How can I improve the look of my articles in a Premium Plus Theme?

You can format articles with the Zendesk default WYSIWYG editor. However there are options to make your articles stand out even more. With Premium Plus themes you can add visual improvements to your articles by using our formatting tools. 

How do I use the formatting tools?

1. Create the code you want to use via the formatting tools

Copy the code (from the formatting tool) into the source code of the article. Make sure that the text and\or titles are put in the right place. 

How can I manage colours of the formatting tools?

All colors are taken from the theme settings of "Light mode colours". Each formatting tool will give different options but they will all use the colours as defined in the "light mode colours" .

If you want to understand the impact of the usage of the Premium Plus formatting tools check this article.

Note:

The Formatting tools by Premium Plus can only be added manually via the source code of the article. If you're looking for automated solutions, please Contact us.

The email template builder is an app you can install via the marketplace.

it will allow you to create and store multiple email templates (all mobile responsive).

Once you purchased and added the app to your zendesk instance, you can create your first template(s)

1. Start from scratch or choose one of the many available themes
2. For each theme, you can edit
   1. Logo
      1. Upload a logo, or paste the URL of a logo from your website (ideal image size)
   2. Header Image
      1. Some themes support a banner on top of the template.
      2. Upload an image, or paste the URL of an image from your website (ideal image size)
   3. Links
      1. Some themes support one or two links in the header.
      2. You can show/hide those links and change the title and underlying link
      3. By default, we prefill one of them with a link to your Help Center if you have one.
   4. Colours
      1. Most themes have a primary and secondary colour
         1. These are used for titles, icons, call-to-action text
         2. We prefill the primary colour with the brand colour of your instance.
      2. Most themes have a primary and secondary background colour
         1. These are used for the background of the template and sometimes for the background of the call to action section
   5. Call to Action
      1. Some themes have a Call to Action at the bottom of the theme
      2. It offers the option to add a title, description, action button
      3. The action button can link to an external mailbox
   6. Footer
      1. The footer contains a copyright message (c) Company Name
      2. The company name is taken from your Zendesk account settings
      3. The footer also has a {{footer}} placeholder. If you enabled Social Links in the email footer these will be shown here.
3. Once you're happy with your setup you can save the template by clicking the save button top left. You can give the template a specific name via the pen tool on top of the preview
4. Click the code toggle on top of the preview to see the source code, or click the copy button right next to it to copy your code
5. Go to the Zendesk Admin Panel >> Channels >> Email and paste your email code.

The Email Template Builder allows you to create one or more templates to use in Zendesk.

Each template consists out of a given theme (e.g. Crawl), customization options and colors.

You can store up to 10 templates in your instance which you can edit, use or duplicate.

Creating a template

1. Start by customizing a new theme by changing colors, text and images
2. Change the theme's name via the pencil icon on top of the preview
3. Once your happy with the template press Save Template top left
4. Your template is now saved

Whenever you now open the Email Template Builder you have the option to edit an existing template, or create a brand new one.

Use cases

1. You create a default template for your Zendesk environment.
2. You copy the code and paste it in Admin Center >> Channels >> Email
3. You save the Template as "Default Template"

During the Holiday Period your marketing theme provided you with a new banner images featuring Santa Claus and Reindeers.

1. You can open Email Template Builder and select that Default Template
2. You have the option to edit the existing one or to duplicate the template into a new Template
3. If you duplicate the theme (icon next to the save button) you get a new template called "Default Theme 2" which you can rename to e.g. Christmas Template
4. You can then upload the banner image, change colors to more festive colors and save the template
5. Copy the code and paste it in Admin Panel >> Channels >> Email

Once the holidays are over, you can go to Email Template Builder, select the "Default Template" and copy/paste its code to get back to the regular template.

Deleting Templates

You can store up to 10 templates in the Email Template Builder.

Whenever you don't need a specific template anymore you can use the trashcan icon to delete it.

This will only delete the backup and will NOT affect your live template in Zendesk itself, or its embedded images.

Privacy

Templates are stored outside of Zendesk in Cloudflare KV.

We only store a templates Name, Theme, Settings, Image URLs and Colors and a reference to your environment.

Premium Plus can see all stored settings files.

Saving a template does not include any internal data of your company, user info, conversations or tickets. It's limited to the afore mentioned items.

We reserve the right to delete KVs at any time and are not responsible for any loss of data due to changes in the backend.

We advice you to always save a copy of the source code of your themes outside of Zendesk too.

What is the Event Manager PRO about?

Get a single view of the customer

The app will give your agents a single view of everything you know about a customer. It can show events like order history, repairs, bookings or other critical events in the same timeline as your conversations and tickets.

You can use the Events API to store and access user event data generated in one or more systems or applications used by your organization. For example, you can track user events that occur in your company's business-to-consumer (B2C) application as well as in a third-party app your company uses for customer billing.

More Personalized support

No more wasting time checking for customers' tickets to find key information. Events like order history, repairs, bookings or other critical events can be found directly under the user's profile. Now you can have them all at a glance. But it doesn't stop there - our Events API allows you to store and access user event data generated in different systems or applications. Now, you can track user events that occur in your company's business-to-consumer (B2C) application as well as in a third-party app your company uses for customer billing.

The Event Manager Pro helps you to build customer relationships by

• giving more context to your agent when dealing with a customer
• allowing a follow-up when certain events occur
• providing a more personalised experience throughout

1. What are User Events and why use them?

Zendesk describes the events as follows :

To put it simply, if you want to understand the customers' journey, you don't want to open all tickets and read through them. By displaying key moments in their journey, any agent can easily understand the client's history and the actions that have been taken to assist him/her.

This information needs to be linked to the client's profile, not just to a ticket.

Which fields can be used to document client-specific info?

There are 3 possible fields to display client information

1. User fields > if you want things to happen in the background > like triggers, add a user to a segment (in Zendesk Guide),...
2. User Notes > if you want the info to be directly visible for each and every ticket (like aggressive user or allergic to peanuts)
3. User Events > if you want to rapidly track the client's journey (like: has the client received an upgrade or a reimbursement, did the client raise a complaint,... The events are displayed in a chronological manner

Why use User Events in Zendesk?

The advantage of using Events is that you can show key moments in the clients' journey in a chronological manner.  And Events can be added under the user's profile even if there is no ticket.

The Events Manager Pro App allows an admin to predefine specific Event Types which in return should be used by agents to document the clients' journey. 

As such an agent can quickly check if the client has

• received reimbursement or compensation
• subscribed to a meeting or newsletter
• upgraded his or her membership 

By understanding the customer, the agent will be able to react faster and in a more personalised manner. 

2. Requirements and Limitations

You can install the Event Manager Pro via the marketplace in Zendesk. Click to install the application. The app can be used by all Zendesk Suite users. You will get a full experience without limitations during the trial period.

Requirements

• Have Zendesk Suite
• Enable User Profiles and User Events

Limitations

Operational limitations

• Only Admins can create Event types
• Full agents can add an Event to a user
• Light Agents can not add an event to a user. This is a restriction set by Zendesk that can't be altered. 
• It is not possible to modify or delete events from a user profile. 

Reporting Limitations

Zendesk currently does not have any integration or synchronisation between Custom Data Events and Zendesk Explore. The only way to gather information on a customer's timeline is by looking at their profile. because of Zendesk restrictions, reporting on Events is not possible.

Note:

The Event Manager Pro application uses the native Zendesk User Profiles and User Events.

3. Privacy Policy 4. Enabling Zendesk