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Gorka Cardona-Lauridsen
Joined Apr 14, 2021
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Last activity Jan 29, 2025
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Latest activity by Gorka Cardona-Lauridsen
Gorka Cardona-Lauridsen commented,
This is a great feature request and I have added it to the backlog for future consideration. This means that we will think about adding it as a priority later in our planning cycle. We are going to leave this post open for comment to allow others to provide their feedback and use cases, however please note as is stated in our Community Guidelines that we can not commit to prioritizing any one piece of feedback we receive in the community.
Thank you again for your feedback and for being a valuable customer with Zendesk.
View comment · Posted Jan 28, 2025 · Gorka Cardona-Lauridsen
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Gorka Cardona-Lauridsen created a post,
How to add feedback?
There are two ways to leave your feedback in this user forum:
- Create a new post
- Comment on an existing post
Have a look at the existing posts in this forum, and see if you can benefit or contribute to the feedback that others are discussing. If no existing posts seem relevant, then feel free to create a new post.
Suggested guidelines for giving feedback
We value your feedback, no matter what it is. We encourage you to tell us what you like, dislike, and where you could see improvements. We'd like to see a healthy forum for discussion, but we can't do that without just a little bit of effort from everyone.
Here are a couple of pointers that will really help us understand your feedback and work with you to make the App Builder its best for you:
- When you see something you dislike or see something you'd like improved, write it down and think about it for a little while
- Try to be as clear as possible in your feedback; explain why you like/dislike something, and how it could be improved. If you can do screenshots easily, we'd love to see them
- Be patient when waiting for responses from Zendesk
- Don't use sarcasm, be rude to other customers or staff, and don't use strong language. We will moderate forum posts where we think reasonable
Ultimately, we want the feedback forums to be a place where any customer can come and give feedback. We look forward to hearing from you!
Sign up here!
We’ll activate the EAP on your account as soon as possible when we start rollout. Once you get confirmation that you've been enrolled in the EAP follow the steps outlined here to set up your service catalog.
Edited Jan 27, 2025 · Gorka Cardona-Lauridsen
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Gorka Cardona-Lauridsen created a post,
Sign up here!
We’ll activate the EAP on your account as soon as possible when we start rollout. Once you get confirmation that you've been enrolled in the EAP follow the steps outlined here to set up your service catalog.
Posted Jan 27, 2025 · Gorka Cardona-Lauridsen
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Gorka Cardona-Lauridsen created a post,
For all the details see:
- Announcing Service catalog EAP
- Using the service catalog to help employees make and view service requests (EAP)
Sign up here!
We’ll activate the EAP on your account as soon as possible when we start rollout. Once you get confirmation that you've been enrolled in the EAP follow the steps outlined here to set up your service catalog.
Edited Jan 27, 2025 · Gorka Cardona-Lauridsen
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Gorka Cardona-Lauridsen commented,
At this time we are going to close this post for comment and mark it as “Not Planned”. If you are interested in learning more about this and other features being built please make sure to check out our Community events and Zendesk Updates. Thank you again for your feedback and we appreciate you being a valuable Zendesk Community member.
View comment · Posted Jan 10, 2025 · Gorka Cardona-Lauridsen
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Gorka Cardona-Lauridsen created an article,
Announced on | Enrollment starts | EAP rollout begins |
January 27, 2025 | January 27, 2025 | February 3, 2025 |
We’re excited to announce the launch of the service catalog Early Access Program (EAP). This new feature allows employees to easily make and manage service requests directly within the help center while ensuring quick resolution with minimal back and forth.
This announcement contains the following topics:
- What’s changing?
- Why is Zendesk making this change?
- What do I need to do?
- Future plan availability
- EAP participant requirements
- Limitations
What’s changing?
The service catalog is a ticket channel built for employee service that lets employees easily find and request employee services and assets from internal departments via the help center.
When an employee requests a service or asset from the service catalog, a ticket is automatically created and linked to that item. Internal support specialists can manage and resolve requests through their unified workspace, and employees can manage their requests through the request management interface in the help center.
Why is Zendesk making this change?
The process of creating and maintaining forms and conditions for hundreds of employee services and assets can be complex and inefficient. Employees often struggle to find available services and provide the necessary information as they make their requests. This can lead to unnecessary back-and-forth communication with internal support specialists, which wastes time and frustrates employees and specialists.
With the service catalog, customers can easily create a single, manageable destination for employees to engage with internal services. The service catalog ensures that employees can easily find and request services, while specialists receive all relevant information about the request upfront. This reduces the time spent on ticket resolution and improves overall service efficiency and employee satisfaction.
What do I need to do?
First, sign up here. We’ll activate the EAP on your account as soon as possible when we start rollout. Once you get confirmation that you've been enrolled in the EAP follow the steps outlined here to set up your service catalog.
Second, 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.
Future plan availability
The service catalog EAP is available for users on Zendesk Suite plans Growth or higher. However, when the service catalog moves out of EAP, it will be available only for customers on Employee Service (ES) Suite plans. This means that while you can try out this feature on your Zendesk Suite instance, to continue using the service catalog after the EAP ends (expected to be June 30, 2025, plus a 3-month grace period), you will have to switch your instance to a Zendesk Employee Service Plan or purchase a new Zendesk Employee Service instance. Reach out to our support or your CSE or Account executive for help.
EAP participant requirements
- Zendesk suite Growth or higher or Zendesk ES Suite Growth or higher plan (Service catalog will be made available for all ES plans ASAP)
- Enabled Guide/Help center or be able to to enable Guide/Help center
- Enabled Agent workspace (use Agent workspace and not legacy Support)
- Enabled or be able to enable custom objects v2 (not legacy custom objects)
- Not have depleted your custom objects limits as per the plan dependent limits
- Not have created a custom object with the key service_catalog_item
Limitations
Because this is an EAP, there are some limitations to be aware of. However, this is not necessarily an exhaustive list.
- You can only have one service catalog in one of your help centers.
- For each service catalog item with input fields, a new ticket form is automatically created while service catalog items with no ticket fields share the same ticket form. This means that the number of service catalog items you can create is currently limited by the number of ticket forms your account still has available within the product limits. We are working to remove this limitation.
- Form based ticket statuses are not yet supported - will default to default ticket statuses.
- Conditional fields are not supported.
- You will not be able to share a ticket to other accounts.
- If you have multiple help centers, you must enable the service catalog on the brand/help center where you want it to appear.
Edited Jan 27, 2025 · Gorka Cardona-Lauridsen
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Gorka Cardona-Lauridsen commented,
Thanks for the clarification.
If you are on a payment plan that allows theme code editing you can put the comment box where you wan't it.
You should identify this part of the code in your article_page.hbs and community_post.hbs theme template files:
{{#form 'comment' class='comment-form hbs-form'}}
{{user_avatar class='user-avatar'}}
{{wysiwyg 'body'}}
{{input type='submit' class="button button-large"}}
{{/form}}
and move it to where you want it. In the Copenhagen theme it would be above the code that starts with:
![](/hc/user_images/01JD4C08WPJ3RPMSQ8PJR27H42.png)
![](/hc/user_images/01JD4C29STZ158JTGNE94N7ZN2.png)
View comment · Posted Nov 20, 2024 · Gorka Cardona-Lauridsen
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Gorka Cardona-Lauridsen commented,
Hi all, I want to make sure I understand what “Add to conversation” functionality is meant here. Could anyone please post a screenshot of the UI that you would want to be more conveniently located?
View comment · Posted Oct 25, 2024 · Gorka Cardona-Lauridsen
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Gorka Cardona-Lauridsen commented,
Hi all, apologies for not providing an update sooner.
We have finally been able to start rolling out templating APi v4 and the accompanying update to the Copenhagen theme, which is a major milestone towards providing dropdown search out-of-the-box.
To be completely transparent we have many competing priorities, but I'm trying to get drop-down search prioritised ASAP and it is very much top of mind.
I'm sorry I can't give you a more precise answer, but I thought this sparse info is better than no info.
Thank you for you patience!
View comment · Posted Sep 16, 2024 · Gorka Cardona-Lauridsen
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Gorka Cardona-Lauridsen created an article,
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.
Edited Sep 26, 2024 · Gorka Cardona-Lauridsen
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