Brock Mullins

Hey Luca!

One possible way is to roll up the sleeves and get into the CSS of the Theme. 

How to get to the code editor, you'll be looking for "style.css": https://support.zendesk.com/hc/en-us/articles/4408832558874-Editing-the-code-for-your-live-help-center-theme

Here's the link to some premade CSS recipes from ZD: https://support.zendesk.com/hc/en-us/articles/4408842914714-Help-center-CSS-cookbook

This is some code that I wrote that somewhat helps your ask:

/***** Custom *****/

.article-sidebar a {  
  font-weight: normal; /* Reset all links to normal */  
}

.article-sidebar a.current, /* For links with a class of 'current' */  
.article-sidebar a.active, /* For links with a class of 'active' */  
.article-sidebar a[aria-current="page"] /* For links with aria-current set to 'page' */ {  
  font-weight: bold; /* Make the active link bold */  
}

At the code level “.article-sidebar” is what we're trying to modify with CSS. You'll have to play around with active/current to only highlight the selected article I'm pretty sure. For the category/section organization, that'll be more HTML/CSS too. Best of luck!

Marcel,

I have a client who also uses AutoTask and Zendesk at the same time, but different use case. Basically they wanted ZD tickets to always create/write to AT tickets. I set up triggers on both platforms and used Power Automate for the things I couldn't get done manually. There's a lot of good API documentation on both platforms if you ever get the chance to experiment with Postman. 

https://www.autotask.net/help/DeveloperHelp/Content/APIs/REST/REST_API_Home.htm

https://developer.zendesk.com/api-reference/ticketing/tickets/tickets/

Best,

Brock

Hey Luca!

One possible way is to roll up the sleeves and get into the CSS of the Theme. 

How to get to the code editor, you'll be looking for "style.css": https://support.zendesk.com/hc/en-us/articles/4408832558874-Editing-the-code-for-your-live-help-center-theme

Here's the link to some premade CSS recipes from ZD: https://support.zendesk.com/hc/en-us/articles/4408842914714-Help-center-CSS-cookbook

This is some code that I wrote that somewhat helps your ask:

/***** Custom *****/

.article-sidebar a {
   font-weight: normal; /* Reset all links to normal */
}

.article-sidebar a.current, /* For links with a class of 'current' */
.article-sidebar a.active, /* For links with a class of 'active' */
.article-sidebar a[aria-current="page"] /* For links with aria-current set to 'page' */ {
   font-weight: bold; /* Make the active link bold */
}

At the code level “.article-sidebar” is what we're trying to modify with CSS and that's what is happening above. You'll have to play around with active/current to only highlight the selected article I'm pretty sure. For the category/section organization, that'll be more HTML/CSS too.  

These are the results I got when testing on the fly, hope this helps

Adding to what Brandon mentioned here

Nicolas, yes Knots.io has a great solution for this. You're also correct in your statement of ZD not having this be a native feature. Basically it's a fancy trigger that will read your specified inbound emails and match certain content of the email body into the appropriate custom fields. If they're already sold on using an email template, implementation is a breeze for this. That way we don't have to deal with the manual steps to fill the form as the agent or worry about human errors in a busy queue. This is all done with regular expressions if you're familiar with those too. Hope this helps! 🤠🚀

Best,

Brock

bill cicchetti,

I see Brandon has commented on this already and I also want to give my accolades to Amer and Qvasa as the leading marketplace app to wrangle your analytics. Qvasa's dashboards and CX alerting thresholds are similar to LogicMontior if you're familiar with that tool too. 

I'm trying to capture data when a signed-in Zendesk (ZD) user views a specific help center article within ZD Guide.

Here's an example:

So, a few hundred employees are onboarded to start working a cruise on “Boat A”. Everyone who is going to work on Boat A is required to read the Boat A Employee Handbook that covers important safety policies. This Boat A Employee Handbook is an article in Zendesk Guide. All employees that are onboarded will be signed into ZD when viewing this employee handbook. There will also be many other helpful employee articles in the Help Center too. 

Currently I have configured Google Analytics 4 (GA4) & Google Tag Manager (GTM) to capture events when anyone views “Boat A Employee Handbook”. I haven't yet been able to narrow down this value from anyone to specific ZD user ID. Basically it's for compliance; if a Boat A employee didn't read the Boat A Employee Handbook regarding safety and did something dangerous, the company would want to know if this specific employee on this specific boat read the handbook or not. 

Has anyone worked on a solution similar or want to talk about how it might be possible? I think this would be a cool subject to collaborate on!

Hey I'm currently developing something similar to this post with Google Analytics 4 (GA4) and Google Tag Manager (GTM). I'm trying to nail down the “signed in” user viewing history of a help center article. I know there's a user ID within Zendesk (ZD) and I'm wondering if when the ZD user visits the page GA4 can capture that ZD user ID or something uniquely identifying. 

I'll explain it at a higher level too:

So, a few hundred employees are onboarded to start working a cruise on “Boat A”. Everyone who has to work on Boat A is required to read the employee handbook that covers important safety policies. This employee handbook is an article in Zendesk Guide/Help Center. All employees that are onboarded will be signed into ZD when viewing this employee handbook. There will also be many other helpful employee articles in the Help Center too. 

Currently I have configured GA4 & GTM to capture events when anyone views “Boat A Employee Handbook”. I haven't yet been able to narrow down this value from “anyone” to “specific ZD user ID”. Basically it's for compliance; if Boat A employee didn't read the Boat A Employee Handbook regarding safety and did something dangerous, the company would want to know if this specific employee, on this specific boat read the handbook or not. 

Has anyone worked on a solution similar or want to talk about how it might be possible? There's so many other data points on an article that'd be useful on implementations as well, after harnessing the power of GA4 haha. I think this would be a cool subject to collaborate on! 

Hi all,

I'm trying to create this standard calculated attribute and am receiving the following error message:

I attempted to wrap it in ATTRIBUTE_FIX and ATTRIBUTE_ADD, still to no avail. I also spent a decent amount of time reading the "Writing Explore formulas" and "Understanding datasets"; along with many other troubleshooting steps. Does anyone have experience troubleshooting this type of calculated attribute?

Thanks for your help,

Brock