Introducing Guide - The evolution of Help Center Follow

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18 comments

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    Rob Baker

    This couldn't have come at a better time for us--now doubling down on self-service efforts this quarter.  How do we get added to Knowledge Capture (EAP)?  We are already on Answer Bot, but really interested in Knowledge Capture--especially if there is some KCS and article structure/template functionality built in to it.

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    Jason Maynard

    Good to hear. You can sign up for the Knowledge Capture EAP here.

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    Josh

    Jason,

    Is it possible to contact me regarding guide enterprise

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    Collins, Andrew

    While we wait for GA of the Knowledge Capture App and Answer Bot is there someone that can help get me access to both early access programs? We have been testing the original beta version of Knowledge Capture App but I understand there is a newer app available as part of the EAP. I had completed the sign up but didn't hear anything back. It appears the Answer Bot EAP is now closed for new applications. Thanks.

     

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    Deepa Daniels

    Hi Andrew,

    Thanks for your question.

    If you've signed up for the Knowledge Capture EAP, then you are in. You should receive a welcome email in the next few hours which will include info on how to get started. 

    Questions and feedback are welcome over in the EAP community topic

    Best,

    Deepa

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    Heather R (Edited )

    I really wish we would be given a heads up on things like this. We have a team of people that update articles and maintain our Help Center (We call it the Knowledge Base) and I need to update a ton of training collateral - after the fact!

    Also, can you please consider allowing each of your customers to be able to customize what we call things? For example, Help Center is now "Guide". We would like to change this text to KB.  Otherwise, in every training session and every training collateral piece, I have to explain that Zendesk calls it Guide but we call it KB.

    That happens in a lot of situations. Please allow us to use your product to fit our business processes and needs and give us more of a heads up?

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    Jason Maynard

    Hey Heather. Sorry to hear the update and rebrand caught you and your team off guard. We sent an announcement about the UI changes, but didn't want to ruin the rebrand surprise around our latest action verb, Guide. Noted that we can do more to make sure everyone is aware of the upcoming changes.

    We don't have any plans to allow customization of our product names in the tray at this point, but also noted. I'm a fan of giving customers the option of classic mode.

     

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    Collette Pleva

    Light Agents used to be able to edit articles. It seems they have lost that ability? If not, how can they do this with the upgrade?

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    Josh

    Yeah definitely need light agents. You guys keep making them more and more useless

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    Matt Frowe

    I'm also interested to know the answer to the question about Light Agents' (lack of) editing rights following the upgrade. I'm not so sure it's a bad thing - one of the things that kept me up at night was the idea that anyone in our organisation, if they were so inclined, could go in to our Help Center and start mucking around with the content. 

    However I'm also not convinced that we should have to pay for a full-blown Agent licence for someone who just updates content on HC once a quarter, so I'm interested to know what the official line is on this!

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    Thomas Elliot

    Any progress on the ability for Agents to be able to use the ticket submission forms? This would be a much easier solution for situations where Agents need to submit a ticket to another department but have no working knowledge of the Agent fields for that department's forms. It seems like it'd be much better for us to make the decision on which submission method Agents should use rather than being stuck without flexibility or options. 

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    Mikhail Vink

    Thanks for a great update!

    >Automatic XML sitemap

    As far as I see in our help center, only articles, categories and sections have been added to the Zendesk-run XML Sitemap, but not community posts and topics (e.g. https://intellij-support.jetbrains.com/hc/sitemap.xml for us). As of the current announcement "This ensures that users can find your articles, community posts, and other public content when searching, but it does not improve individual ranking of these pages.", so I assume you planned adding community there too, right? Any reason I can't find them in the sitemap now?

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    Ed Ball

    Not a fan of this change for customization....

    I spend most of me time in the settings and the customize design part of Zendesk. Unless I am missing something, the steps to get to customize design are far more than it was before.

    Click the 4 square icon

    Click Guide

    Click Guide Admin

    Click Settings

    Click Customize Design

    Yes I can bookmark it, but we have several brands and as soon as I switch brands it takes me back to the Manage Articles part and I have to click on settings, etc...    This is yet another reason managing articles and the support site itself should be two separate things in Zendesk and Zendesk Roles.

     

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    Rebecca McMurry

    I am considering exposing the sitemap for my users. Where can I view the automatically created XML sitemap for my site?

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    Maurice Ryder

    I agree with Ed Ball above. The admin user experience is woeful. Too many steps to make basic changes. It's like no consideration has been given to the actual practical things that admins are doing. We would definitely like to see some improvements in this arena. 

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    Pedro Reis

    Totally agree with Heather R

    If we sign up for the Knowledge Capture EAP (guide?), is it going to affect our current KB (existing FAQS) ?

     

     

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    Deepa Daniels

    Couple answers regarding XML sitemaps,

    @Mikhail, thanks for the question. As you noticed the sitemap does not include community content. I've update the documentation to reflect that. 

    @Rebecca, your xml sitemap can be viewed at: subdomain.zendesk.com/hc/sitemap.xml 

    Best,

    Deepa 

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    Deepa Daniels

    @Pedro,

    The Knowledge Capture EAP will not affect your current KB, but will allow your team to more efficiently find, link to, give feedback on and create knowledge directly from Support. 

    Please check out the EAP community to learn more

    Best,

    Deepa 

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