Robyn Casanova

Can someone chime in here for those of us who are using Templating API v2?

Desired Outcome: Only signed-in users with the tag ‘ticket-access’ (inherited from their organization) can see the “Submit a Request” button. Ideally, we'd like this to be a true button, not just a link, i.e., the same button that is part of the out-of-the-box themes.

I have the following in my templates:

(1) home_page.hbs

------------------------

(2) script.js

if (HelpCenter.user.tags.includes("ticket-access")){

document.querySelector('.ticket-access').style.display = "revert";

}

------------------------

(3) style.css

div.ticket-access {

display: none;

}

.submit-a-request {

display: none !important;

}

I need help figuring out if something is possible for Ticket Submissions. 

Scenario:

We have a large client base, and each organization may have up to 30 employees. They all need access to our knowledgebase. However, only specific end users at the organization should have access to submit tickets. The number of people is too large to manage manually via the allowed list. We have considered sharing the ticketing form links. However, this will not keep users from forwarding the links to people who should not submit tickets.

Does anyone have suggestions on how to handle this?

Agreed. I don't understand the purpose of following an article, if not to receive notifications on updates.

+1

My company uses Guide as a standalone product, meaning we currently do not utilize Support, Chat, etc.  This means that our users self-serve resolutions through our KB documentation within Guide.

So, my question is this:
- How do I obtain and report on metrics having to do with how our users are reaching their solutions?

Example:
John arrives at ABC knowledge base. He types "elephant" into the KB search box, with hopes of finding all articles about elephants in the KB. The search results displays two articles. The first article is titled "What is an elephant?" the second "What are the largest land mammals on earth?".  He then clicks the first article, because "elephant" is in the title, not realizing the same word appears within the body of the second article.

Desired Reportable Metrics:
- What are the most common words used for searches within ABC knowledge base?
- What article is most viewed after a specific keyword search?
- How many "failed" searches occur? This would be based on a keyword search that does not result in any possible matches.

I fear that the Explore product won't allow me to obtain these metrics. 
Thank you for any guidance the Community can offer.

My company is new to the Zendesk suite and while we appreciate the availability of Community as a service, it lacks modern features, i.e., nesting of topics, this would make the product that much better.

Topic > Sub-Topic > Post & Topic > Sub-Topic > Sub-Topic > Post  are common themes among many, if not all, Forum platforms. 

Please, Zendesk make this available soon!

Agreed and upvoted.

My initial request/post:

My company would like to customize the emails sent from Zendesk for "posting of a new article in a section".

SCENARIO: KB User subscribes to (follows) Section "FAQ" in the Knowledge Base. My organization posts a new Article to FAQ. Zendesk sends an email notification to KB User. This notification lets KB User know that a new Article is posted to FAQ.

Example: https://www.screencast.com/t/wkbyveEcG