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Support CSS Customization in Knowledge in Context Panel



Posted Aug 21, 2024

Summary: 

Customization to our Zendesk Guide articles in the style.css and html are currently not visible/supported in the Knowledge in context panel view, but are visible when viewing the article in a separate browser window. 


Use Case: 

Currently we use a mix of css and html styling to support formatting content. This includes small quality of life changes like padding in table cells and using correct prefixes for nested lists (e.g., roman numerals, lowercase alpha for ordered lists, and hollow circle and squares for unordered lists). One of the biggest quality of life improvements is the introduction of disclaimer boxes as suggested by Zendesk that relies on using div classes to trigger special styling and formatting of different disclaimer box styles. The disclaimer boxes use Note, Heads Up, and Important with specific colours to help our agents understand important details like prerequisites, additional resources, and more. 
 

Impact: 

The disclaimer boxes render as plain text in the Knowledge in Context panel which makes it less likely to be noticed by our agents, and easier to skim over, which is the opposite effect of what we want from a disclaimer box. 
 

Workaround: 

The closest thing we're able to do is manually add the words Note, Heads Up, and Important to each disclaimer instead of having it populated automatically by the div class code. This does not directly solve the issue because it's still plain text that our agents may not pay attention to when reviewing the article. 

Solution:
I understand that allowing CSS customization to be displayed in the Knowledge in Context panel could lead to accessibility issues, but this is also true for allowing people to customize their Help Centre themes. 

Immediate solution would be to support CSS customization in the Knowledge in Context panel, even including a checkbox so that the Zendesk Guide admin / Zendesk admin accept all risks when enabling. 

Other solutions would be to include the disclaimer box functionality in Zendesk Guide natively (Content Blocks are not sufficient as these disclaimers are unique to each article) so that they can be properly rendered in the Knowledge in Context panel. That said, this doesn't solve for other types of CSS customization that isn't rendering properly in the Knowledge in Context panel (like nested lists and table padding). 


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2 comments

Agree, this would be very helpful. 

 

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Agree too, this would be very helpful. 

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