Community tips for your help center

A new HC tip from one of our CSMs:

• Hide or show HTML based on user's role or group - contributed by Aurash Pourmand 

Wes just released his second custom HC theme and a new tip. Yay, Wes!

• Help Center custom theme #2 - contributed by Wes

• Help Center Community: Lock questions down after an official answer has been selected - contributed by Wes

I've been looking around and haven't seen many documents regarding the search function in the Help Center. Is it possible to have approved/official comments show up when End Users use the search bar? Would love if comments would show up from articles and ideas/questions in the Community section. Not sure how it would work for the two separate instances.

@Jennifer - At this time you can't edit or customize the Search results.  Maybe this is something Zendesk can look at it and add to their Roadmap as it would be a nice feature to have.

Would love if that made it into the Suggestion Box @Wes. Thank you! 

A new tip from Evan on our support team!

• Restrict Google from indexing your Help Center - contributed by Evan Dalsted

Here's something we build last week:

• Display phone number on website based on Zendesk availability - http://pingboard.com/blog/display-phone-number-based-on-zendesk-availability/

Bill--super cool tip! Thanks for sharing your blog link.

If you  add it as a tip in our forums! I can give you a Zendesk mug or umbrella as a reward. :)

Thanks again for sharing!

Great discussion! 

New support tip from the man, the myth, the legend:

• Change your Help Center design using dynamic content - contributed by Arnaud de Theux

Hello, 

How do I make one of the category boxes on the home page link to the Submit a Request page? Attached example. You can view an example here: https://www.evernote.com/shard/s301/sh/8f038067-5f70-4de5-94fb-0bae7ecab166/8ff2b4f409e9b6f559dc71ed8190a39d/deep/0/Total%20Loyalty%20Help%20Desk.png

Thanks, 

Liam

From our PM Jason:

• Help Center user segmentation using Google Analytics custom variables -  contributed by Jason Maynard

Just added, today's support tip:

• Adding autocomplete to your Help Center search bar - contributed by Sandra Palm

Nice!

Another tip from support:

• Tips on using HTML to customize your knowledge base in Help Center - _contributed by Adam Lobb
  

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The support team now has 22 tips and the community has 26 (almost half of which are from Wes!). 

Support is quickly gaining on Community...just sayin. 

Hi, I'm trying to figure out how to change the search results to make them more compact. I like having the KB results on one side and community on the other, but I want to hide the part where it shows who posted it and when it was updated.  (Also, on the community side of the page, can we restrict the language that appears? I saw that there was a way to do this on the community home page.)

Also, just FYI, when I'm previewing as an end-user (since I'm still setting up our Help Center), I'm seeing agent-only articles in the search results, is this a known bug? I'm assuming it won't work that way for a real end-user?

@Larisa - The following code should do the trick.

JS Tab

Add this below the $(document).ready(function() {

if ($(".search-result-meta").length > 0) {
$('.search-result-meta').hide();
}

As always, Wes, super-helpful! Next up: how to get rid of the social share links entirely? I've deleted just about all the social share code I can find under CSS and JS, and the icons are gone, but now text links to Facebook, LinkedIn, etc. appear. :(

@Larisa - No need to remove CSS for this.  Select HTML - Articles Page - remove the {{share}} placeholder or you can comment it out like this <!-- {{share}} -->.

If that doesn't take care of it just let me know.

Two new tips from the community. 

• Workaround for missing Community page template in the custom theme editor for Help Center - contributed by John Tolle
• Adding a name field to your Help Center ticket form - contributed by Martijn Snels

(John is a first-time contributor! And Martijn has been part of the community for a while. Thanks guys!)

Two excellent new tips from Riley today:

• How to add a background image with JQuery without changing the Community pages- contributed by Riley Withers
• Hide/show Humble Squid's category boxes, along with "My Activities" and "Submit a Request" - contributed by Riley Withers

Good news everybody! Wes just posted his latest custom theme. Check it out!

• Help Center custom theme #3 (pre-launch theme) - contributed by Wes

Hey there,

It there a way to filter out Help Center content based on a brand? 

We have a customerdesk that supports about 10 different webshops where lots of content is overlapping, but there are also some major differences that we want to show based on which webshop the customer visits.

Can this be achieved by using different URLs or maybe some other way?

Thanks!

Hi Thomas!

Aside from simply creating a separate Category for each of your webshops in one Help Center, the only option for separating your Help Center content would be to use our Multibranding option.

Our current Multibranding functionality is far from perfect, although it does meet the needs of many customers. There are some changes on the horizon, though, so if it's an avenue you're interested in pursuing it might be worth waiting until more information becomes available before moving forward. It's also important to note that Multibranding is only available for Enterprise customers.

You can find more information about our current Multibranding solution here:  Setting up to manage multiple brand Zendesk accounts (Enterprise).

Please let me know if you have any other questions!

Hi,

How do we set a ticket form for an end-user using JS in Help Center based on the tag associated with the user. I was able to do this in Classic Web Portal.

Below is the code that i have tried. I am able to select the form, however it does not load. I have compared this with Classic web portal and in Help Center a data url has been added.

var external_form_id = "4639";
var internal_form_id = "4945";
var general_form_id = "3485";

function requestFormProductSupportModifications(formid) {
$("#request_issue_type_select").val(formid);
$("select#request_issue_type_select").change();
$("select#request_issue_type_select").attr("disabled","disabled");
$("label:contains('Please choose the ticket type')").hide();
$("select#request_issue_type_select").hide();
$("h1:contains('Submit a request')").after('The information collected on this screen will enable us to address your request faster. Appreciate your time in providing all the information.');
}

$(document).ready(function() {

// social share popups
$(".share a").click(function(e) {
e.preventDefault();
window.open(this.href, "", "height = 500, width = 500");
});
var cust_tags = HelpCenter.user.tags;
var formid ="";

if(location.pathname == "/hc/en-us/requests/new" || location.pathname == "/hc/en-us/requests") {

if(cust_tags = "kony_internal"){
formid=internal_form_id;
}
else {
formid=external_form_id;
}
requestFormProductSupportModifications(formid);
}

I am unable to load the form fields. I used the a similar code in Classic Web portal it worked.

Regards,

Renato.