Configuring your Support Center for Read-Only Access During Maintenance

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During desk maintenance windows, the Customer Help Center will be in read-only mode. This means users will not be able to submit email requests, update QNAs, initiate chat, or rate articles.  We've added a liquid attribute called "{{read_only}}" that you can use to create a modified version of your Help Center during Maintenance outages. This attribute returns True when the read-only feature is in effect.

Customers who use the Advanced Help Center Templates should make the following changes to their sites to give customers the best experience possible when the Read-only feature is enabled:

  • Change the email link from the form to an emailto: to the default inbound mailbox address
  • Remove the "Rate Article" links from KB Articles
  • Hide the chat link (if using chat)
  • Hide the link to submit a new qna case (if using QNA)
  • Replace the "post an response" section to qna with a message that QNA responses are currently not available (if using QNA)

For all of these steps, you will need to edit your Help Center Theme. Do this by taking the following steps:

1) Find your Support Center web template at yoursite.desk.com/admin/channels/support-center/web-templates;

2) Edit your current web theme and select Advanced Themes to modify your web theme.

Now, find the changes you need to make below.
 

Change the Email Link from the Form to the Mailto

Use the following steps to change the email link from the email form to a "mailto: link" during Read-only operation:

1) go to the Layout section;

2) find the text that reads:

{% if site.email_enabled_config %}
<li>
<a href='{{email_link}}'>Email Us</a>
</li>
{% endif %}

and change this text to:


{% if site.email_enabled_config %}
<li>
{% unless read_only %}
<a href='{{email_link}}'>Email Us</a>
{%else%}
<a href='mailto:example@youremail.com}}'>Email Us</a>
{% endunless %}
</li>
{% endif %}


Remove the Rate Article links from KB Articles

Use the following steps to remove the Rate Article links from KB articles during Read-only operation:

1) go to the Page (Article) section;

2) find the text that reads:

{% if rate_article == true %}
{{ rate_block }}
{% endif %}


and wrap it with an Unless block, e.g.:

{% unless read_only %}
{% if rate_article == true %}
{{ rate_block }}
{% endif %}
{% endunless %}


Hide the Chat Link (if necessary)

Use the following steps to hide the Chat link during Read-only operation:

1) go to the Layout section;

2) find the text that reads:

{% if site.chat_enabled_config %}
<li>
<a href='{{chat_link}}'>Live Chat!</a>
</li>
{% endif %}

and change this text to:

{% if site.chat_enabled_config %}
{% unless read_only %}
<li>
<a href='{{chat_link}}'>Live Chat!</a>
</li>
{% endunless %}
{% endif %}


Hide the QNA Link (if necessary)

Use the following steps to hide the link to submit a new question during Read-only operation:

1) go to the Layout section;

2) find the text that reads:

{% if site.questions_enabled_config %}
<li>
<a href='{{qna_link}}'>Post a Question</a>
</li>
{% endif %}

and change this text to:

{% if site.questions_enabled_config %}
{% unless read_only %}
<li>
<a href='{{qna_link}}'>Post a Question</a>
</li>
{% endunless %}
{% endif %}


Replace the Post a Response Link (if necessary)

Use the following steps to hide the link to post a QNA response during Read-only operation:

1) go to the Q&A (Show) section;

2) find the text that reads:

{% if question.allow_answers? != true or question.case.closed? %}
<p class='form-notice'>This question is closed to new answers.</p>
{% else %}

and change this text to:

{% if question.allow_answers? != true or question.case.closed? %}
<p class='form-notice'>This question is closed to new answers.</p>
{%elsif read_only%}
<p class='form-notice'>The site is currently in read-only mode - you'll be able to submit a question when we come back…</p>
{% else %}