How users interact with your knowledge base Follow

Besides providing your customers with many channels for reaching out to you for support, you offer a way to empower them to answer their own questions using the resources in your knowledge base. If you haven’t already set up your knowledge base, detailed steps for customizing your web portal can found in the Getting Started Guide If you're using the current version of Zendesk Support, click here ).

When customizing your Web portal and building your knowledge base, it's important to understand how a customer can experience and interact with the content you provide. This tip gives you a quick overview of those features.

Viewing and subscribing to knowledge base content

While an anonymous visitor, someone who hasn’t registered and logged in, simply sees the information you have made publicly available, a registered and logged-in user can also interact with your knowledge base in several ways. They can subscribe to specific forums or topics, leave a comment, and vote to voice their support for ideas or for questions that other customers would like to have answered.

Adding a comment subscribes them to the topic automatically. And, once subscribed to a topic, they receive an email notification whenever the topic is updated with a comment. Subscribers to forums are alerted of new comments and when a new topic is added to the forum.

The subject of the email notification is the forum name and the message contains the name of the article that was posted or received a comment. Your users have the options to stop further notifications or unsubscribe from the forum entirely.

When a user subscribes to a specific topic, they receive an email notification when a comment is added to the topic. The article name is the subject of the email notification and the message the new comment and a link back to the topic itself.

Restricting access by organizations and user tags

When building out your knowledge base, you can have several options for defining who has access to the information within it, which means that you can create different customer experiences for different groups of users.

Let’s assume that your company provides a product or service exclusively to a certain organization. Since this information is not relevant to other users, you can create a forum dedicated to them and restrict it to this organization. To do this, you set the restriction when creating or editing the forum.

Create a new forum in one of your categories by clicking the Actions drop-down menu and then selecting Add a forum to this category . In the Role restrictions section, indicate that it can be viewed by Logged-in users and edited by Moderators only . In the next section, User property restrictions , select the name of the organization from the drop-down list under Restrict access to organization .

Now, let’s say only managers in this organization should have access to this information. You can further restrict it by adding a tag to indicate that only users belonging to this organization and also tagged as a manager are able to view this forum.

You add the managers tag in the user’s profile.

Restricting access by language

Professional and Enterprise accounts that support multiple languages have the option of restricting content in their knowledge base by language. This option is available on the edit page of each forum and appears when the forum is set as available to Everybody or Logged-in users . Topics made available to agents only do not have this option.

For anonymous users, the language of the content displayed is based on their web browser’s language setting. If are supporting more than one language in your Web portal, users can then select from any of your supported languages from the language drop-down menu. Registered and logged-in users can add their preferred language to their user profile. You can read more about setting and detecting a user’s language in Configuring your help desk to support multiple languages .

Have more questions? Submit a request

Please sign in to leave a comment.

Powered by Zendesk