Articles print with menu overlapping content

10 Comments

  • Clifford James Lacson
    Hello Kyle,
     
    Thanks for reaching out and I'm sorry to know this error. Since I will need to replicate and check if I will get the same behavior on my end, may you please confirm your account subdomain and follow the instructions here to enable account assumption: https://support.zendesk.com/hc/en-us/articles/4408824477082-Granting-Zendesk-temporary-access-to-your-account 
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  • Kyle Johnson

    I'll connect with our account admin to have him enable account assumption. The subdomain is CarePortal, though.

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  • Kyle Johnson

    Okay account assumption has been enabled!

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  • Clifford James Lacson
    Hello Kyle! Thanks for getting back! 
     
    May you please confirm your subdomain so I can assume into your account?
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  • Kyle Johnson

    Hi there Clifford, just wanted to check in with you to see about any progress with this issue. Do you need me to enable account assumption again?

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  • Kyle Johnson

    Clifford James Lacson Hey there, just wanting to check in on this to see if there's a way we can make articles print correctly. It's becoming more and more of an issue for us.

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  • Clifford James Lacson
    Hello Kyle,

    Apologies for the late response as I was on leave last week. May you please re-enable the account assumption for me to recheck this?
     
    In order to investigate your issue further, I'll need to take a look inside your account. Right now the Account Assumption feature is disabled, but if you change the account assumption setting to “Enabled” you can grant me temporary access to troubleshoot the issue within your account. Please note that when you change the setting of this feature, all administrators listed on your account will receive a notification email.
     
    If you’d like to enable this, please follow these instructions to access your settings. It would be very helpful if you were able to set access to at least “one week” in the event that this ticket needs more time to be assisted. Once enabled, please respond to this ticket and I'll be happy to help the best I can.
     
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  • Kyle Johnson

    Clifford James Lacson No worries. I figured something more was going on, so I added another article in a different section to start over. The person who responded said this issue is related to the custom theme we have and gave us a line of code to try adding to the HTML. I'll enable the account assumption for you, though, just in case that doesn't sound quite right to you. 

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  • Clifford James Lacson
    Hello Kyle,
     
    Thanks for enabling it and I can see your custom theme now. Just wondering, may you please guide me on how do you print your articles as this option is not natively possible in Zendesk Guide that's why I cannot replicate it using my test account. 
     
    My colleague was right that it may very well have something to do with the custom theme itself but I can try to do the same thing on my end using your account and see what happens.

    I look forward to your response again :) 
     
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  • Kyle Johnson

    Great question, Clifford James Lacson. Since there's nothing in the article itself that invites printing, the problem can be replicated by printing the page from the browser. Would there be a way to add a plug-in or widget or something to our HTML code for the theme that would allow printing from within the Guide?

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