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    Pre-Purchase FAQ's

    What will I get in my downloads?

    • Diziana Free Themes packages contains
      • Zendesk® Deployment Files
      • User Manual
    • Diziana Premium Themes* packages contain:
      • Zendesk® Deployment Files
      • Layered PSD files
      • HTML Preview files
      • User Manual

    *Our team would reach out to you, as soon as the purchase is completed, and helps you with integration and installation.

    What is a Layered PSD file? Do I really need it?

    The PSD is a layered Photoshop file we use to actually design the theme. Once the design is done in Photoshop we start moving it to HTML & CSS. The file is very useful when making changes to the theme, especially significant design tweaks. If you plan on changing the looks of your theme this file will most likely come in handy.

    What are the HTML preview files?

    These are the preview of how your Zendesk® Help-Center would look after integration.

    Note: The preview files contains extra pages to give you a feeling how your article and categories would look when you have more contents or comments that followsimilar structure. 

    Note: The preview files contains extra pages to give you a feeling how your article and categories would look when you have more contents or comments that follow the similar structure. 

    What are Zendesk® Deployment Files

    Zendesk® deployment files are ready to go files that would be integrated into your HC editor.Each Deployment Files would contain:

    • HTML Files
    • CSS
    • JavaScript
    • Assets
    • Color-Code text file
    • User manual

    How do I receive my theme?

    Once you have completed the purchase, you can download the theme files from your account section on 

    https://www.Zendesk®theme.com/account/ or

    https://www.diziana.com/downloadable/customer/products/

    You would receive an email with download links immediately after the purchase is made.

    Are your Themes SEO-Friendly?

    Yes, we have made our best effort to make 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.

    Do you offer a free trial for your Themes?

    You can use one of our free themes before you plan to buy premium ones. That would give you a very good idea. You can always get in touch with us (support@diziana.com) for any questions or information.

    Do you have tutorials for integrating the theme in our Zendesk® HC?

    Yes we have, you can find it here. You would also receive a help manual with the purchased theme using which you can install the theme. In case you have any problem our dedicated support team is here to offer any kind of help.

    Can I add videos to the 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.

    Are the Help Center theme mobile responsive.

    Yes they are.

    What is the difference between the $99 and $299 options?

    USD 99/-

    In USD 99/- you would get a perpetual license of our premium theme and free theme installation service i.e we would integrate the theme for you (in your empty HC or HC with minimal content near about 10-20 articles).

    USD 299/-

    IN USD 299/-,you would get a perpetual license of our premium theme and our integrate and branding service. We integrate the purchased theme and brand it. Branding of theme means making the theme look similar like your company's website by following all your branding guidelines and standards, or general branding requirements.

    Generally, enterprises or large companies or some startups/SMEs want to have consistent look and feel across their properties, hence they go with USD 299 package and take our help.

    Most startups go with USD 99, that's good to start with if you want a nice looking help-center for your customers/users.

    Does that answer your question? For more please get in touch with us (support@diziana.com ).

    I see there's a package for $299 with end to end help, especially with setup. If we purchase this package, what does that package include? Down the road, would I have a contact person that I would reach out to if we wanted something changed on the website?

    We provide end to end support which includes customization, branding, installation and integration.You would directly work with our support team and engineers. In future, we are happy to change and update; for every task we would give you an estimate, and if that's approved we would work on it.

    Once we get the files for the theme, are we able to update and alter the theme code ourselves? Or do we need to get you to do that for us? 

    You can do all the changes from yourself. The theme has user-manual which guides you how to install and to do few modifications. To further modify it would require a little bit knowledge of HTML, CSS, JS. The theme also comes with free integration service. We would install the theme for you.

    Further, if you do not want to add changes from yourself we can do it for you in our Diziana Club plan USD 299/- that comes with Theme+Integration+Branding services.

    If I lose my theme files, is there a way to retrieve that?

    Yes. You can download the file from your account section or you can send your order-id or invoice-id to us ( support@diziana.com ), and we would send you the files.

    What happens if the purchased theme does not work well?

    Contact us via our help-center or drop us email at support@diziana.com and we would investigate and help you out. If there is any issue (bugs) in our theme or code, we would fix it without charges.

    If I purchase a $99 template and I see that you offer free integration. We have a basic template right now with 10 unique pages and quite a few articles. Would this still be "free."

    We charge a fee for non-empty help-center. However, we might not charge anything for a minor work on our discretion.

    If you were to integrate: Will the site be down at any time?

    No, it wouldn't be down. We would make all changes in sandbox, and once you approve, changes can be published to live website.

    If you integrated it without branding, will it be possible for me to brand it prior to going live?

    Yes, you would be able to do that.

    Will your theme affect the way the support team works with the system or the way the customers create tickets or work with the tool?

    No, we just provide themes, and neither Zendesk®'s workflow nor the way users/customers work is affected.

    Is there a chance to lose any thing?

    We only provide themes, hence no data is affected. We take backup of existing theme code.

    I downloaded a theme for free and tried it out and realized I may need some additional help? Do you charges if I ask?

    For very small and simple changes, we might not charge any fee based on our discretion. For major efforts, we would give you a quote/estimate, once you approve and pay, we would make those changes for you.

    Do you have tutorials for integrating the theme in our Zendesk® HC?

    Yes we have, you can find it here. You would also receive a help manual with the purchased theme using which you can install the theme. In case you have any problem our dedicated support team is here to offer any king of help.

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

    Can I use your theme for multiple sites (Zendesk® 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 integrate the theme myself?

    Sure you can. However, if you need any help, we can integrate that for you. All premium themes come with free integration service. If you are using our free themes, you can buy integration services.

    How customizable are these free/premium themes? Can I change the colors, styling etc of them?

    You can customize the color using the Zendesk® appearance of the customize design. (just below the theme editor). The Free and Premium theme has installation instruction in it, it would help you to customize the theme. (Change color, add links etc).

    Is it possible to change the font of your Zendesk® themes and add custom Hero Images etc. as well as adjusting colors.

    You can change the fonts from the CSS (Font family and font size), you can also change the images. You would get the instruction in the installation_instruction guide available within the package. (zip files)

    How long does it take to integrate a theme?

    For an empty Help Center, it takes just less than 30 minutes. To integrate 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?

    Typically, it takes 7-15 working days (excluding time lost waiting for information or feedback from you) after the specification (based on your inputs and our research) has been defined, and project start date has been confirmed.

    What is your process to do Branding?

    e have very refined process (that has worked for hundreds of customers over the years) to brand your help-center. Briefly, it is:

    1. Once you choose a theme (and purchase Diziana Theme Club - Branding options)
    2. We contact you, and capture your requirements, and provide detailed scope of work up-front
    3. Begin work in Zendesk® Sandbox (yours or ours)
    4. Request you to review
    5. Incorporate your feedback
    6. Iterate #4 and #5
    7. Get Design (in sandbox) signed off
    8. Deploy in production Help Center as a Custom Theme in Draft Mode
    9. Test New Help Center design with content (categories, sections, articles, etc.)
    10. Request you to review
    11. Incorporate your feedback
    12. Iterate #10 and #11
    13. Get Design (in production -- draft mode) signed off
    14. Get permission to publish New Help Center Theme
    15. Publish New Help Center Theme
    16. Test and Review
    17. Get Project Signed off
    18. Always around to provide support (90 days  free support to fix bugs in our code, AMC plans, or per incident)

    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.

    Have more questions? Submit a request
    Avatar
    Tarun Sahu

    What will I get in my downloads?

    • Diziana Free Themes packages contains
      • Zendesk® Deployment Files
      • User Manual
    • Diziana Premium Themes* packages contain:
      • Zendesk® Deployment Files
      • Layered PSD files
      • HTML Preview files
      • User Manual

    *Our team would reach out to you, as soon as the purchase is completed, and helps you with integration and installation.

    What is a Layered PSD file? Do I really need it?

    The PSD is a layered Photoshop file we use to actually design the theme. Once the design is done in Photoshop we start moving it to HTML & CSS. The file is very useful when making changes to the theme, especially significant design tweaks. If you plan on changing the looks of your theme this file will most likely come in handy.

    What are the HTML preview files?

    These are the preview of how your Zendesk® Help-Center would look after integration.

    Note: The preview files contains extra pages to give you a feeling how your article and categories would look when you have more contents or comments that followsimilar structure. 

    Note: The preview files contains extra pages to give you a feeling how your article and categories would look when you have more contents or comments that follow the similar structure. 

    What are Zendesk® Deployment Files

    Zendesk® deployment files are ready to go files that would be integrated into your HC editor.Each Deployment Files would contain:

    • HTML Files
    • CSS
    • JavaScript
    • Assets
    • Color-Code text file
    • User manual

    How do I receive my theme?

    Once you have completed the purchase, you can download the theme files from your account section on 

    https://www.Zendesk®theme.com/account/ or

    https://www.diziana.com/downloadable/customer/products/

    You would receive an email with download links immediately after the purchase is made.

    Are your Themes SEO-Friendly?

    Yes, we have made our best effort to make 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.

    Do you offer a free trial for your Themes?

    You can use one of our free themes before you plan to buy premium ones. That would give you a very good idea. You can always get in touch with us (support@diziana.com) for any questions or information.

    Do you have tutorials for integrating the theme in our Zendesk® HC?

    Yes we have, you can find it here. You would also receive a help manual with the purchased theme using which you can install the theme. In case you have any problem our dedicated support team is here to offer any kind of help.

    Can I add videos to the 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.

    Are the Help Center theme mobile responsive.

    Yes they are.

    What is the difference between the $99 and $299 options?

    USD 99/-

    In USD 99/- you would get a perpetual license of our premium theme and free theme installation service i.e we would integrate the theme for you (in your empty HC or HC with minimal content near about 10-20 articles).

    USD 299/-

    IN USD 299/-,you would get a perpetual license of our premium theme and our integrate and branding service. We integrate the purchased theme and brand it. Branding of theme means making the theme look similar like your company's website by following all your branding guidelines and standards, or general branding requirements.

    Generally, enterprises or large companies or some startups/SMEs want to have consistent look and feel across their properties, hence they go with USD 299 package and take our help.

    Most startups go with USD 99, that's good to start with if you want a nice looking help-center for your customers/users.

    Does that answer your question? For more please get in touch with us (support@diziana.com ).

    I see there's a package for $299 with end to end help, especially with setup. If we purchase this package, what does that package include? Down the road, would I have a contact person that I would reach out to if we wanted something changed on the website?

    We provide end to end support which includes customization, branding, installation and integration.You would directly work with our support team and engineers. In future, we are happy to change and update; for every task we would give you an estimate, and if that's approved we would work on it.

    Once we get the files for the theme, are we able to update and alter the theme code ourselves? Or do we need to get you to do that for us? 

    You can do all the changes from yourself. The theme has user-manual which guides you how to install and to do few modifications. To further modify it would require a little bit knowledge of HTML, CSS, JS. The theme also comes with free integration service. We would install the theme for you.

    Further, if you do not want to add changes from yourself we can do it for you in our Diziana Club plan USD 299/- that comes with Theme+Integration+Branding services.

    If I lose my theme files, is there a way to retrieve that?

    Yes. You can download the file from your account section or you can send your order-id or invoice-id to us ( support@diziana.com ), and we would send you the files.

    What happens if the purchased theme does not work well?

    Contact us via our help-center or drop us email at support@diziana.com and we would investigate and help you out. If there is any issue (bugs) in our theme or code, we would fix it without charges.

    If I purchase a $99 template and I see that you offer free integration. We have a basic template right now with 10 unique pages and quite a few articles. Would this still be "free."

    We charge a fee for non-empty help-center. However, we might not charge anything for a minor work on our discretion.

    If you were to integrate: Will the site be down at any time?

    No, it wouldn't be down. We would make all changes in sandbox, and once you approve, changes can be published to live website.

    If you integrated it without branding, will it be possible for me to brand it prior to going live?

    Yes, you would be able to do that.

    Will your theme affect the way the support team works with the system or the way the customers create tickets or work with the tool?

    No, we just provide themes, and neither Zendesk®'s workflow nor the way users/customers work is affected.

    Is there a chance to lose any thing?

    We only provide themes, hence no data is affected. We take backup of existing theme code.

    I downloaded a theme for free and tried it out and realized I may need some additional help? Do you charges if I ask?

    For very small and simple changes, we might not charge any fee based on our discretion. For major efforts, we would give you a quote/estimate, once you approve and pay, we would make those changes for you.

    Do you have tutorials for integrating the theme in our Zendesk® HC?

    Yes we have, you can find it here. You would also receive a help manual with the purchased theme using which you can install the theme. In case you have any problem our dedicated support team is here to offer any king of help.

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

    Can I use your theme for multiple sites (Zendesk® 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 integrate the theme myself?

    Sure you can. However, if you need any help, we can integrate that for you. All premium themes come with free integration service. If you are using our free themes, you can buy integration services.

    How customizable are these free/premium themes? Can I change the colors, styling etc of them?

    You can customize the color using the Zendesk® appearance of the customize design. (just below the theme editor). The Free and Premium theme has installation instruction in it, it would help you to customize the theme. (Change color, add links etc).

    Is it possible to change the font of your Zendesk® themes and add custom Hero Images etc. as well as adjusting colors.

    You can change the fonts from the CSS (Font family and font size), you can also change the images. You would get the instruction in the installation_instruction guide available within the package. (zip files)

    How long does it take to integrate a theme?

    For an empty Help Center, it takes just less than 30 minutes. To integrate 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?

    Typically, it takes 7-15 working days (excluding time lost waiting for information or feedback from you) after the specification (based on your inputs and our research) has been defined, and project start date has been confirmed.

    What is your process to do Branding?

    e have very refined process (that has worked for hundreds of customers over the years) to brand your help-center. Briefly, it is:

    1. Once you choose a theme (and purchase Diziana Theme Club - Branding options)
    2. We contact you, and capture your requirements, and provide detailed scope of work up-front
    3. Begin work in Zendesk® Sandbox (yours or ours)
    4. Request you to review
    5. Incorporate your feedback
    6. Iterate #4 and #5
    7. Get Design (in sandbox) signed off
    8. Deploy in production Help Center as a Custom Theme in Draft Mode
    9. Test New Help Center design with content (categories, sections, articles, etc.)
    10. Request you to review
    11. Incorporate your feedback
    12. Iterate #10 and #11
    13. Get Design (in production -- draft mode) signed off
    14. Get permission to publish New Help Center Theme
    15. Publish New Help Center Theme
    16. Test and Review
    17. Get Project Signed off
    18. Always around to provide support (90 days  free support to fix bugs in our code, AMC plans, or per incident)

    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.

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