Guide enables you to provide end-users with a complete self-service support option and empowers agents to better help customers. Using Guide you can create a branded Help Center that includes a knowledge base and, on Guide Professional and Enterprise, a community and a customer requests portal.
This article contains the following sections:
Documentation
Getting started
- Getting started with Guide: Setting up
- Getting started with Guide: Best practices for self-service
- About Zendesk Guide plan types
- Understanding Guide roles and privileges
Setting up
- Browsers supported by Help Center
- Restricting Help Center access to signed-in users only
- Changing an agent's role to grant Guide Manager privileges
- Understanding Guide user permissions
- Creating user segments for Guide user permissions (Guide Professional and Enterprise)
- Managing user segments (Guide Professional and Enterprise)
- Creating management permissions to define agent editing and publishing rights (Guide Professional and Enterprise)
- Setting agent editing and publishing permissions on knowledge base articles
- Setting view permissions on articles with user segments
- Changing the address of your Help center subdomain (host mapping)
- Configuring the default language for your Help Center
- Enabling search across multiple Help Centers (Guide Enterprise)
- Deactivating your Help Center
- Enabling Google Analytics
- Using Google Tag Manager with your Help Center (Guide Professional and Enterprise)
- Enabling users to vote on articles without signing in
- Enabling Chat for your Help Center (Guide Professional and Enterprise)
- Changing the name of your Help Center
Using themes and customizing
- About the standard theme and custom themes in Help Center
- Using the standard Copenhagen theme in Help Center
- Accessing your Help Center themes
- Editing your Help Center theme
- Editing the code for your live Help Center theme (Guide Professional and Enterprise)
- Branding your Help Center
- Hiding and showing elements in your Copenhagen standard theme
- Customizing your Help Center theme (Guide Professional and Enterprise)
- Setting up the GitHub integration for your Guide theme (Guide Professional and Enterprise)
- Updating your GitHub-managed theme in Guide (Guide Professional and Enterprise)
- Troubleshooting the GitHub integration for Guide themes (Guide Professional and Enterprise)
- Adding multiple article, section, and category templates to your theme (Guide Enterprise)
- Help Center templating guide (Guide Professional and Enterprise)
- Help Center CSS cookbook (Guide Professional and Enterprise)
- Help Center JavaScript cookbook (Guide Professional and Enterprise)
- Help Center templating cookbook (Guide Professional and Enterprise)
- Hiding the Powered by Zendesk logo
Supporting multiple languages
- Configuring your Help Center to support multiple languages
(Guide Professional or Enterprise + Support Professional or Enterprise) - Localizing Help Center content
(Guide Professional or Enterprise + Support Professional or Enterprise) - Managing Help Center translations for articles
(Guide Professional or Enterprise + Support Professional or Enterprise) - Managing Help Center translations for categories and sections
(Guide Professional or Enterprise + Support Professional or Enterprise) - Automating your first localization handoff (Guide Professional or Enterprise + Support Professional or Enterprise)
- What determines the language end-users see (Guide Professional or Enterprise + Support Professional or Enterprise)
Managing your knowledge base
- Organizing Help Center knowledge base content in categories and sections
- Adding subsections to create more levels in your Help Center (Guide Enterprise)
- Displaying subsections in your Help Center (Guide Enterprise)
- Viewing and managing your content hierarchy in Arrange Articles
- Moving sections and articles in the Help Center
- Reordering knowledge base content in the Help Center
- Backing up your knowledge base (Zendesk REST API tutorial)
Working with knowledge base articles
- Creating and editing articles in the knowledge base
- Working with drafts in the knowledge base
- Importing Google docs into your knowledge base
- Migrating existing content to Help Center
- Updating knowledge base articles in bulk
- Viewing article revisions and history (Guide Professional and Enterprise)
- Inserting images in articles
- Inserting videos in articles
- Inserting and editing links in articles
- Using labels on your articles (Guide Professional and Enterprise)
- Help Center article editor toolbar reference
- Creating a ticket from a comment on a knowledge base article
- About Guide Team Publishing (Guide Enterprise)
- Analyzing Guide Team Publishing activity (Guide Enterprise)
- Creating new content for review (Guide Enterprise)
- Staging content updates for an existing article for review (Guide Enterprise)
- Reviewing, approving, and publishing articles (Guide Enterprise)
- Assigning or reassigning articles with Team Publishing (Guide Enterprise)
- Viewing a list of articles in various Team Publishing workflow states (Guide Enterprise)
- Viewing a list of articles where a user segment is applied for view permissions
- Viewing a list of articles with a specific management permission
- Changing the theme template for an article, section, or category in your Help Center (Guide Enterprise)
- Using article lists for different views of your knowledge base content
- Using article lists for different views of your knowledge base content
- Setting reminders to review and verify articles (Guide Enterprise)
- Managing article verification rules (Guide Enterprise)
- Verifying your articles (Guide Enterprise)
- Changing the article owner (Guide Enterprise)
- Viewing a list of all unverified articles that need verification (Guide Enterprise)
- Managing your saved article lists
- Archiving an article to remove it from your knowledge base
- Viewing and restoring deleted articles
- Permanently deleting a knowledge base article
- Keyboard shortcuts for formatting articles
- Adding a note to a Help Center article
- Adding and formatting tables in Help Center articles
Using Content Cues to analyze knowledge base health
- About Content Cues (Guide Enterprise)
- Reviewing articles to archive in Content Cues (Guide Enterprise)
- Reviewing articles to update in Content Cues (Guide Enterprise)
- Reviewing suggested Support topics in Content Cues (Guide Enterprise)
- Dismissing and resolving Content Cues (Guide Enterprise)
Spam prevention and content moderation
Reporting
- Analyzing Help Center search results (Guide Professional and Enterprise)
- Analyzing Help Center knowledge base activity (Guide Professional and Enterprise)
- Google Analytics and Help Center - Part 1: Asking the right questions
- Google Analytics and Help Center - Part 2: Measuring the effectiveness of search
- Google Analytics and Help Center - Part 3: Tracking customers' actions
- Google Analytics and Help Center - Part 4: Fine-tuning Help Center
- Google Analytics and Help Center - Part 5: Capturing Help Center user data
- Help Center user segmentation using Google Analytics custom variables
Working with Answer Bot
- Answer Bot resources (Guide Professional and Enterprise)
Working with the Knowledge Capture app
Best practices and recipes
Agent and end-user
- Help Center guide for end-users
- Submitting and tracking support requests in Help Center (Guide Professional and Enterprise)
- Viewing your Help Center activity for articles, posts, and comments in your Support profile
Developer reference
- Help Center API
- Help Center Templates (Curlybars)
Guide advice and troubleshooting
Training
- Zendesk Guide 1 (paid training)
Community
- Guide community tips for Help Center
- How Squarespace surpasses customer expectations with 24/7 self-service
(on-demand webinar) - The data-driven path to building a great Help Center (blog)
- Team up on self-service with Team Publishing (blog)
- Beautiful Help Centers (Pinterest page)
- Full Circle: Increase your end-user experience with Zendesk Guide
- Fine Tuning: Blueprinting your Help Center
- Fine Tuning: Help Center Customization
- Fine Tuning: The beauty of self-service
10 Comments
Hi Nora,
The links to both the videos are not working, as in the videos are both not available anymore according to YouTube.
Thanks!
Just a heads-up: Your notification of the UI changes at the top here says the UI roll-out begins May 18th but if you go to the linked article it says it starts April 18th. And we've seen the changes described in our help center (yay!).
Just added two new articles:
Hi Alosio, you can view the French version of our articles by changing your language at the top of Help Center.
Two new links for Guide resources:
I added a new article for Viewing article revisions and history.
Also, I added a link to the list of Answer Bot resources.
Two great new resources for Guide and self-service:
(on-demand webinar)
Hi Jennifer,
How can we add more question options to the Submit a Request form? We'd like to ask a few more questions from our subscribers. We'd like to ask what type of device they are using, and we'd also want them to provide the url they are working on. Please let me know how to add these options to the form.
cheers,
Dammy
Hi Dammy,
Yes! You can create custom fields for that. Take a look at this article:
https://support.zendesk.com/hc/en-us/articles/203661496
Good luck!
What do I need to do to display a preview of a support article above the title of article when it displays in a list format on a section or category page using the Copenhagen theme?
Hi Henry,
You'd need to customize your theme to do that. Try asking the community for help here:
https://support.zendesk.com/hc/en-us/community/topics/360000031188-Guide-Themes-and-Customization
Good luck!
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