When profiles are enabled in Help Center, users can click any user name on an article, post, or comment to open that user's profile in Help Center. Signed-in agents can further open the user's profile in the Zendesk Support agent interface from the Help Center profile.
If you have set up multiple Help Centers for multiple brands, Help Center profiles are unique to each brand. That is, each Help Center user profile contains only the user's activity for a specific Help Center and not all of your Help Centers. The user profile in Support is not brand specific, but contains activity for all Help Centers across brands.
To open a user's Help Center profile in Help Center
- Click the user's name or avatar in an article, post, comment, or search result in your
Help Center.
The user's profile opens in Help Center.
To open a user's Support profile from Help Center
- Click the user's name or avatar in your Help Center, then click the user's name again in
the profile.
The user's Support profile opens in the Zendesk Support agent interface.
9 Comments
Hi there,
We have used Support for awhile but have only recently launched our Help Centre including the Community.
I'd love it if we could also reverse this and make it so we can go into the users Help Centre profile through their Support profile.
The data I can get currently on posts, comments and upvotes are great. However that is only if a member of the community is active. As we have just launched I'm really keen to have an idea on how many people have joined to see if they are sitting there and just need us to help instigate the conversation or if our marketing needs a different tactic because they aren't going to our community in the first place.
Being able to get these metrics would be really useful! And I believe I can get these if I could access their Help Centre profile.
Thank you
is there a method to add language preference to the user's profile so they can self manage this setting with out chewing up agent time?
I switched this on in our sandbox, however, the profiles are appearing japanese which is not our default language for the site. do you have any guidance on this? Thanks
Is there any way to access a user's Gather profile before they've posted something. Our Community is brand new, and we want to assign a team-specific badge to all of our staff, but since none of them have posted in the Community yet, I can't figure out how to award the badges.
If the user exists in Support then what you could do is navigate to their Support profile and grab their user_id from the URL (should be a series of numbers). Once you have that copied, go to Gather and navigate to your own profile page there. Replace the user_id in the URL of your profile page with the one you copied and that should take you to their Gather profile.
I know it's a bit of a process but that should get you what you're looking for :)
Brett Bowser Aha! Thank you so much!
How long the requests stays? Is there a time limit?
By default, the "My Requests" page displays all requests submitted by the end user, and there's no time limit on how long it stays. As well as the archived tickets, it will still be labeled as "solved" in My activities.
I hope this answer your questions. Thank you!
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