Getting started with Guide: Setting up

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51 Comments

  • Brett Bowser
    Zendesk Community Team

    Thanks for sharing Ariel!

    Our documentation team has updated the article to hopefully make things more clear :) 

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  • Jack Smith

    When I click on "Build your knowledge base" blue button it gives me below error
    "Oops, looks like something went wrong! We were unable to create your Help Center. Please try again or contact Customer Support if the error persists."

    What can be the reason?

    0
  • Brett Bowser
    Zendesk Community Team

    Hey Jack,

    I see you created a ticket with our Customer Advocacy team already. We will continue working with you in this ticket as we will have to dig into your account further to determine the cause.

    Cheers!

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  • Corey Herkender

    Is there any way to create an article that doesn't show in an article list, but will pull up in a search result? 

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  • Brett Bowser
    Zendesk Community Team

    Hey Corey,

    This would require some custom code in your theme. I'd recommend taking a look at the following Support Tip.

    Hope this helps!

    0
  • Miyahara KEIKO(宮原 恵子)

    Hello! Could you help me with how to add user profile fields, so that customers can input their department name & their title? 

    0
  • Maggie Ungerboeck
    Community Moderator

    Hi,

    There aren't any additional fields provided by Zendesk for your end users to enter additional information for themselves. Would definitely be nice to have but not something they have available right now.

    Thanks!

    Maggie

    1
  • Mark Hinson

    Hi

    Is there an option to or a feature being considered to allow an Article to have multiple paragraphs/text areas, each one associated with a different "Visible To" value; Everyone, Signed-In Users, Agents and Managers and any self-defined User Permission Group, such as Agent Tier1, Agent Tier 2, Engineering, Sales, etc?

    This is so we can create an Article that offers different information depending upon the reader and their role and experience, so end-users see least, Agents additional information and Senior Agents/Engineers more still, from the same Article.

    thanks, Mark

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  • Brett Bowser
    Zendesk Community Team

    Hey Mark,

    There isn't a way to accomplish this out of the box and this isn't currently on our Guide roadmap at this time. It may be possible to set this up but would require a great deal of custom code from your developers.

    It may be worth taking a look at the following Guide theme resources:

    Let me know if you have any other questions!

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  • Mark Hinson

    hi Brett,

    Thanks for the quick response and for confirming this for me.  I'd appreciate any 3rd party Zendesk Developers who have done this to contact me or Brett if you know of any.

    I have one more question. Can Zendesk Guide be used without Zendesk Support? I have a situation where a prospect has a preferred ticketing system and we've been asked to provide/develop a KM system, our agents would need access Guide to search, capture, author, review and publish knowledge content, but not use tickets.

    thanks, Mark

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  • Brett Bowser
    Zendesk Community Team

    Hey Mark,

    I'd recommend taking a look at our Partner Directory which I've linked for you below :)

    As for your second question, Guide cannot be used with our Zendesk Support. You'd at least need to be on Support Essential to purchase a Guide plan.

    Hope this helps!

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  • Dennis

    Hey,

     

    it seems that https://support.zendesk.com/hc/en-us/articles/203691356-Zendesk-developer-docs-and-resources is not working anymore. Could you acutalize the link in the article? We need to create our own header for the Zendesk guide ( Our Header from the Webside need to be visible in guide) and need some dev documentation and ressources for our DEV´s.

    It would be great to hear from you!

     

    Best Regards

     

    Dennis

    0
  • Charles Nadeau
    Zendesk Documentation Team

    Hi Dennis,

    I updated the link. Thanks for bringing it to our attention. You can get started with the Guide developer resources at https://support.zendesk.com/hc/en-us/articles/360002101028.

    0
  • Chris Taylor

    The link to 'Fine tuning your help centre' - blueprinting, is not working.

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  • Sophie McMonagle

    Thanks Chris Taylor, I've fixed the link!

    1
  • Edzi

    Hi, 

     

    Is it possible for me to make an announcement in my help centre and it will trigger an email notification to all my contacts?

     

    Thank you in advance.

     

    0
  • Maggie Ungerboeck
    Community Moderator

    Hi Edzi,

    If you post an article to a section, any users who have chosen to follow that section will receive an email notification but there isn't a way to post something that will automatically send to all your Guide users.

    Thanks!

    Maggie

    0
  • Kevin Cradden

    Hi, we published an article that looks fine in Guide (and still does) but once it's live, it looks like this: https://share.getcloudapp.com/GGuo4leE with text from the end of the line moving down beside the screenshot. How can I fix that??

    0
  • Elissa
    Zendesk Community Team

    Hello Kevin Cradden

     

    That is very strange! I expect something got messed up in the source code of the article. I would recommend taking a look at the source code and finding the part where the image is in the article, to see if there's any strange code causing trouble there. You can see how to check the source code here: How can I format the text of the article with the source code?

    This is an example from my test account of what it should look like:

    Worst case, you can do some troubleshooting: remove and re-add the image, or create a new article (that will have no strange source code) and copy all the text over and add the images to that article.

     I hope that helps!

    0
  • Václav Jedlička

    When I activate the help center, how do I integrate it into my website?

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  • Brett Bowser
    Zendesk Community Team

    Hey Václav,

    You'll want to take a look at this article for embedding the Help Center widget into your website :) Using Web Widget to embed customer service in your website

    I hope this helps!

    0

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