Announcing Templating API v3 with improved rich text editor

Announced on	Rollout starts	Rollout ends
June 1, 2023	June 1, 2023	June 8, 2023

We’re releasing v3 of the help center Templating API, which introduces a better rich text editor (RTE) and fixes 54 accessibility issues in the help center end-user experience.

This announcement includes the following topics:

• What is changing?
• Why is Zendesk making this change?
• What do I need to do?
  
• Detailed expected rollout schedule

What is changing?

If you have a custom theme, templating API v3 is optional to use and if you are on the standard Copenhagen theme you will be upgraded automatically, but the only thing that will change is that your theme will be more easilly navigable by people using assistive technologies and everyone will get a better RTE.

The new RTE will now also be available on mobile devices and adds several image features to postsand comments: caption, alignment, alt text, and text wrapping. Inline code and block codes will also be available in posts, requests, and comments.

The accessibility improvements to the templating API v3 means that some advanced helpers markup has been changed.  You can see an overview of the changes between templating API v2 and v3 here and on each helpers documentation page you can see the difference between v2 and v3 output by switching between version tabs in the developer documentation.

Additionally, Templating API v3 also restricts a few modals that overlay help center from client-side manipulation. This means that theme developers can no longer use CSS or JavaScript in the theme to alter the modals we have selectively restricted. For example, we’ve encapsulated the modal that appears when a user gets a permalink to a comment.

Why is Zendesk making this change?

We are making this change to:

• Improve the accessibility of the help center end-user experience. We’re committed to enabling customer experiences that are accessible to everyone.
• Improve the rich text editor (RTE) experience.
• Introduce the RTE experience for posts, requests, and comments on mobile devices.
• Be able to more frequently update specific parts of the end user experience without the risk of breaking custom themes.
• Ensure maintainability of a great user experience and accessibility.

What do I need to do?

I’m using the standard Copenhagen theme

If you’re using the standard Copenhagen theme, you don’t need to do anything. Your theme will automatically be upgraded to use templating API v3.

I’m using a custom theme

If you have a custom theme, you need to upgrade the templating API version you are using to “3” in your themes manifest file. See documentation.

Before upgrading, check your theme for deprecated helpers or helper markup that may have changed between versions.

You can find the changes between the templating APIs in:

• Upgrading from Templating API v1
• Upgrading from Templating API v2

Several advanced template helpers have slightly altered output in v3. You can see the difference between v2 and v3 output by switching between version tabs in the developer documentation.

To ensure that none of your custom functionality breaks when upgrading, we recommend that you test any theme customizations that use the updated helpers or target modals before upgrading to v3. 

I’m using a Marketplace theme on a standard license

If you’re using a theme from the Zendesk Theme marketplace on a standard license, ask the developer of the theme if they’re planning an update for v3. If so, you can update your theme after the update is released.

I’m using a customized Marketplace theme

If you’re using a marketplace theme that you’ve customized using code, you can follow the instructions for custom themes or you may contact the theme developer to ask if they have any specific update instructions.

Detailed expected rollout schedule

• June 1 Custom themes able to update to templating API v3
• June 5 Update of standard Copenhagen themes start
• June 8  Update of standard Copenhagen themes completed