How to handle Help Center Object no longer being supported | Community
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How to handle Help Center Object no longer being supported

  • April 13, 2021
  • 1 reply
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M

Based on our help center code (and confirmed by this post https://support.zendesk.com/hc/en-us/articles/115005081328-Can-I-remove-the-warning-message-in-Help-Center-source-code-) the HelpCenter object is no longer supported by Zendesk. After going through the Help Center Theme objects & helpers, there are some use cases that were possible with the old object, but no longer appear to be. As an example, hiding a ticket form based on a user's organization (as documented here https://support.zendesk.com/hc/en-us/articles/204579603) doesn't look to be possible as there is no way to reference the user object outside the profile page. Curious if I'm missing something or if someone has found a work around.

    1 reply

    D
    • Danila
    • April 14, 2021

    You didn't miss anything, and we asked similar questions to the Zendesk support team several times. The answer has always been like this: use the current configurations of Api, helpers, and objects.

    In particular for helpers: if they were removed from the latest version of the theme. Nothing can be done about it.

    The only solution we have found is to replace the removed helpers by rewriting the code and using API. Of course, it's long, expensive, and wildly annoying.

    When we asked to provide a code that could replace the remote helpers, the answer was that there is no such thing, and you can manage on your own with your development team or find someone who has good programming skills.

    Result: We have to accept that Zendesk is changing, and different things(some goods too) will be removed from it from time to time.

    As far as I understood, there were quite a few requests of this kind from Zendesk clients, and zendesk created an article to explain the reasons why they do this.

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