Getting started with Gather for your community

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  • Sally Anne Dishong

    I have a couple of questions about the Community feature. We've had Zendesk Help Center (Guide) for many years and have not activated the Community feature. We have several brands on our instance with different Help Centers. Questions:

    1. I'm in the process of testing a new theme using Copenhagen and viewing it in preview mode with the Community feature not activated. I'm previewing it as an end-user and I'm still seeing the Community links in the theme. Why is that? I understood that the Community would not be shown to end-users if it is not activated (never has been).
    2. If we decide in the future to activate a Community for one of our brand Help Centers, but not the others, is that possible? I don't see a way to activate the Community by brand.


  • Kasper Sørensen
    Zendesk Product Manager

    Hi @...,

    1. I think this is on purpose, to let you work on community appearance without actually enabling it.

    2. The community is enabled/disabled per brand. In the top of the screen you select which brand you're currently doing settings for:

  • Sally Anne Dishong

    Thank you for your quick response, Kasper! I did manage to find the brand setting for activating community.

  • Stefan Jonsson

    Currently, we allow all signed-in users to access the Help Center. Mainly so they can see their open support tickets and create new ones. 

    We're thinking about enabling the Gather/Community feature as well, but I would like to limit it to only a subset/segment of our customers. 

    In the page hc/admin/general_settings there's a setting called "limit to user segment" that limits the entire help center to a user segment of my choice. 

    I would like to have the same option for the Community. Is that possible in any way?

    The option described by @... above does not restrict access to the Community, only to the topics in the Community. So with that solution, anyone could access the Community but would be limited in what they see. That's not what I want. 

  • Juraj Jarmek

    Hello @...,

    Please note that this is unfortunately not possible.

    We can only restrict the topics, but not the whole Community.

    For more info:

    Applying user segments to restrict viewing access to community content


  • Bryan Hilton

    I would like to be able to create a Gather Forums community and practice in and test it before we take it live to our organization.

    We are Subscribed to the following Zendesk products:
    Support - Professional
    Guide - Light
    Gather - Professional
    Explore - Legacy

    The steps I have taken are as follows:

    1. Click the ZD product menu
    2. Click 'Gather'
    3. Click 'Save' as I did not want modify any settings at this time.

    Still, every time I do #1 and #2 it goes to 'Gather' Settings.

    Thank you all for the help.


  • Maggie Ungerboeck
    Community Moderator

    Hi Bryan,

    Do you have your Guide set up as well? You have to have Guide set up as that is how your users enter into the Gather product. You may have to check in on your product level for Guide to see if it allows for Gather - I'm not sure if it's available on the Light version. You can also use this article for some more Guide setup details -



  • Bryan Hilton

    Hello Maggie,

    Thank you so much for getting back to me.  We had originally received a quote from our Zendesk Account Executive to add Gather Professional to our list of Zendesk Products.

    However, after my employer processed the purchase order, the AE reached out via email and wrote, "My Operations team has notified me that "Guide Lite" must be a part of the service order when purchasing Gather Professional".  We added "Guide Lite" along with "Gather Professional".

  • Bryan Hilton

    Hello Maggie,

    Thank you so much for sending the link to the article, "Guide Help".  Yes, our help center is already enabled.  We would simply like to train our support staff and allow them to practice in "Gather Professional" before activating it which would make it available to all of our users if I am not mistaken.

    Any additional help on how to accomplish this would be great.

  • Maggie Ungerboeck
    Community Moderator


    Yes, once you activate it in your live version, then it will be available to all your users. You could hide your Guide Topics by user segment but I think there will still be a Gather link on your main page that would result in a blank page for all your users. If you are familiar with code, you could hide the link from the main page but that would require some technical expertise to do.

    To avoid doing anything that involves changing code, the only other option is to turn it on in your sandbox. Your internal users would have to access this link separately from your live instance but it would let them work in Gather without exposing it to your users. 


  • apn pgc


     Is this possible to create multiple forms as someone mentioned in the below post:

    I was just looking for it. But in this post, no proper answer is mentioned. 

    Thanks in advance for helping me.

  • Cheeny Aban
    Zendesk Customer Care
    Hi apn pgc, 

    May I know your specific question regarding multiple ticket forms? I checked the article that you attached below but it redirected me to an article about how I can use user segments to restrict viewing access to community content.
  • OpenSolar Support

    Hi all, I am wondering if it's possible to have a different theme in our community area to our normal help centre? We want to promote the community with a different vibe. If it looks the exact same as our regular knowledge base we fear it won't get much interest. Does anyone have thoughts on this?

    And any guidance on just generally customising the community page itself? We'd love to put a tag line about where all of the topics appear.



  • Erica Girges
    Zendesk Developer Advocacy
    Thanks for posting your question to the Community. You can definitely play around with the styling of your Community page by directly editing the code in the Theme Customization located in Guide Admin. 
    After selecting Customize on the desired theme, you'll see 2 buttons in the lower right corner Edit Code & Publish. You'll just want to select Edit Code and you'll have access to the CSS stylesheet and all of the corresponding Community Page files.
    Hope this helps!

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