Help center profiles display user information, activity, and recent contributions. Help center profiles also enable users to follow one another and get notifications of new articles, posts, and comments for anyone they are following. help center profiles are enabled by default and are available even if you are not using Community in your help center.
About help center profiles
Help center profiles can be either public or private.
Public profiles display user details contributions to everyone.
Private profiles display user details to everyone, but show contributions to only the owner and agents.
Public profiles become active and visible to all users when the user makes a public contribution, such as a post, community comment, or article comment. Until then, the profile is visible only to the owner and agents.
Help center profiles contain the following user information:
Name and optional personal bio
Member since date - date of the first public contribution
Last activity - date of the last contribution
Total activity - count of all the user's actions
Votes - number of votes the user has given
Subscriptions - number of subscriptions the user has
Following and Followed by - number of users the user is following and being followed by
Public profiles also include an overview of the user's last ten contributions, as well as access to all the user's articles, posts, and comments.
Enabling and disabling help center profiles
If you are using a standard help center theme, Help center profiles are enabled by default. You can enable or disable profiles as needed in help center settings.
If you are using a custom help center theme you might need to add code to your custom theme before you can enable help center profiles, see Adding profiles to your custom help center theme.
You can determine whether you want your help center profiles to be public, for everyone to see, or private, for only the owner and agents to see. Users cannot follow one another with private profiles.
- In Guide, click the Settings () icon in the sidebar.
- Under Guide settings, select or deselect User profiles.
- If you are enabling help center profiles, decide whether you want Public user profiles, which are visible to everyone, or Private user profiles, which are visible to only the user it belongs to and agents.
- Click Update.
If using SSO, and therefore user can only edit the description, how do they set an Alias if we allow them?
If you update the name as part of the JWT string then it will also update the User's name within Zendesk. From the Supported Attributes section: The name of this user. The user in Zendesk will be created or updated in accordance with this.
Here is an article that outlines the process: Enabling JWT (JSON Web Token) single sign-on
For SAML SSO, I believe this is implemented in the supported user attributes as well. Kindly check this article here: [Enabling SAML single sign-on
]( uhttps://support.zendesk.com/hc/en-us/articles/203663676-Enabling-SAML-single-sign-on#topic_d1r_523_l3rl )
I hope this helps!
Clifford James Lacson |Associate Customer Advocate|
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is there a way to collect all users' activities? like to rank users, awarding badges based on their activities / contributions.
What activities are you trying to collect? Does it include idle time and complete agent activity? If yes, you may want to download a third party workforce management tool from the Marketplace to capture those data. Nonetheless, you can capture all non-session activities of your agent in Zendesk Explore
I have the same question as Kelsey and Clifford's answer didn't help me
Thanks Clifford - I don't think this answers my question, I would need my customers to be able to edit/set up their own Alias. Since we are allowing it, can they still do so even though they can't edit other parts? Thanks
Hi Kelsey, hoping that we are understanding it correctly. If you are using SSO it is expected that you will disable the Allow users to view and edit their profile data. Users' data are being managed and controlled by your IT team if SSO is enabled. Otherwise, you might encounter issues with duplicate users, and allowing them to edit with SSO enabled will no longer be recommended.
We hope this helps!
Thank you - can you perhaps provide some advice then on how to handle the below scenario?
We have an online site with a web app - our customers have a login and profile for that. I need to add SSO so they can log in there and also be logged in to Zendesk for Guide and Gather. However they need to be able to have the option to not display their name and therefore use an Alias - how do you advise making this work?
Thanks so much!
Upon investigating probable implications that the option "Allow users to view and edit their profile data" could be present while SSO is enabled.
As outlined in how SSO functions, when these configurations pass the token from your system for a user to be logged in they pass additional user information along with them. This user information will either create a new user with the information that has been passed or will automatically update an existing user to match the information passed.
If you were to have a user edit their profile and then, later on, sign in again then anything they had edited that is also passed with your token will be overwritten by the information contained within your external system.
In conclusion, unfortunately, this will be the option that will allow a user to edit\manage their profile info. And as explained above that would be the only thing you will need to keep in mind if you need to allow end-users to edit their profile, and you determine if you still need to keep using SSO.
In this case, we encourage you to post product feedback here so you can engage with other users who have similar needs and discuss possible workarounds. Conversations with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning. Thank you!
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