Getting started with Guide: Setting up

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47 Comments

  • Brett - Community Manager
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    Thanks for sharing Ariel!

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

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  • Jack Smith
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    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?

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  • Brett - Community Manager
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    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
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    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 - Community Manager
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    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!

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  • Miyahara KEIKO(宮原 恵子)
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    Hello! Could you help me with how to add user profile fields, so that customers can input their department name & their title? 

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  • Maggie Ungerboeck
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    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

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  • Mark Hinson
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    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 - Community Manager
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    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
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    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 - Community Manager
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    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
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    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

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  • Charles Nadeau
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    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.

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

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  • Sophie McMonagle
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    Thanks Chris Taylor, I've fixed the link!

    1
  • Edzi
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    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.

     

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  • Maggie Ungerboeck
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    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

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