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Multibrand: Displaying the appropriate forms on the correct Help Center



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Jake Bantz

Zendesk Product Manager

Edited Jun 21, 2024


22

9

9 comments

We have 2 brands with a help center for each brand. We have a particular ticket form that is associated with both brands and we can see this form in both help centers.

Brand 1 HC

  • Form 1
  • Form 2

Brand 2 HC

  • Form 2

From the Brand 1 HC, the user can create a ticket on Form 1 or 2. When using Form 2, the user can not see the resulting ticket in My Activities. Form 2 is associated with both brands in the ticket form settings. The ticket itself can only be associated with one brand.

Is there a way to make tickets using Form 2 visible in My Activities on the Brand 1 HC? 

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Jake Bantz

Zendesk Product Manager

Hi Justin!

Can you make sure you don't have a trigger that is automatically assigning the brand for that form? If the brand changes in Support, that will control which brand where that ticket is available to the end-user.

If you remove the condition in the trigger that is setting the brand, the ticket will instead maintain the brand it inherits from that brand's Help Center.

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Jake Bantz

You are right! When using Form 2 the brand does change (trigger) from the default brand so the user will not see the ticket in their activities unless they go to the HC for Brand 2.

We are working to unify the forms under a single brand and HC so this will likely be a moot point.

Thanks for pointing this out!

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Jake Bantz Thanks for sharing. May I know if there's any chance we can change the wording "Please choose your issue below"? Also is it possible to replace it with a dynamic content? Thanks.

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Jeff C

Zendesk Customer Care

Hi Ashley,

Yes! This string is customizable and Dynamic Content can be used for it. You can go to Admin > Manage > Ticket Forms > End User Instructions to set the text to be displayed.

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Hi, I am adding ticket_form_id in the header.hbs, so the code looked like this : 
<div class="nav-wrapper-desktop">
    <nav class="user-nav" id="user-nav">
      <ul class="user-nav-list">
        <li>{{link 'new_request' class='submit-a-request' ticket_form_id='xxxx}}
        </li>
      </ul>
    </nav>
  </div>

However, the text is changed from "submit a request" into "help center"
when I try to define the text back into "submit a request", the text will appear beside the help center instead of changing the hyperlink
<div class="nav-wrapper-desktop">
    <nav class="user-nav" id="user-nav">
      <ul class="user-nav-list">
        <li>{{link 'new_request' class='submit-a-request' ticket_form_id='xxxx}} Submit a Request
        </li>
      </ul>
    </nav>
  </div>

What should I do to the code in order to change the hyperlink text from "Help Center" to "Submit a Request"?

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Dane

Zendesk Engineering

Hi Jonathan,

What I have done on my end is just remove 
 
<li>{{link 'new_request' class='submit-a-request'}}</li>
 
and replace it with 
 
<a href="https://<Help Center link>/hc/en-us/requests/new">Test Jonathan</a>
 
It ended up with the result below:
 

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Could the code in this article be used to display a certain form ID on our own website ? basically we would like to use the Zendesk Form, but on our own sites. Is there a code snippet, or anything similar to the above, that can be used by our dev team to have a Zendesk Ticket Form display on our cotanct page on our URL ? 

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Gabriel Manlapig

Zendesk Customer Care

Hi Yvonne,
 
To integrate the contact form on your website with Zendesk, use the API. For an example, see the article: Building a custom ticket form with the Zendesk API. Examples of creating requests using the API can be found in the Developer API Reference documentation. 
 
I hope that helps. Thank you!
 

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