: trial, standard, and developer. You can't download or customize a theme with a trial or standard license. You can download or customize a theme with a developer license, but when you do, it becomes a custom theme and you can no longer download updates to it. However, if you make your changes to a copy of the theme, the original version can still receive updates.
For more information, see Using Guide themes from the Zendesk Marketplace.
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About the standard theme and custom themes in your help center
Edited Feb 07, 2025
2
11 comments
Manuel Moreira
Aren't Custom and Marketplace themes also available in Growth? (according to the pricing page, at least)
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Brett Bowser
Hey Manuel,
Yes you are correct and both custom themes and marketplace themes are available on the Growth plan. If you don't see this available on your account and you're on Growth let us know!
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Manuel Moreira
Brett Bowser Yes, I was just asking because this article says that it requires Guide Professional and Enterprise
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Brett Bowser
Yes you are correct and both custom themes and marketplace themes are available on the Growth plan. If you don't see this available on your account and you're on Growth let us know!
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Jonathan Chenard
Can non-admins / light agents with access edit the Themes in the help center? I've created a custom Theme and I can't find any documentation on this, and "management permissions" doesn't see to be able to allow me to give them access.
The use case is that I have a web developer who only needs access to edit a Theme that will match our style guide, after they do, they will never be in Zendesk for tickets, help, etc. and I don't want to make them an Admin (even it it's temporarily) to make these updates. Thanks.
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Zsa Trias
Hello Jonathan,
Only users with Guide admin access should be able to access the theme and edit its code.
For reference: Understanding Guide roles and privileges
Please refer to this doc on how you can provide admin access to agents: Changing an agent's role to grant Guide admin privileges
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Aaron McCloud
Hello,
What if we just want to do a simple change like add the Google Tag manager script to our theme so we can track analytics? I'm not seeing any plugins or any other way to link GTM without adding the script directly into the base code of the theme. Maybe I'm overlooking something?
Any quick insight would be greatly appreciated.
Thanks,
Aaron
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Aaron McCloud
Zsa Trias Brett Bowser Hi, do you have any insight into my question I posted yesterday that's above?
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Christine Diego
It seems that pasting the embed code from Google Tag Manager into two templates in your help center theme is the option. I am not seeing any plugin available as of the moment but you can check this article for details Using Google Tag Manager with your help center
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Aaron McCloud
@... Hi Christine, according to this article from Zendesk, one of the Product Managers said this regarding GA4:
"Hey all, we are starting to roll out GA4 support for Help Center. See the announcement here."
But when I click the announcement link it says "You're not authorized to access this page", even though I'm logged in. Can you give any update on this announcement or give me access to view the announcement?
Thanks,
Aaron
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Jennifer Rowe
Hi Aaron McCloud, the announcement was archived because the rollout completed over a year ago. I've removed the link from the comment so it won't be broken for other users. Thanks!
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