- Branded customer-facing support site
- Knowledge base, for publishing self-service content
- Community, available on Guide Professional, for customer collaboration
- Customer portal, where customers submit tickets and, on Guide Professional, also manage their tickets
Your end-users can use the information in the knowledge base or turn to the community (if enabled) for answers. If they can't find an answer, they can submit a request to an agent. Agents can use the knowledge base to help solve tickets faster.
With Guide you can manage your content and deliver it in multiple languages in Help Center. You can customize the look and feel of your Help Center and decide which features to include.
This article covers the following topics:
Anatomy of the Help Center
The Help Center consists of a knowledge base and a community platform.
Use the knowledge base for the official content provided by your company or organization. The Help Center consists of three main page types: category landing pages, section landing pages, and articles.
Here's how each category is structured:
Category landing pages - Top-level organizing containers of the Help Center. Categories contain sections and sections contain articles. You can use categories as content portals for different products or services.
If you have only one category in your Help Center, then the category itself is hidden to end-users, and they see only the sections that are in your Help Center.
Section landing pages - Collections of related articles. You can assign viewing permissions to sections. For example, sections can be viewable by everyone, only signed-in users, signed-in users with tags, or only agents.
Articles - Content items such as tech notes or help topics.
Community (Guide Professional)
The community is where you can create and comment on posts to pose questions, provide answers, or share ideas. Most posts are associated with discussion topics.
Community posts can include ideas, tips, or any other community items. Answers can include observations, clarifications, praise, or any other response that's part of a typical community discussion.
Enabling Help Center in setup mode
The Help Center is not deployed by default. You must enable it in setup mode, prepare it for release, and then activate it.
When Help Center is in setup mode, it is hidden from end-users and is visible to administrators and agents only.
To enable Help Center in setup mode
- Sign in to Zendesk Support as an administrator.
- Click the Zendesk Products icon () in the top bar, then select Guide.
- In the page that appears, accept the terms and condition, then click Enable Guide.
Your Help Center is created using the default theme. You can customize the theme and add content while it's in setup mode. For next steps, see Preparing your Help Center for release.
To go back to Support, click the Zendesk Products icon () in the top bar, then select Support.
To open your Help Center from the Support agent interface, click the Zendesk Products icon () in the top bar, then select Guide.
Preparing Help Center for release
While your Help Center is in setup mode, you can prepare it for release. During this time, end-users cannot view your Help Center.
These are some of the steps you can take to prepare your Help Center.
To prepare Help Center for release
- Do some planning for how your will build and launch your Help Center (see Lisa Painter's Fine tuning: "Blueprinting" your Help Center).
Be sure to check out Pinterest page of beautiful Help Centers for inspiration.
- Adjust the look and feel of the Help Center in setup mode.
- Brand your Help Center by adding your product logo and your brand's colors and web fonts (see Branding your Help Center).
- Customize your Help Center. If you're a web designer or a web-savvy administrator, you can make more extensive customizations by editing the page code (see Using themes and templates to customize your Help Center). Also, check out the Help Center tips from our community.
- Test your design by viewing your Help Center as end-users or anonymous users.
Only agents and administrators can access the Help Center while it's in setup mode. To see what the Help Center looks like to end-users or anonymous users, click Preview in the Theme editor when customizing the Help Center, then select a role in the lower-right corner.
Be sure to test in different browsers. See the list of browsers supported by Help Center.
- Add your content to the Help Center.
- Migrate content from an existing knowledge base or community, if you want (see Migrating existing content to Help Center).
- Create knowledge base categories and sections (see Organizing your Help Center knowledge base content in categories and sections).
If you migrated content from another system, you won't need to create categories and sections.
- Add articles to your knowledge base (see Working with articles in the knowledge base).
If you're starting from scratch, check out Best practices: Finding issues to populate your knowledge base.
- Create community discussion topics (see Managing Help Center community discussion topics). If you don't want community, you can disable it (see Disabling your Help Center community).
Note: Community is available during the Guide trial and if you purchase Guide Professional. Community is not available on Guide Lite.
- Restrict access to content as you'd like (see Restricting access to knowledge base content).
- Create localized versions of the Help Center if you have customers in other countries (see Localizing the Help Center).
Note: Multiple languages are available if you have Support Professional or Enterprise and Guide Professional, either during the Guide trial or as a purchased plan type.
- Add any Guide Managers (see Understanding Guide roles and setting permissions).
Activating Help Center
When you're ready, you can activate your Help Center and make it live for end-users. You must be a Zendesk Support administrator to enable Help Center. Guide Managers who are not Support administrators cannot enable Help Center.
To activate Help Center
- In Guide, click the Settings () icon in the sidebar, then select Help Center settings.
- In the Activate Help Center box at the top, select the Activate.
- Click Activate again to confirm that you want to activate your Help Center.
- Click Enable spam filter or Don't enable spam filter (see Using the spam filter to prevent Help Center spam).
Your Help Center is activated and is now visible to end-users. If you need to deactivate your Help Center, see Deactivating your Help Center.