Issue symptoms

My help center has issues with functionality or displays incorrectly. For example, buttons do not work properly, or page-elements do not align. What is the best way to troubleshoot these issues in Knowledge?

Resolution steps

The first step is to determine if the issues are caused by the Zendesk platform, or from your custom code. Test if the behavior occurs within the default Copenhagen help center theme first.

Use the theme preview functionality on a non-active Copenhagen theme, which is the default theme in Zendesk.

To test on a default version without any impact on the live site:

  1. In Knowledge admin, navigate to the Customize design icon
  2. Select the Add theme button and choose the Add Copenhagen theme option, which will not go live
  3. Find the newly-created Copenhagen theme that appears in the Theme Library, and click Customize
  4. Preview the various template pages within your help center
    • To preview the theme with levels of access, select the option of your choice under Preview role
  5. Verify if the issue happens in the default Copenhagen theme
    • If the issue occurs in the default Copenhagen theme, reach out to Zendesk Customer Support
    • If the issue does not occur within the Copenhagen theme, the custom code applied to your live theme most likely causes the issue. Consider either having the creator of that theme correct its code, or use a different theme, for example, Copenhagen or a custom theme
      • If your updated custom theme is ready to go live, click ⋮ > Set as live theme
Disclaimer: This article is provided for instructional purposes only. Zendesk does not support or guarantee custom code and custom themes. Zendesk can't provide support for third-party technologies such as JavaScript, jQuery, HTML or CSS. Reach out to the author of any code for support.

From your theme preview, be aware that the community will appear even if it is off in your settings. The community will not display in the live theme if you turned it off.

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