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Washington

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  • Welcome
    • Announcements
      • Welcome to your Help Center!

        You're looking at your new Help Center. We populated it with placeholder content to help you get started. Feel free to edit or delete this content.

        The Help Center is designed to provide a complete self-service support option for your customers. The Help Center contains: a knowledge base and, on Guide Professional and Enterprise, a Customer Portal for support requests. You can also add a community to your Help Center if you have Zendesk Gather.

        Your customers can search for knowledge base articles to learn a task or search the community, if available, to ask fellow users questions. If your customers can't find an answer, they can submit a support request.

        For more information, see Help Center guide for end users.

        Each user has a Help Center profile (Guide Professional and Enterprise), so your Help Center users can get to know one another better. Profiles contain relevant information about the user, along with their activities and contributions.

    • Payment
      • Making Payment

        We accept all global debit, credit cards and PayPal payments:

        1. Debit and credit cards
        2. PayPal Personal and Premier
        3. PayPal Corporate

        Payment is processed securely through our payment gateways: Stripe and Paypal. 

        • They don't share your financial information with SolafidThemes
        • They send you a confirmation email when you make a payment

        If you experience problems with the payment, please inform us. 

         

      • Refund Policy

        Please read this information carefully before you decide to buy Zendesk theme from us.

        Our themes are considered intangible irrevocable goods. Once you complete check-out process, you will receive a unique link to download the theme. This usually comes in a format of a zip file. Source codes are included in this package. This said, we are unable to offer refunds once the order is completed.

        However, there are couple conditions where refunds will be made:

        1. Major defect: all of our themes have been thoroughly tested but there is still chance where error occurs. When this happens, please contact our Support team. They will try to rectify the error within 5 business days. If the defect is not fixable in that time period, we will give full refund to the customer without any compensations or reimbursements. Please note temporary access to your Help Center can be requested by our support team to identify and fix the possible defects. Failure to provide access to your Help Center will cause in your inability to apply for a refund.
        2. Product is not as described: if the theme is behaving or looking different than what's described, please reach out to our Support team. Please provide clear evidence proving that the purchased product is not as it is described on the website. Claims which are based merely on the customer’s false expectations or wishes are not honored.

        Refund request should be made within seven days since the purchase date.

      • I purchased the wrong template

        "I purchased the wrong template. Can I please get a refund?"

        Due to the nature of our products where source codes are included, we are not unable to provide refund in this situation. To help prevent this problem, we include preview picture of the template on the check-out page.

  • Apps & Themes
    • Customization Guide
      • Customization Service

        Our Customization Service takes one step further than just branding your Zendesk Help Center. This customization service is what you need if:

        • You would like to change the layout of your Zendesk Help Center
        • You would like to change the header and footer to make it exactly like your main website

        How much does it cost?

        It really depends on what you need, but this starts from $75. This fee is paid in full before we start the work.

        How long will this take?

        Again, this really depends on the complexity of your requirements. On average, 7 business days are enough time to change your header & footer, as well as customizing the home page, and few other areas or features of the Help Center

        How are the changes deployed?

        We will be working in your sandbox environment (if you have one), or one of our development instance. Once you approve the change, we'll help you deploy the changes to the production environment.

      • Washington Theme - Formatting Components

        Tabs

        Takes the basic nav and adds the .tabs-nav class to generate a tabbed interface. Use them to create tabbable regions.

        Display Unsafe Content

        Display Unsafe Content needs to enabled for this format to show up. See this Zendesk article for detail.

         

        Example Tab

        This is some placeholder content for Test1 tab's associated content. Clicking another tab will toggle the visibility of this one for the next.
        This is some placeholder content for Test2 tab's associated content. Clicking another tab will toggle the visibility of this one for the next.
        This is some placeholder content for Test3 tab's associated content. Clicking another tab will toggle the visibility of this one for the next.

         

        <div class="tabs">
        <div class="tabs-nav">
        <a class="tabs-link" data-target="#test1" data-toggle="tab">Test1</a>
        <a class="tabs-link" data-target="#test2" data-toggle="tab">Test2</a>
        <a class="tabs-link" data-target="#test3" data-toggle="tab">Test3</a>
        </div>
        <div class="tabs-content">
        <div id="test1">...</div>
        <div id="test2">...</div>
        <div id="test3">...</div>
        </div>
        </div>

         

        Tab with active tabs color

        This is some placeholder content the Test1 tab's associated content. This tabs is now active and showing white colored tabs.
        This is some placeholder content the Test2 tab's associated content. This tabs is now active and showing white colored tabs.
        This is some placeholder content the Test3 tab's associated content. This tabs is now active and showing white colored tabs.

         

        <div class="tabs colored-1">
        <div class="tabs-nav">
        <a class="tabs-link" data-target="#test1" data-toggle="tab">Test1</a>
        <a class="tabs-link" data-target="#test2" data-toggle="tab">Test2</a>
        <a class="tabs-link" data-target="#test3" data-toggle="tab">Test3</a>
        </div>
        <div class="tabs-content">
        <div id="test1">...</div>
        <div id="test2">...</div>
        <div id="test3">...</div>
        </div>
        </div>

         

        Tab with active tabs color and background color

        This is some placeholder content the Test1 tab's associated content. This tabs is now active and showing active background color tabs.
        This is some placeholder content the Test2 tab's associated content. This tabs is now active and showing active background color tabs.
        This is some placeholder content the Test3 tab's associated content. This tabs is now active and showing active background color tabs.

         

        <div class="tabs colored-2">
        <div class="tabs-nav">
        <a class="tabs-link" data-target="#test1" data-toggle="tab">Test1</a>
        <a class="tabs-link" data-target="#test2" data-toggle="tab">Test2</a>
        <a class="tabs-link" data-target="#test3" data-toggle="tab">Test3</a>
        </div>
        <div class="tabs-content">
        <div id="test1">...</div>
        <div id="test2">...</div>
        <div id="test3">...</div>
        </div>
        </div>

         

        Callout

        Provide contextual feedback messages for typical user actions with the handful of available and flexible messages.

         

        This is default callout

        A simple callout—check it out!

         

        <div class="callout">
        <p class="callout-title">This is default callout</p>
        <p>...</p>
        </div>

         

        This is dashed callout

        A simple dashed callout—check it out!

         

        <div class="callout callout-dashed">
        <p class="callout-title">This is dashed callout</p>
        <p>...</p>
        </div>

         

        This is transparent callout

        A simple transparent callout—check it out!

         

        <div class="callout callout-transparent">
        <p class="callout-title">This is transparent callout</p>
        <p>...</p>
        </div>

         

        This is info callout

        A simple infocallout—check it out!

         

        <div class="callout callout-info">
        <p class="callout-title">This is info callout</p>
        <p>...</p>
        </div>

         

        This is success callout

        A simple success callout—check it out!

         

        <div class="callout callout-success">
        <p class="callout-title">This is success callout</p>
        <p>...</p>
        </div>

         

        This is warning callout

        A simple warning callout—check it out!

         

        <div class="callout callout-warning">
        <p class="callout-title">This is warning callout</p>
        <p>...</p>
        </div>

         

        This is alert callout

        A simple alert callout—check it out!

         

        <div class="callout callout-alert">
        <p class="callout-title">This is alert callout</p>
        <p>...</p>
        </div>

         

        Accordion

        Build vertically collapsing accordions in combination. 

        Display Unsafe Content

        Display Unsafe Content needs to enabled for this format to show up. See this Zendesk article for detail.

         

        Example Accordion

        This is accordion 1

        This is the first item's accordion body. It is hidden by default, until the collapse plugin adds the appropriate classes that we use to style each element. These classes control the overall appearance, as well as the showing and hiding via CSS transitions. You can modify any of this with custom CSS or overriding our default variables. It's also worth noting that just about any HTML can go within the .accordion-panel, though the transition does limit overflow.

        This is accordion 2

        This is the second item's accordion body. It is hidden by default, until the collapse plugin adds the appropriate classes that we use to style each element. These classes control the overall appearance, as well as the showing and hiding via CSS transitions. You can modify any of this with custom CSS or overriding our default variables. It's also worth noting that just about any HTML can go within the .accordion-panel, though the transition does limit overflow.

        This is accordion 3

        This is the third item's accordion body. It is hidden by default, until the collapse plugin adds the appropriate classes that we use to style each element. These classes control the overall appearance, as well as the showing and hiding via CSS transitions. You can modify any of this with custom CSS or overriding our default variables. It's also worth noting that just about any HTML can go within the .accordion-panel, though the transition does limit overflow.

         

        <div class="accordion">This is accordion 1</div>
        <div class="accordion-panel">
        <p>...</p>
        </div>

        <div class="accordion">This is accordion 2</div>
        <div class="accordion-panel">
        <p>...</p>
        </div>

        <div class="accordion">This is accordion 3</div>
        <div class="accordion-panel">
        <p>...</p>
        </div>

         

        Image Lightbox

        bootstrap-6-1175203.webphtml5.png

      • Washington Theme - Customization Guide

        Thank you for choosing Washington as your Zendesk Guide theme. This theme comes with configurable options allowing us to change the look and feel through a friendly user-interface.

        If you're not able the find the settings you're looking for, we can help customize the theme as per your requirement for a small fee. Feel free to drop a message at support@solafid.com should you have any questions.

         

        Multi-language

        multilanguage.png

         

        Logo

         

         

        Colors

        colors.png

         

        Fonts & Border Style

        font.png

         

        Info Notification

        info.png

         

        Header

        header_component.png

         

        Hero

         

         

        Popular Search

        popular_search.png

         

        Homepage

         

         

        Custom Blocks

         

         

        Video Blocks

        video_block.png

         

        Article

        mceclip7.png

         

        Community

        community.png

         

        Footer

        footer.png

         

        Footer Social Media Links

        footer_social.png

         

         

         

      • Washington Theme - Multi-language Setup

        Washington Theme supports multi-language setup. Most components of the Help Center are using Zendesk translation engine. This article will cover additional steps to make some Homepage components to support multilanguage. This includes: custom header links, custom blocks descriptions and text, footer copyright text, etc.

        Before you follow the steps below, please ensure you have followed steps outline in this document.

         

        Add Dynamic Content

        For detailed steps to add Dynamic Content, please see this Zendesk support article.

        Here is the list of Dynamic Content required for Washington Theme:

        • info_notification_title
        • info_notification_body
        • header_url_title_1
        • header_url_title_2
        • header_url_title_3
        • header_url_link_1
        • header_url_link_2
        • header_url_link_3
        • help_center_title
        • intro_title
        • search_placeholder
        • popular_search_keyword
        • custom_block_1_title
        • custom_block_1_description
        • custom_block_1_url
        • custom_block_2_title
        • custom_block_2_description
        • custom_block_2_url
        • custom_block_3_title
        • custom_block_3_description
        • custom_block_3_url
        • custom_block_4_title
        • custom_block_4_description
        • custom_block_4_url
        • custom_block_5_title
        • custom_block_5_description
        • custom_block_5_url
        • custom_block_6_title
        • custom_block_6_description
        • custom_block_6_url
        • site_contact_1_description
        • site_contact_2_description
        • site_contact_3_description
        • site_contact_4_description
        • com_custom_block_1_url
        • com_custom_block_2_url
        • com_custom_block_3_url
        • com_custom_block_1_title
        • com_custom_block_2_title
        • com_custom_block_3_title
        • com_custom_block_1_description
        • com_custom_block_2_description
        • com_custom_block_3_description
        • footer_copyright
        • footer_description
        • footer_url_title_1
        • footer_url_title_2
        • footer_url_title_3
        • footer_url_title_4
        • footer_url_title_5
        • footer_url_link_1
        • footer_url_link_2
        • footer_url_link_3
        • footer_url_link_4
        • footer_url_link_5
        • facebook_url
        • twitter_url
        • youtube_url
        • linkedin_url
        • instagram_url

        Turn on Multilanguage Settings

        In the theme settings, enable the option "Enable dynamic content translations".

        dc_on.png

         

      • Washington Theme - Sample Designs

        Through theme settings, configure your brand's color, logo, icons, etc. to align with your company's brand guideline. Here are some examples of designs possible with Washington.

        3.png1.png2.png

    • Zendesk Apps
      • Mass Redact Tickets

        Install this app from Zendesk Marketplace.

        Ticket requesters sometimes enter sensitive information such as ID numbers, credit card numbers, social security numbers, passwords, attachments or other sensitive information in tickets when they shouldn't. This app enables administrators and agents (if allowed) secure sensivite information in tickets in bulk. Information that can be redacted includes words and attachments from tickets. Users are able to select a ticket view and select tickets to be redacted.

        Redact words - Enter word or phrase that you'd like to redact in ticket comments. Use this feature to remove names, addresses, ID numbers, credit cards, passwords, email addresses, or anything that you can think of.

        Redact Attachments - Redact files attached to tickets.

        Redact Images - Redact in-line images that are part of ticket comments.

        Features

        • Users can select ticket view from the view dropdown.
        • Public and private views will be visible.
        • Refresh button is available to show the latest list of tickets.
        • This app has been optimized to mass redact tickets in the most effective way possible.
        • Depending on the number of tickets and length of ticket comments, the time to redact tickets vary.

        Unfortunately, this app doesn't work with archived tickets. Archived tickets are not accessible through Zendesk API.

        Disclaimer 

        Please note that ticket redaction is permanent and cannot be undone. Solafid Solution is not responsible for the data redacted. The information on this page is for informational purposes only and does not constitute legal advice. Readers should always seek legal advice before taking any action with respect to the matters discussed herein.

      • Mass Delete Tickets

        Mass delete tickets in any of your ticket views - including suspended tickets!

        The Mass Delete Tickets app enables administrators and agents (if allowed) to delete tickets in bulk. Users are able to select a ticket view and select tickets to be deleted, or delete all tickets in the selected view. For Suspended tickets, users are able to filter the tickets by ticket's cause of suspension.

        Manage Your Suspended Tickets Zendesk only allows users to delete tickets by selecting up to 100 tickets at time. This could be time-consuming for Zendesk instance with high ticket volumes - including those receiving hundreds or thousands emails in the Suspended ticket views. It is not easy going through the suspended tickets and select the ones to recover vs pure spam emails that we want to delete.

        Complying with Privacy and Data Protection Law If you have obligations to comply with Privacy and Data Protection law (e.g. GDPR), this app could be useful. Often times you are required to permanently delete certain tickets. With this app, you can tag tickets that you'd like to delete and show them in either a public or private view. At the end of the day (or whenever you decide), you could use this app to delete all tickets in the view that you created.

        Details

        • Users can select ticket view from the view dropdown. Public and private views will be visible.

        • Refresh button is available to show the latest list of tickets

        • This app has been optimized to mass delete tickets in the most effective way possible. Deleting 100 tickets would take around 10 seconds while deleting 10,000 tickets could take up to five minutes. In any case, users can leave the page and the deletion process will keep running in the background

        How to install

        Install the app from Zendesk Marketplace. Once installed, this app can be accessed on the side navigation bar. For technical support, please contact us at support@solafid.com

        mass_delete_ticket.gif

         

      • Followed Tickets View

        This app provides you with a shortcut on the navigation bar to access followed, CC'ed, requested and assigned tickets.

        Ticket CCs and folowers allow internal users (i.e. your agents and admins) to get ticket updates. This is a powerful feature for agents to collaborate when solving tickets. With standard Zendesk setup, users would need to navigate to their user profile page in order to see tickets followed, CC'ed, requested and assigned. It requires couple clicks and few seconds every time users want to see their followed, CC'ed, requested and assigned tickets. This is not very effecient.

        Features

        • Access your followed tickets from the navigation bar

        • Mass follow or unfollow tickets

        • Remove yourself as CC contacts

        • Open tickets in new tab

        Some ticket information are displayed in the view such as ticket ID, Subject, Requester Name, Requester Email, Assignee, Status, Requested Date, and Last Updated Date.

         

        About Solafid Solutions

        At Solafid Solutions, we love helping businesses to get the most values from Zendesk. Our in-house certified Zendesk experts have years of experience implementing and optimizing Zendesk for many small and medium businesses. Our areas of expertise are Zendesk Support and Zendesk Guide.

        Check out other Zendesk Apps to boost your producivity or beautiful Help Center themes!

         

        How to install

        Install the app from Zendesk Marketplace. Once installed, this app can be accessed on the side navigation bar. For technical support, please contact us at support@solafid.com

        followed_ticket.gif

      • Ticket Sentiment App

        Install this app through Zendesk Marketplace.

        What is sentiment score? 

        There are many methodologies to calculate sentiment scores but overall, the science is based on algorithms of natural language processing as well as machine learning to categorize pieces of words as positive, neutral, or negative. This app is using AFINN lexicon. Thanks to Finn Årup Nielsen for compiling list of 3,300+ words with polarity score associated with each word. When a ticket requester says the word "happy" for example, this adds 3 points to the score. At the same time, if the customer says the word "does not work", this deducts 3 points to the overall score. You can see the complete list of words on this page

        What are the limitations of this app? 

        This app currently only works with English. There are plans to incorporate other languages at future date (Please let us know! We'd love to hear your feedback). As with other machine learning technologies, this app has flaws when compared to other app using different methodologies. This app may not be 100% accurate and may not work with recent jargons or acronyms.

        What's coming? 

        We're working on other languages (e.g. French, Polish, Swedish, Finnish, Danish, and Turkish).

  • Videos

Videos

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Zendesk Knowledge Capture Tutorial
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