Help Center guide for end-users Follow

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The Help Center is designed to provide end-users with a complete self-service support option. They can get information from the knowledge base or turn to the community for answers. If they can't find an answer, they can submit a request to an agent.

Topics covered in this article:

Finding information in the Help Center

You can use search to find information in both the knowledge base and the community at the same time. The search results are displayed in two columns, with one column listing the knowledge base results and the other listing the community results.

You can browse the content in one or the other by clicking Knowledge base or Community. See the following sections for more information.

Note: The Help Center might not offer both knowledge base and community. It depends on how the Help Center is set up.

Getting around the knowledge base

The knowledge base consist of categories, sections, and articles. Articles are grouped in sections, and sections are grouped in categories.

To get around the knowledge base, you can use search or browse categories and sections. If available, use breadcrumbs to go home or to a parent section or category. Depending on how your Help Center is configured, you may also have links to browse recently viewed articles, related articles, or promoted articles. You can subscribe to sections or articles so that you're notified when somebody creates an article or comments on an article.

Getting around the community

The community is where you can post questions or ideas or provide answers. Community posts are associated with topics of discussion.

You can use search to get around the community or browse the community discussion topics. There are also sorting options available (see Sorting content in Community). You can subscribe to topics or posts so that you're notified when somebody creates a post or comments on a post.

Sorting content in the community

You can view content in community by browsing topics or by showing all the posts in community, regardless of topic. Within topics you can sort posts by newest, recent activity, votes, or comments. Within a post, you can sort comments according to date or votes.

Note: The Help Center might not offer both knowledge base and community. It depends on how the Help Center is set up.

To show all posts across all topics

  • On the community landing page, click the arrow beside Community, then select Show all posts.

    All of the community posts appear in a list, regardless of which topic they are associated with. To show all topics again, select Show topics.

To sort community posts within a topic

  • In a community topic, select one of the following options:
    • Newest - (Default) Lists posts in the order they were created, starting with the most recently created
    • Recent activity - Lists posts in the order of recent comments, starting with the post that most recently received a comment
    • Votes - Lists posts in order by votes, starting with the post that has the most votes
    • Comments - Lists posts in order by comments, starting with the post that has the most comments

To sort comments in a topic by date or votes

  • In a community post, select Dates or Votes to sort the comments by the date the comments were made or by the number of votes the comments have.

    Comments appear chronologically by default, with the oldest comment appearing first.

Participating in the community

If the Help Center includes community, you can participate in the community by making a post or a comment to ask questions, provide answers, or share ideas, among other things. 

You can vote on others' contributions. You can view all your own contributions in one place. You can also track issues by following discussion topics or specific posts. You'll be notified by email when somebody creates a post or adds a comment.

Before you post in community, it's always a good idea to run a quick search to see if the question has already been answered in the community. Your fellow users will appreciate not having to answer the same question over and over again.

To make a community post

  1. Click New post in the top-right side of any community page.

    Note: If you don't see the New post button, look for the Post a Question or Idea button instead.

  2. Enter a Title for your post.
  3. Enter Details, which might be anything, including a question, feature request, or tip.

    Use the formatting toolbar as needed. If you want to add an image, the maximum file size is 2MB.

  4. Select a Topic for the post from the drop-down menu, if you want to change the selected topic.
  5. Click Submit.

To view all your contributions to the community

  1. Click your profile icon on the upper-right side of any page, and then click My activities.
  2. Click Contributions.

  3. Click any link to go to your contribution.

To follow a discussion topic or post

  1. Click the topic or post.
  2. Click Follow button next to the topic title or question.

    Note: When you follow a topic, you might be given the option to choose whether you'd like to be notified for only new posts in the topic or for all new posts and all comments made to posts in the topic.

To manage the community items you're following

  1. Click your profile icon on the upper-right side of any page, and then click My activities.
  2. Click Following.
  3. Make any change to the community items you're following.

Submitting and tracking support requests

You must be signed in as an end-user to submit and track support requests in Help Center.

Note: The Help Center might not offer the option to submit support requests. It depends on how the Help Center is set up. This section describes the default options for submitting and tracking support requests, without any customization.

Submitting a support request

You must be signed in to submit support requests in Help Center.

Note: The support request form might contain more fields than those described in this section. It depends on how the Help Center is set up.

To submit a support request in Help Center

  1. Click Submit a request at the top of the page.
  2. If the CC option is enabled for the Help Center and you are signed in, you can add an email address to copy a user on the ticket.

    To copy multiple users, use a comma to separate each email address.

  3. Enter a subject and description of the problem.

    As you enter a subject, a list of suggested articles in the knowledge base appears. You can click one of the articles instead of submitting the request. Encouraging end-users to look for answers in the knowledge base can deflect tickets.

  4. If you belong to multiple organizations, select the organization for this support request.
  5. Add any attachments.

    The file size limits are 1 MB for Essential, 7 MB for Team, and 20 MB for Professional and Enterprise.

  6. Click Submit.

Updating a support request by email

End-users can update an existing support request ticket with a comment by email.

Your email must reference an existing ticket ID, using the proper syntax, in plain text. You must have permission to update the ticket, either as the ticket requester, a CC on the ticket, or a member of a shared organization for the ticket.

To update an existing support request by email
  1. In your email client, create a new email message or forward an existing email.

    The email is to the support team. The subject can be anything you want.

  2. At the top of body of the email, enter the ticket ID for an existing support request using the following syntax:
    #id ticketnumber

    For example:

    #id 123456
  3. Leave one blank line after the ticket ID.
  4. Enter the comment you want to add to the ticket after the blank line.

    Your email should look something like this.

  5. Send the email.

Updating a support request in My Activities with a comment, CC, or organization

You can update any existing support request that is not closed with a comment.

You can also add CCs (if enabled in the Help Center) to an existing support request. And if you belong to multiple organizations, you can also change the organization for a support request when you view it in Help Center.

To update an existing support request

  1. Click your profile icon on the upper-right side of any Help Center page, and then click My activities.

    By default, the My Activities page displays all requests that you have submitted.
  2. Click the link for the request you want to update.
  3. Add a comment to update the request.
  4. (Optional) If the CC option is enabled for the Help Center and you are signed in, you can add an email address to copy a user on the ticket

    When you add a CC to an existing ticket, you must also add a comment.

  5. (Optional) If you belong to multiple organizations, you can change the organization for the support request.
  6. Click Submit.

Tracking your support requests

You can use the Help Center to track your support requests.

If you belong to multiple organizations, you can also change the organization for a support request when you view it in Help Center.

To track your support requests

  1. Click your profile icon on the upper-right side of any Help Center page, and then click My activities.

    By default, the page displays all requests that you have submitted. In Zendesk Suport, an open request is a ticket that's been assigned to an agent who is working to resolve it. A request awaiting your reply is a ticket that's been assigned to an agent, but the agent is waiting for more information from you before resolving the ticket.

  2. To see a filtered view of all your requests, enter a search term in the Filter Requests box or select a request status from the Status menu.
  3. To see details about a request, click the request title.

    If you belong to multiple organizations, you can change the organization for a support request when you view details for that request.

Tracking your organization's support requests

As an end-user you can be a member of one organization or multiple organizations. If you're a member of a shared organization, you can see tickets for all members of that organization. 

Note: A shared organization must be set up by an administrator. For more information, see Setting up a shared organization for end-users.

To track your organization's support requests

  1. Click your profile icon on the upper-right side of any page, and then click My activities.

  2. Click the Organization Requests link on the My Activities page to see all the requests in your organizations.

    The link appears only if you're a member of a shared organization.

  3. To see details about a request, click the request title.

    You can add comments to a request if an administrator has set it up. For more information, see Setting up a shared organization for end-users.

To subscribe to requests for a shared organization
  1. Click your profile icon on the upper-right side of any page, and then click My activities.
  2. Click the Organization Requests link on the My Activities page to see all the requests in your organizations.

    The link appears only if you're a member of a shared organization in Zendesk.

  3. Click Follow.

    Note: If the Follow button is not available, you might need to ask your administrator to add it to your Help Center theme (see Add Follow/Unfollow for users in a shared organization).

    You will now receive notifications for new and updated request in your shared organization.

Marking a request as solved

You can withdraw a request by marking it as solved. The request must be assigned to an agent before you can mark it as solved.

To mark a request as solved

  1. Click your profile icon in the upper-right side of any page, and then click My activities.
  2. Click the title of an open request to open it.
  3. Select the option on the lower side of the request to mark it as solved.
  4. Enter any comment you want in the reply and click Add Reply.

Creating a follow-up to a solved request

You can reopen a solved request by creating a follow-up ticket.

To create a follow-up to a solved request

  1. Click your profile icon in the upper-right side of any page, and then click My activities.
  2. Click All my requests in the sidebar.
  3. Click the title of a solved request to open it.
    Tip: If you have a long list of requests, filter the view by selecting Solved from the Status menu.
  4. Click the link on the lower side of the request to create a follow-up request.
  5. Complete the follow-up request and click Submit.

Subscribing in the KB and following in the community

You can subscribe to sections or articles in the knowledge base and you can follow posts in topics in the community. When you subscribe or follow, you will be notified by email when new articles, posts, or comments are added. You will not be notified when updates are made to existing articles or posts.

You can view and modify all your subscriptions in one place. You must be signed in as an end-user to manage your subscriptions.

Note: The Help Center might not offer both knowledge base and community. It depends on how the Help Center is set up.

To subscribe to a knowledge base section or article

  1. Navigate to the section or article.
  2. Click the Subscribe button on the right side.

    In sections, you can subscribe to articles only or to articles and comments.

    If you choose the second option, you'll also be notified every time somebody makes a comment. This is the default behavior for article subscriptions.

To follow a community post or topic

  1. Navigate to a topic or post.
  2. Click the Follow button on the right side.

    In topics, you can subscribe to posts only, or to posts and comments.

To manage your subscriptions

  1. Click your profile icon on the upper-right side of any page, and then click My activities.

    Note: You must be signed in as an end-user to see the link.
  2. Click Following.

  3. Make any changes to your subscriptions.

    Unsubscribing removes the subscription from the page.

Editing the description in your Help Center profile

You can edit your Help Center profile from any Help Center page to change your description.

To edit your profile

  1. Click your profile icon on the upper-right side of any Help Center page, and then click My profile to display your profile.

  2. In your profile, click Edit profile.

  3. Enter text in the Description field, then click Update.

    You cannot edit your name, avatar, phone number, or email address here. That information is set in your user profile, which you can edit by clicking your user profile icon in the top-right corner, then clicking View profile page. See Updating your user profile and password.

Have more questions? Submit a request

Comments

  • 0

    Hello,

    I looked for the whole day, but i couldn't figure out how to allow the End-users to edit their complete profile.

    They can well change their name, image, telephone and e-mail (even their password), but nothing more. Shouldn't they be able to edit the "details" or the "notes" fields ?

    Beside, i created a Custom User field. Couldn't it be editable also by the end-users themselves ?

    The option "Allow users to view and edit their profile data" is well checked in the parameters.

    Thanks in advance for your answer.

    Xavier Liégeois

    Edited by Xavier Liégeois
  • 0

    Hi Xavier,

    The built in functionality of the Help Center does not allow for any more fields outside of the 4 you mentioned to be edited by the end-user. This includes custom fields and the two fields you mentioned (details and notes).

    If you are looking to make this available to your end-user you may be able to develop something using our API. If you take a look at our Developer Portal, https://developer.zendesk.com/, you will find Zendesk's API, Apps, and SDK documentation.

    Off the top of my head, you could create a web form to display the fields you'd like to display and allow users to edit those fields. But like I said, this is not built in functionality and what you are seeing right now with regards to how the Help Center is functioning is all that is available "out-of-the-box."

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