Knowledge

In handlebars, the required helper takes an id of a form field. Where is this configured? On my new_community_post_page.hbs, I have<div class="form-field {{#required 'details'}} required {{/required}}">and the helper evaluates to false. I would like it to be true. How do I tell Zendesk that the ‘details’ field is required?

Hi all,I would like to request greater control over the Welcome Email that is automatically sent when the Help Center is enabled.Current situationWhen: The Help Center is active, and “Anybody can submit requests” is enabled Zendesk automatically sends a welcome email to new end users who submit a request.This email: Cannot be fully disabled Has a fixed subject line Contains system-controlled text that cannot be edited Is always triggered when the Help Center is active The problemIn our case, we use the Help Center strictly as a public knowledge base.We do not want: Customers to create Help Center accounts Customers to track tickets via the portal Customers to receive any account-related emails We only want customers to: Read articles

When opening Help Center articles on a mobile device, the video walkthrough appears partially displayed—only about half of the video is visible on screen. Users can manually scroll horizontally to view the rest of the video. This creates a less optimal user experience since the video does not automatically adjust to fit the full screen width of the device. It is currently unclear whether this issue is limited to Android devices or also affects iPhone devices. Questions / Request for Assistance: Is it possible to implement responsive video scaling so that video walkthroughs automatically adjust to the device’s screen size (both Android and iPhone)? Can a full-screen viewing option be included to improve usability and accessibility?

We’ve encountered a challenge when managing prompts/labels across a large group of contributors.When driving adoption of a designated and standardized list, governance becomes critical. Currently, not being able to remove previously used prompts/labels creates ongoing confusion for users and makes it significantly harder to maintain consistency.Over time, this results in: Cluttered and outdated label lists Inconsistent usage across teams Increased administrative overhead for editors and publishers Reduced confidence in the system’s structure For teams managing knowledge at scale, the ability to clean up, retire, or remove previously used prompts/labels is essential for long-term governance and quality control.Suggested enhancement:Provide administrators with the ability to: Remove or retire previously used prompts/labels Archive labels so they are no longer selectable m

I'm hitting trying to upload an image to existing posts. There was a previous bug here. I tried uploading the same image on a new post and it worked. Please advise! 

Hey folks! I'm interested in Federated Search for our help center, but it's unlikely we'll get eng resourcing to build an API connection. I'm wondering if folks have found any unique workaround using a third-party tool to connect Zendesk to a Notion database of resources you want to show up in the Help Center?Thanks in advance! -blair

Hello, it is not posible to upload an image to existing posts. I got always an error message even if the file size and type is correct.

Has anyone experienced an issue with removing the placement of articles and the URL indexed in Google not matching the article URL in Zendesk Guide? What recently happened is:  An article was placed in multiple categories and sections  We removed the additional placements for only one placement  When searching for the article, the link in Google search resulted in an error message when clicked  We reviewed the two URLs and the article IDs are not the same, thus the reason for the error message. Is this an issue caused by removing placements of the article or is there something else that resulted in the URL article ID not being aligned? 

Hi, I believe this is a no, but I'm not seeing it specifically in resources. Is there an option to configure the Knowledge app to create articles in a specific brand other then the brand that the ticket is located?  I know we can set the default search filters, but what about the create option at the Knowledge app level. I'd like to avoid making it more challenging for our support engineerings by having them select the brand and then locate the section and keep it at they only need to select the section. 

We noticed that when a number of agents try to find archived articles in Zendesk Guide admin, they cannot access the archive.  We recently created a dashboard with one of the tabs being a report to allow us to search thru the archive.  These same agents can get the results of the search and see the archived articles. 1) Why was this implemented so differently in Guide Admin vs Explore? 2) Isn't that considered a permissions issue as we were told only Guide Admins can see the archive?

What are the most effective ways to customize Zendesk workflows and automations to improve overall customer support efficiency? I’m interested in tips on setting up triggers, macros, ticket routing, SLA management, and any integrations that have helped streamline processes. If anyone has examples or best practices from real-world implementations, I’d love to hear about them.

Hi! Please add the ability to utilize an a. b. c. list and not just bullets or numbers.  Also, would be HUGE if you all added image annotation ability within the platform. Many other platforms house these abilities, and its wild to me that your KB article editor does not.

In the new editor, we've recently discovered lists are now getting the tag data-list-item-id for example <li data-list-item-id="e2ff5718d5e4b95bd4953d3d5ba603e6a"> If we clear the data-list-item and then save, it will be regenerated. Why is this being added? It is cluttering up the HTML view. 

Many of the articles in my Knowledge base contains embedded videos, stemming from the VIMEO platform.Recently we decided to deprecate the VIMEO platform and base all our videos out of Youtube instead.Is there any easy way I can identify all articles containing VIMEO links? I don't want to go through all articles one by one.BR / Ole

Hi all …  I commented in an old thread on this but I'm not sure it'll prompt any responses (apologies if it does and this is redundant).  When publishing to Zendesk from Madcap Flare, on article pages, there's a weird issue that occurs where the H1 of the article is duplicated, once in the article header, and once in the article itself. As you might imagine, it looks kind of ridiculous.  I'd like to keep the one in the header, but omit the one in the article itself. I'd prefer to accomplish this in the CSS rather than trying to use Madcap's conditions capability. Can anyone assist me with this? 

I'm trying to hide and prepopulate Subject and Description of custom request form. My template is Copenhagen v4. Suggestions found on Zendesk support site don't work. My understanding is that v4 is based on React framework and so input fields do not have hardcoded CSS and are hardly to be addressed by jQuery. I managed to create a workaround by JS function searching for DIV enclosure of specific input field by label of this field. Unfortunately, it doesn't work when JS is put into script.js (not recommended anyways), or anywhere else, like assets, header template, etc. My suspicion is that JS can't access specific DOM object because it doesn't exist at the moment of running this script. Script is running probably before React is done with rendering. So, my question is, did anybody faced the same issue (v4 is fairly new) or is able to suggest how to wait for renderer to finish and run JS afterwards? E.g., how to use React hooks (useEffect, useRef) in Copenhagen v4

We've had zendesk for awhile but have never used the community feature. I am experimenting with it, but I cannot figure out how we are notified if someone posts a new question. Presumably we would not have to just check it every day, so where do those posts go? Thanks

I find the experience a little confusing as when you search the main categories don't appear in results and we're experiencing issues where are users are selecting the wrong sections. I understand that we likely have some refinements to make in our taxonomy to improve this, but in the meantime, I'd like to understand if: We have the flexibility in changing the search experience to include top level categories. Do we?  It is possible for us to revise the instructions on the “Section” search and selection view to advise users to select the appropriate product category for sections or, optionally, search sections (excludes categories). Is it possible? 

Hi everyone, I run into strange difficulties with the new editor. It creates single links for each <br> inside a hyperlink. For example, this line:  <p> <a href="https://www.example.com">This<br>is<br>a<br>hyperlink.</a></p> …will be converted to:  <p> <a href="https://www.example.com">This</a><br> <a href="https://www.example.com">is</a><br> <a href="https://www.example.com">a</a><br> <a href="

I have recently begun looking at the Service Catalog, which seems to be a good fit for our company. I really miss to be able to add text from the requester of the service into the ticket body. Today it's only possible to add custom fields.When my users request a service, they would need a field to describe the issue more in detail, which should be a part of the conversation with them on their service case. Will you please consider to add the standard system description field to be available as an option so that it will display in the ticket body as a comment. 

Hey everyone,I run a small construction estimating business, mostly through my site lewisestimating.com, and I’m trying to figure out the best way to use Zendesk to handle client requests. Right now, people just reach out through my site, and it’s getting a bit messy to keep track of everything.I’m mainly trying to: Let clients send project details easily Keep track of all requests Maybe automate replies for the common questions Has anyone done something like this for a service business? Any tips or tricks would be amazing!

Hallo zusammen!Wir haben größere Probleme unsere existierende Anwenderdokumentation in Zendesk Guide zu importieren. Unser Problem besteht darin, dass es sehr viele Seiten mit sehr vielen Screenshots sind.Zendesk verbietet, soweit ich weiß, den Upload von Bildern per Copy & Paste. Es handelt sich um Screenshots, die auf den ersten Blick alle mehr oder weniger gleich aussehen. Ich halte es für ausgeschlossen die einzeln manuell an der richtigen Stelle einzufügen.Hat jemand einen Tip für uns? 

https://ngletest01.zendesk.com/hc/ko/requests/new This is Help center in practice.The attached file has a text color of #32CEC7.How can I change the color of text since I set this and that?

I'd like to use one article in more than one group of articles - for example, several different products use the same setting and I don't want to have the same content multiple times (and updating it multiple times when needed). But at the same time, I would like to display all articles for one product on one page. An article cannot have more than one section/category and I didn't find a way to tweak Related articles, so it seems the Labels are the only way. My goal is to: 1. add 'Product1', 'Product2' labels to the "Settings" Article 2. add label 'Product1' to "Product1 into" article and label 'Product2' to "Product2 intro" article (etc) 3. When a user opens "Product1 into" there will be a list of all articles (clickable titles) with label 'Product1' (and vice versa for "Product2 intro") 4. If a user opens the "Settings" Article, there will be two lists for each label. I tried Curlybars but I didn't get very far.  

Hello, I want to share my article on Social network, for example: Linkedin. However, it does not show the Featured picture of the article on the post. Can someone help me to solve this? For example: https://support.daviteq.com/hc/en-us/articles/4408114537241--RTD-How-accurate-is-a-RTD-Pt100-sensor- Thank you! Loc