Zendesk Highlights: Certification exam, automations and required fields, submit requests preview, restoring Zendesk Guide/KB
We’re sharing highlights from our #u-zendesk channel in our Slack community, we hope this will be useful for people.
Let’s get into this week’s highlights.
Hello! Has anyone taken the certification exam for Zendesk? I'm considering becoming certified in Guide but I really cannot justify spending $800 (or $300+ for cert prep) on a training course after completing the on-demand videos. Any tips on studying?
I did my Admin certification when they first offered it (it has since lapsed). My company paid for the training course, but I found it more helpful to just use the product.My prep involved going through the list of sample questions and areas the test would cover, then using the public forums to write out answers for each section. I used a "free trial" to create a sandbox account for the month I was preparing so I could use enterprise features that my company didn't use at the time.Overall, it worked pretty good.
– Matt Dale, VP of Customer Support @ Illuminate Education
Company paid for my cert, but I used it for several years as an admin and team manager before getting certified. I relied on the free training courses and guides to prep before the test.
– Nick Smith, Support Systems Administrator @ Mailchimp
Certifications only require like, 60% correct to pass also, so I question the value of them opposed to just going through free materials and using the products, like others have said
– Roxanne Gordon, CS/CX @ Desktop Metal
Is it true that automations can solve/close tickets even when required fields are left blank?
Not a bug, it's as-intended: https://support.zendesk.com/hc/en-us/articles/360000937788-Why-are-mandatory-fields-left-blank-when-a-ticket-is-solved-
– Dave Dyson, Sr. Customer Service Evangelist @ Zendesk
Does the Help Center need to be activated before you can see the option to submit requests via them?
How are you looking at your Help Center - if you're logged out, and you have Support>Settings>Customers>"Anybody can submit tickets" disabled, I think Submit a Request wouldn't appear. Or, if you're logged in as admin/agent, and you haven't turned on the ability for agents/admins to submit tickets via the help center, it wouldn't show either (in this case, if you look at the help center as an end-user, you should see the Submit a Request link): https://support.zendesk.com/hc/en-us/articles/360055305374-Announcing-Agents-managing-requests-via-Customer-Portal
– Dave Dyson, Sr. Customer Service Evangelist @ Zendesk
When viewing the theme, set the Preview Role to End user or Anonymous. Depending on the theme, that may be the issue.
– Hosam Hassan, Zendesk Certified Support Admin | Support Ops @ Abstract | Founder @ SupportOps
Does anyone have recommendations for an application or utility for copying, backing up, and restoring Zendesk Guide/KB?
Are you looking for version control for your theme? From what I understand, there are only two options:
Make a copy or download each version of your theme before you make changes Use the GitHub integration I haven’t used the GH integration yet personally, but plan to in the near future. But that doesn’t cover the content, which I realize might be what you’re actually asking. If all you’re doing is cloning the theme, you can download the theme from one instance and install in another pretty easily in the guide UI.But in terms of copying content…I think that’s going to be an API thing.
– Daniel, from Scribd