| Announced on | Rollout starts | Rollout ends |
| July 2, 2024 | July 2, 2024 | TBD |
Zendesk is happy to announce that we are releasing v4 of the templating API and rolling out an accompanying update to the Copenhagen theme. Together these updates pack more than 100 accessibility improvements to Zendesk Help center’s out-of-the-box end user experience while also improving the developer experience and security.
This announcement includes the following topics:
What is changing?
Accessibility
Since releasing the templating API v3, we have made more than 100 accessibility improvements to the templating API and Copenhagen theme that together form the out-of-the-box Help center end user experience.
One of the changes that has enabled this is that we are now using the Zendesk Garden Design System component library in more places of the Copenhagen theme. Most notably we have completely reimplemented the request form in help center using Garden.
Garden is a React-based UI component library optimized for usability and accessibility, and constantly updated and maintained by our dedicated Garden team who are experts in UX and accessibility. This gives you all the usability and accessibility benefits of Zendesk Garden for your end users.
Developer experience
A notable change is that the request form HTML has been changed from being server-side rendered to being client-side rendered using Zendesk Garden components as part of the theme. This means that you can now customize the request form’s UI much directly from the theme code and even use a different UI component library than Garden if you want.
Another notable improvement for developers is the JSON serialization helper that makes it easier to use server-side rendered data from the templating api in the frontend with JavaScript.
Security
The update to the Copenhagen theme with the new request form also means that by default the credit card field in the request form will only accept the last four digits of the credit card. We have done this to ensure PCI compliance of the request form when using the credit card field.
This measure prevents end users from having their credit card information stolen if they for example are using a malicious browser plugin that listens to keystrokes.
Starting with Templating API v4, the native request form will comply with the "Require authentication for request and uploads APIs" security setting. This means that anonymous end users (users not logged in) will not be able to attach files to request forms if you use a theme using Templating API V4, and the "Require authentication for request and uploads APIs" setting is enabled.
If you have this setting enabled and are using the Copenhagen standard theme, this change will be implemented when your theme is automatically upgraded as part of this rollout. If this change is not preferable, you can either convert your theme to a custom theme and continue using Templating API v3 or deactivate the "Require authentication for request and uploads APIs" setting.
Where can I find more information?
Expected rollout schedule
- July 2, 2024: Custom themes able to use API v4
- July 3, 2024: Update of standard Copenhagen themes starting
- July 19, 2024: Update all of standard Copenhagen themes completed
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.
- Enable easier code customization of the help center end user experience and the request form in particular.
- Enable more frequent updates to the end user experience without the risk of breaking custom themes.
- Ensure maintainability of a great user experience and accessibility.
- Ensure out-of-the-box PCI compliance of the request form when using the credit card field.
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 v4.
I’m using a custom theme
If you have a custom theme, you need to upgrade the templating API version you are using to v4 in your themes manifest file. See Upgrading from Templating API v3.
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:
Several advanced template helpers have slightly different output in v4. You can see the difference between v2 and v4 output by switching between version tabs. See Templating API in the developer documentation for more information.
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 v4.
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 v4. 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.
What if I have feedback?
If you have feedback or questions related to this announcement, visit our community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.