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How can I remove the "Submit a request" link from my help center?

Dr. J
  • Edited

Question

How do I hide the Submit a request link from my help center?

Answer

The help center has a set of helpers that perform certain actions. Delete the new_request link identifier from the template of your help center to remove the Submit a request link.

To remove the helper from your template

  1. In Guide, click the Customize design icon () in the sidebar.
  2. From the theme you want to work with, select Customize.
  3. Select Edit code and open the header.hbs template.
  4. Remove the following lines of code below from your template: 
     {{link 'new_request' class='submit-a-request'}}
    new request identifier 
    <li class="item">{{link 'new_request' role="menuitem" class='submit-a-request'}}</li>
    line
  5. Select Publish.
  6. Open the article_page.hbs template, and remove the line below from the template. 
     <div class="article-more-questions">
     {{request_callout}}
     </div>
    article more questions request callout
    This line of code controls the link to submit new requests on articles.
  7. Select Publish.

If you want to create an email-only help desk, see the article: Setting up to provide email-only support.

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17 Comments

  • Xema

    When the "Submit a Request" button is removed, we expect that logged-in users won't be able to submit any ticket, but if they type in the browser the address for sending a request, as "/request/new", they will land in the ticket form page, and they'll be able to submit a ticket, won't they?

    Any ideas for solving this issue? Only JavaScript?

    0
  • Amy Gracer
    Community Moderator

    You could change the contents of the submit a request page. Go to Edit Code, and open the new_request_page.hbs

    You can change the title of the page, by replacing everything between the <h1></h1> tag

    <h1>
    {{t 'submit_a_request'}}
    <span class="follow-up-hint">
    {{follow_up}}
    </span>
    </h1>

     

    And then you can hide the request form by commenting it out, like this:

    {{!--<div id="main-content" class="form">
    {{request_form wysiwyg=true}}
    </div>--}}

    And add whatever text you want there, such as instructions about what the user should do if they want help.

     

    0
  • DistroKid

    I would like to remove the link to the contact page from one particular article. Every other article should allow people to click through to the contact form, but there is one article that should not. Is there a way to do this?

    1
  • Sushant A
    Community Moderator

    @... Samford

     

    You can exclude the contact page link from a specific article using the helper below

    <div class="article-more-questions">
      {{#isnt article.id 360004349736}}
        {{request_callout}}
      {{/isnt}}
    </div>

     

    Navigate to article_page.hbs and search for an article-more-questions class and update class with isnt helper

     

     

     

    -sushant


     

    1
  • DistroKid

    Perfect! Thank you, @...!

    0
  • Matteo Fusco

    Hi, I'm using the Vertio theme on the Zendesk page of my company. Unfortunately the "Sumbit a request" button is not appearing and in the Theme settings it doesn't seem something I can enable. Could please anyone help me? DistroKid Amy Gracer Sushant A

    0
  • Amy Gracer
    Community Moderator

    Hi Matteo,

    I'd start by adding the following to your Header..hbs within the div class="nav-wrapper", like below

     <div class="nav-wrapper">
    ...

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

    </div>

     

    0
  • Doug Shaner

    I'd like to remove the "submit a request" link when the user is not logged on, and display the link when the user is logged on.  Does anyone know of a way to accomplish this?

    0
  • Amy Gracer
    Community Moderator

    Hi Doug,

    Did you try the tip in this article?

    https://support.zendesk.com/hc/en-us/community/posts/4409222781850-Hiding-the-Submit-a-Request-button-until-signed-in 

     

    0
  • Doug Shaner
    • Edited

    Thank you Amy.  I did not see that article, but I just found this one and it works!

    https://support.zendesk.com/hc/en-us/community/posts/4409506826394-Allow-only-signed-in-users-to-submit-a-ticket

    0
  • Amy Gracer
    Community Moderator

    Yay! Glad to hear it, Doug :) 

    0
  • Leo Magalhaes

    Hey there, is there a way to filter out organizations that shouldn't be allowed to submit tickets? Use case: We don't want reseller customers to submit tickets to our support team.

    0
  • Dave Dyson
    Hi Leo -
     
    You could create a ticket that looks for new tickets from one or more specified Organizations, replies with instructions for how they should get support, and closes the ticket.
    0
  • Shaun Luong
    • Edited

    There is no Edit Code button in my Aarhus (Pro) theme, which is the Live theme that is being used. There is an Edit Code button in my Copenhagen theme, which is in the Theme Library. But I want to remove the link from my Live Aarhus theme.

    0
  • Dave Dyson
    Hi Shaun, that may be a limitation of that theme -- you'll want to contact the developer directly, using the Contact Us link on the theme's page in our Marketplace: Aarhus
    0
  • Ari Margolis

    I'm using the Copenhagen theme. I don't have an "edit code" button. Do I need to upgrade to get that functionality?


    0
  • Madison Hoffman
    Zendesk Digital Resources Team

    Hey Ari, it does look like you don't have access as your Guide plan is Guide Lite. You can view what that plan includes here: https://support.zendesk.com/hc/en-us/articles/4408823905434-About-the-Zendesk-Guide-plan-types 

    0

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