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Embed SOPs in Zendesk and other help desks

Paste the embed code into the article's HTML source. Most help desks limit iframes and scripts, so here is how to check and what to expect.

Updated
On this page
  1. Zendesk Guide
  2. Other help desks
  3. Keeping articles current
  4. Removing it

Help desks are a natural home for customer-facing procedures, like “How to reset your device”, and for internal agent playbooks. SOPCompass embeds work in any help desk article editor that accepts an <iframe>. For how embeds work in general, see Embedding SOPs in other tools.

Important: Anything you embed in a public help center can be read by anyone. Only embed SOPs written for customers there. For internal agent procedures, use an internal-only article or section.

Zendesk Guide

  1. In SOPCompass, open the SOP, press Share, create a link labelled Zendesk: <article name> and press Copy embed code.
  2. In the Zendesk article editor, open the source code view (the </> button).
  3. Paste the code where the SOP should appear, then switch back and publish.

Zendesk Guide filters article HTML. By default it can remove iframes from sites it doesn’t recognize and <script> tags. If the embed disappears when you save:

  • A Guide admin can allow it in Guide’s settings (the option that permits unsafe content, or an allow list for embedded content, depending on your plan). Ask your admin before changing it, since it affects every article.
  • If the iframe is kept but the script is removed, the SOP shows at 640 pixels tall and scrolls inside its frame. Change height="640" in the code to fit your article.

Other help desks

Freshdesk, Help Scout, Intercom and similar tools each have their own rules for iframes and scripts. The general approach:

  1. Look for an HTML or source code view in the article editor, or an “embed” or “video” option that accepts a URL.
  2. With HTML, paste the embed code. With a URL field, paste the embed link from Copy embed link.
  3. Preview the article. If the frame is empty or stripped, check the tool’s settings or documentation for allowed embed domains, and add app.sopcompass.com if it asks for one.

If your help desk won’t allow any iframe, link to the SOP’s share page instead with a normal link.

Keeping articles current

The embed always shows the current SOP, so updating the procedure in SOPCompass updates every article it is embedded in. Support agents and customers never read a stale copy.

Removing it

Delete the code from the article and revoke the share link in SOPCompass.