Guide community tips for Help Center

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140 Comments

  • Jennifer Rowe
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    A new tip from Evan on our support team!

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  • Bill Boebel
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    Here's something we build last week:

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  • Jennifer Rowe
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    Bill--super cool tip! Thanks for sharing your blog link.

    If you  add it as a tip in our forums! I can give you a Zendesk mug or umbrella as a reward. :)

    Thanks again for sharing!

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  • Damon Kappas
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    Great discussion! 

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  • Jennifer Rowe
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    New support tip from the man, the myth, the legend:

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  • Liam Oliver
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    Hello, 

    How do I make one of the category boxes on the home page link to the Submit a Request page? Attached example. You can view an example here: https://www.evernote.com/shard/s301/sh/8f038067-5f70-4de5-94fb-0bae7ecab166/8ff2b4f409e9b6f559dc71ed8190a39d/deep/0/Total%20Loyalty%20Help%20Desk.png

    Thanks, 

    Liam

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  • Jennifer Rowe
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    From our PM Jason:

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  • Jennifer Rowe
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    Just added, today's support tip:

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  • Allen Hancock
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    Nice!

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  • Jennifer Rowe
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    Another tip from support:

    _

    The support team now has 22 tips and the community has 26 (almost half of which are from Wes!). 

    Support is quickly gaining on Community...just sayin. 

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  • Larisa Moore
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    Hi, I'm trying to figure out how to change the search results to make them more compact. I like having the KB results on one side and community on the other, but I want to hide the part where it shows who posted it and when it was updated.  (Also, on the community side of the page, can we restrict the language that appears? I saw that there was a way to do this on the community home page.)

    Also, just FYI, when I'm previewing as an end-user (since I'm still setting up our Help Center), I'm seeing agent-only articles in the search results, is this a known bug? I'm assuming it won't work that way for a real end-user?

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  • Wes Drury
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    @Larisa - The following code should do the trick.

     

    JS Tab

    Add this below the $(document).ready(function() {

    if ($(".search-result-meta").length > 0) {
    $('.search-result-meta').hide();
    }

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  • Larisa Moore
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    As always, Wes, super-helpful! Next up: how to get rid of the social share links entirely? I've deleted just about all the social share code I can find under CSS and JS, and the icons are gone, but now text links to Facebook, LinkedIn, etc. appear. :(

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  • Wes Drury
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    @Larisa - No need to remove CSS for this.  Select HTML - Articles Page - remove the {{share}} placeholder or you can comment it out like this <!-- {{share}} -->.

    If that doesn't take care of it just let me know.

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  • Jennifer Rowe
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    Two new tips from the community. 

    (John is a first-time contributor! And Martijn has been part of the community for a while. Thanks guys!)

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  • Jennifer Rowe
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    Two excellent new tips from Riley today:

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  • Jennifer Rowe
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    Good news everybody! Wes just posted his latest custom theme. Check it out!

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  • Thomas Bouw
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    Hey there,

    It there a way to filter out Help Center content based on a brand? 

    We have a customerdesk that supports about 10 different webshops where lots of content is overlapping, but there are also some major differences that we want to show based on which webshop the customer visits.

    Can this be achieved by using different URLs or maybe some other way?

    Thanks!

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  • Jessie Schutz
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    Hi Thomas!

    Aside from simply creating a separate Category for each of your webshops in one Help Center, the only option for separating your Help Center content would be to use our Multibranding option.

    Our current Multibranding functionality is far from perfect, although it does meet the needs of many customers. There are some changes on the horizon, though, so if it's an avenue you're interested in pursuing it might be worth waiting until more information becomes available before moving forward. It's also important to note that Multibranding is only available for Enterprise customers.

    You can find more information about our current Multibranding solution here:  Setting up to manage multiple brand Zendesk accounts (Enterprise).

    Please let me know if you have any other questions!

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  • Renato Lyke
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    Hi,

    How do we set a ticket form for an end-user using JS in Help Center based on the tag associated with the user. I was able to do this in Classic Web Portal.

    Below is the code that i have tried. I am able to select the form, however it does not load. I have compared this with Classic web portal and in Help Center a data url has been added.

     

    var external_form_id = "4639";
    var internal_form_id = "4945";
    var general_form_id = "3485";

    function requestFormProductSupportModifications(formid) {
    $("#request_issue_type_select").val(formid);
    $("select#request_issue_type_select").change();
    $("select#request_issue_type_select").attr("disabled","disabled");
    $("label:contains('Please choose the ticket type')").hide();
    $("select#request_issue_type_select").hide();
    $("h1:contains('Submit a request')").after('The information collected on this screen will enable us to address your request faster. Appreciate your time in providing all the information.');
    }

    $(document).ready(function() {

    // social share popups
    $(".share a").click(function(e) {
    e.preventDefault();
    window.open(this.href, "", "height = 500, width = 500");
    });
    var cust_tags = HelpCenter.user.tags;
    var formid ="";

    if(location.pathname == "/hc/en-us/requests/new" || location.pathname == "/hc/en-us/requests") {

    if(cust_tags = "kony_internal"){
    formid=internal_form_id;
    }
    else {
    formid=external_form_id;
    }
    requestFormProductSupportModifications(formid);
    }

    I am unable to load the form fields. I used the a similar code in Classic Web portal it worked.

     

    Regards,

    Renato.

     

     

     

     

     

     

     

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  • Tod Ewasko
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    I am looking for ideas on how to manage our Help Center Comments. I see the discussion board it's easy to find and respond to open questions. I do not see the same consolidated area for the remainder of the help center or am I missing something? We post install guides for our software and would like the customers to put their questions on the same article that hosts that content.  

    I know we can get email notifications when someone does a new post and maybe that's the answer, manage this in your email box.

    Any thoughts?

    No comment left behind.

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  • Jessie Schutz
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    Hi Tod!

    This is a great question. As of right now, the only way to manage Help Center comments is via email notification.

    Because Zendesk is set up to suspend auto-responses, as of right now it's not possible to have these notifications create a ticket in Zendesk, which means that your best bet is going to be to manage the notifications in your inbox.

    Here at Zendesk, we have a dedicated email inbox specifically for Community use. The email address was added as a user to our Zendesk and subscribed to the appropriate sections in our Knowledge Base and Community so we get the notifications we need to monitor our Help Center.

    A couple other people besides myself have access to the inbox, and we use tags to track who answered the question and any other actions that may have been taken (ie: created a ticket, followed up internally, deleted, etc). This way we're able to keep track of everything in one place.

    Hope that helps!

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  • Larisa Moore
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    The dedicated email address/inbox is a cool idea. If you use that, does that mean you also get notified of comments beyond the original post in a thread? This is the main change I've noticed in moving from Web Portal to Help Center. Since our customers tend to piggy-back onto existing threads (much as all of us do on this Zendesk support site), some questions are getting missed due to lack of notification to those who are following Community topics.

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  • Laura D.
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    Hi Larisa,

    As long as the email address is following both posts and comments in the section/topic you'll get notified of everything end-users (and agents) post in that area (screenshot below). If it's only following new posts then you won't get notifications of comments. You can always sign in as the user with that email address and adjust the settings.

     

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  • Laura D.
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    Quick update...this feature hasn't yet been released to customers, it's part of a larger set of Community features that we're testing on our Help Center before releasing them to customers. This (and more) will eventually be available to all Help Center accounts, we'll let you know once it's out!

    Sorry for the mistake!

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  • Jennifer Rowe
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    New tip from Wes!

    Print/PDF/email Help Center articles

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  • Jennifer Rowe
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    A new tip from Andrea!

    Changing field order in Help Center

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  • Krista Foisy
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    Anyone have any tips on adding table of contents (TOC) or document links for the section headers to be seen and not lost?

    Here is what I have been using for TOC - 

    <a class="xref" href="topic\_workstation">VMware Workstation</a>

    And than for the section headers either

    1. section header<h3 id="topic\_workstation">VMware Workstation</h3>
    2. Above the section header <p id="topic\_workstation"> </p>

    For the header; causes the link to taken the user too low in the section and text is being lost. For above the header; the user is taken to the top of the section, but the header is lost and of course now I end up with a bigger space between sections than I intended.

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  • Jennifer Rowe
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    A new tip from Robbert on our Support team:

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  • Jennifer Rowe
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    A new tip! And the first one from Scott. Thanks, Scott!

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