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Alexander Popa's Avatar

Alexander Popa

Joined Apr 14, 2021

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Last activity Jan 23, 2025

Zendesk Engineering

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ACTIVITY OVERVIEW

Latest activity by Alexander Popa

Alexander Popa created an article,

ArticleHelp with settings and billing

Question

How do I change the password security level to Recommended?

Answer

Zendesk strongly suggests setting the Recommended password security level for both team members and end users to safeguard your account.

Note: You must be an administrator to change the password security level. When you change the security level to Recommended, all passwords, regardless of security level, are set to expire in 5 days. All end users and team members must change their passwords to comply with the new security level.

For more information, see these articles:

Edited Jan 08, 2024 · Alexander Popa

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Alexander Popa created an article,

ArticleHelp with help center

Question

Why doesn't my host-mapped subdomain appear in search results? How long does it take for Google to reindex my new host-mapped subdomain?

Answer

If you have just host mapped your help center, it might take up to a few weeks for Google to reindex the new URL. This means it can take some time until the search engine results page of Google displays the new URLs. For more information, see this article from Google's help center: Get your website on Google.

If you want to test if your new host mapped subdomain was reindexed by Google and how many pages were indexed at any given point, use this search operator in Googlesite:yournewsubdomain.yourdomain.extension.

Edited Jan 19, 2024 · Alexander Popa

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Alexander Popa created an article,

ArticleHelp with help center

Question

Why isn't the content from my Guide trial account indexed by Google?

Answer 

The content that you create in your Guide trial account is indexed by Google once your account is upgraded to a full version.

Once the account is upgraded to any pricing plan, the content will be indexed and displayed against the Google SERPs.

Edited Jan 19, 2024 · Alexander Popa

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Alexander Popa created an article,

ArticleHelp with help center

Question

I use Single Sign-On (SSO) from my website. How can I seamlessly authenticate end users from my website to the help center?

Answer

It's possible to set up your help center to use the same authentication method as your external site by setting up SSO. However, when the end user visits your help center in the same session as the one they signed in to your external site, they still need to use the sign-in option on the help center to be signed in there.

To remove this extra step, you can use different methods:

With a JSON Web Token

If you use a JSON Web Token (JWT) create a custom script with JWT authentication and automatically send login data from your website to Zendesk. The user is allowed to access Zendesk without entering separate sign-in credentials.

Zendesk Customer Support does not support scripts however, you can use this documentation:

Without a JSON Web Token

Otherwise, configure your help center so that it requires sign-in to access when visitors are signed into your external site in the same browser session. This way the help center carries across the external authentication automatically when they visit it.

If you don't want to require sign-in to access the entire help center, link to a section that requires sign-in, for example, an article that is restricted to signed-in users only. When the user is directed to that page, the authentication kicks in, signing them in automatically. This option doesn't work in an open help center if the user navigates directly to your home page.

Tip: In case they require it, end users can turn on two-factor authentication for the help center.
Disclaimer: This article is provided for instructional purposes only. Zendesk does not support or guarantee custom scripts and codes. Post any issues you have in the comments section or try searching for a solution online.

Edited Oct 14, 2024 · Alexander Popa

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Alexander Popa created an article,

ArticleHelp with settings and billing

Question

How do I set up Google SSO with SAML?

Answer

Make sure that the Help Center is activated and enabled, then review the following steps from Google's side have been done according to the following instructions:

  1. Please install the Zendesk SSO app. Then, please open the Zendesk app and set up the SSO option (make sure this is not set up in Google's security interface).
  2. If you need to decode the certificate and retrieve the certificate fingerprint, you could use the following online tool: https://certlogik.com/decoder/.
  3. Make sure that the Zendesk details are defined as the ones from the attached screenshot and that Zendesk is "ON for everyone".
  4. Please set the entity ID field with the https:// part of your subdomain name.

You can find more details in this short video on how to set up SAML SSO with Google.

Important: If you use a third-party SSO method to create and authenticate users in Zendesk, then switch to Zendesk authentication, these users will not have a password available for login. To gain access, ask these users to reset their passwords from the Zendesk sign-in page. 

For more information, see the article: Single sign-on (SSO) options in Zendesk.

Edited Aug 21, 2024 · Alexander Popa

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Alexander Popa created an article,

ArticleHelp with help center

Question

Do I need to add the https or http protocol when inserting links in articles?

Answer

Links are recommended to be inserted with the https or http protocol. Certain URLs, for example subdomain1.subdomain2.domain.com are saved as a relative path, if the protocol was not added.

Adding the https or http protocol prevents links from being as relative paths, or anchor links in the body of the article.

For more information, see the article: Help Center article editor toolbar reference

Edited Jun 18, 2024 · Alexander Popa

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Alexander Popa created an article,

ArticleHelp with help center

Question

Can I redirect users from my previous support website to Guide without affecting SEO?

Answer

To minimize the impact in SEO when you migrate to Guide, amend all the URL redirect directives against the hosting platform that is currently used for the website. This ensures that any of the old links that might be bookmarked, or linked in external websites are properly redirected to the new ones.

The redirect directives need to be amended on the old hosting side. Depending on the server type used for your previous help website, you can amend the .htaccess file and set a 301 redirect directives rule to the new help center. 

Alternatively, apply rules at a URL individual level or for any requests to be redirected to the new pages. Create the articles first against the help center to apply redirect rules at an individual level.

For more information about what you need when you move your content to a new platform, review this external guide.

Once the redirect process has been implemented, use the Google Webmaster's tool Fetch as Google feature to help the new pages get crawled and indexed. This ensures that the new pages will be prompted in Google's search engine results page faster. 

If you're looking for more documentation, check out the following:

Edited Nov 19, 2024 · Alexander Popa

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Alexander Popa created an article,

ArticleHelp with help center

Question

How do I exclude a help center page from being indexed by Google?

Answer

There are multiple ways that you can prevent a help center content from appearing in external search engine results such as Google.

Edited Dec 13, 2024 · Alexander Popa

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Alexander Popa created an article,

ArticleHelp with help center

Question

Why do I sometimes get incorrect SSL certificate details for my subdomain?

Answer

This issue is often caused by the incorrect SSL certificate being stored on your browser. The process to clear your browser's SSL state depends on your web browser and operating system. Here are instructions for common web browsers:

  • Mozilla Firefox
  • Google Chrome on Mac
  • Google Chrome and Microsoft Edge on PC cannot be cleared within the browser settings. Follow these steps within the operating system settings instead:
    1. Open the Start menu.
    2. Search for and open Internet Options.
    3. In the dialog box that appears, select the Content tab.
    4. Click Clear SSL State.

For more information on host-mapped domains, see the article: Generating an SSL certificate for host-mapped brands.

Edited Jan 03, 2023 · Alexander Popa

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Alexander Popa created an article,

ArticleHelp with settings and billing

Question

How do I set a temporary password for a user?

Answer 

As long as the account owner has enabled Allow admins to set passwords any admin on the account can reset a user's password. For instructions on resetting user passwords, see the article: Resetting user passwords

For more information on account security, please see the article: Setting the password security level.

Important: This feature is only recommended for use if the user can not reset the password themselves. For security purposes, Zendesk recommends turning this feature off after a password has been reset by the user.

Edited Jan 22, 2024 · Alexander Popa

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