FAQs

Is the Zendesk® plan price included in the template price?
No. You’ll need to purchase the Zendesk® plan subscription and template separately.

Is your Zendesk® Themes seo-friendly?
Yes we have made our best effort to make Zendesk® Themes SEO friendly by using semantic markup, and valid standard code. However, there’s always more to improve because content is the king when it comes to search-engines, and user-engagement.

Will I be able to easily add more categories, sections, and articles by using the built in Zendesk Editor?
Sure! Adding content to your Help Center is a core Zendesk functionality. Our Zendesk Help Center themes don’t affect any content.

Which payment methods or gateways are currently supported?
We currently support Paypal, a commonly used method for online payments. Secure and trusted. In future, we would add support to CCAVENUE gateway. If you are from India or countries (where PayPal doesn’t work), please get in touch (help@customersupporttheme.com), and we would work out a way to get our platinum Zendesk® Themes in your hands.

Do you have membership or annual subscription options?
At present, we don’t have that. However, we understand content writers, and web agencies can benefit from a membership or subscription options where they get access to all themes at a flat annual price. We have that in mind, and we are working on it.
You can always get in touch with us (help@customersupporttheme.com) to discuss your requirements (bulk licensing, or unlimited usage of themes for your client projects, and so on).

If I buy themes in bulk, can i receive a discount?
Yes, please get in touch with us (help@customersupporttheme.com).

If I lose my theme files, is there a way to retrieve that?
Yes. You can download the file from your account section on www.customersupporttheme.com, or you can send your order-id or invoice-id to us (help@customersupporttheme.com), and we would send you the files.

I see that “Font Awesome” is supplied, can you tell me what it is? I had a quick look and saw an array of icons but they were all black and white, do they come in colour?
“Font Awesome” is a font which consist of icons only. You can use them anywhere in your Zendesk Help Center (layout, articles, etc.). “Font Awesome” icons can be in any color you want, but note that some parts of icon can’t be in multiple colors.

I have an existing theme that I need to be edited to make it responsive. Do you do this type of work?
Yes we do, you can also purchase one of our themes and customization service, so we will change the theme according to your needs and brand guidelines. All of our Zendesk Themes are responsive.

Can I installation the theme myself?
Sure you can. You can see the online theme installation guide, if you need any help, our team will always help you. All platinum themes come with free installation services.

How long does it take to installation a theme?
For an empty Zendesk Help Center, it takes just less than 30 minutes. To installation a custom theme with existing content, it’s more involved process and depends on the architecture and selected template.

How long will it take you to add my branding to my theme?
Generally, 4-5 working days after the specification has been defined.

How to install a Zendesk theme?
We will install your chosen template into your Zendesk Help Center and check if it works properly. This service is included in the price for the theme. If you’re interested, please order the Installation service.
Otherwise, you can install the theme by yourself. It’s very simple! You will be able to find instructions on theme installation in our Online Documentation You can also contact us via help@customersupporttheme.com for a free quote to assist you with installation if you face some difficulties.

Will a theme installation affect the content in my Help Center?
Customization and installation will not affect the content or availability of your Help Center. Changes will be published immediately.

Do you first test it in the sandbox and then let me try it?
First we create a demo Help Center with our own content and then let you use it to test out the theme before installing.

How to change the header image?
You can change the header image by sending the image you want to use instead and give us temporary access to your Help Center. By doing so we will be able to change the header image for you.
Or if you want to do it yourself, we can send you a detailed explanation about how to do that.

Can I personalize the icons and change the links?
You can use any icons you want and replace the existing ones. Also, it’s okay to change the links to your main site or to anything else. You can change them by yourself or we can do it for you.

I need the theme to use our brand color. Instead of current red I would like to use blue. How can I do this? Do I need to change the colour by myself through the code?
You can customize the theme by yourself or you can purchase our “Changing Color Scheme” service and give us your brand guidelines. In this case we can do the customization for you.

Do I receive standard html/css/JavaScript files along my purchase?
Zendesk® Deployment Files which can be uploaded to Zendesk® Help Center, and used.
All static assets (png, jpg) are optimized for web. We have taken care of that.

Do you offer free support or do i have to purchase a support plan?
Please feel free to contact us (help@customersupporttheme.com), and we would help you. If you want dedicated support, we recommend you purchase one while buying the theme.

Where do I host my theme?
On the Zendesk® Help Center. You need a license, and right plan to use Custom Theme with your Zendesk® Help Center. We can help you getting you Zendesk® license, please feel free to contact us (help@customersupporttheme.com).

Do you offer a free trial for your themes?
You can use one of our free themes before you plan to buy a platinum one. That should give you good idea. You can always get in touch with us (help@customersupporttheme.com) for any questions or information.

Can I use your theme for multiple sites (Zendesk® Guide Help Centers)?
Yes, you can if you have bought separate licenses for each site.

Can I use the theme with the Zendesk® hub-spoke approach or multi-branding?
Yes you can as long as it’s recognized by Zendesk® as part of the same company.

Can I use the theme design for other marketing material?
Please contact us if you wish to do so as the license is specifically for Zendesk®. We can be flexible depending on your needs.

How do i receive my theme?
Once you have completed the purchase, you can download the theme files from your account section on customersupporttheme.com.

Can I add videos to my theme?
Yes, you can. Using the same features in the Zendesk® Help Center.

Do the theme support non-english characters?
Yes they do. The same as in the Zendesk® Help Center.