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, a community and a customer requests portal.
Documentation
Setting up
- Getting started with Guide
- About Zendesk Guide plan types
- Understanding Guide roles and setting permissions
- Restricting Help Center access to signed-in users only
- Creating user segments to restrict access to your Help Center (Guide Professional)
- Viewing user segments and where they are applied (Guide Professional)
- Editing user segments (Guide Professional)
- Deleting user segments (Guide Professional)
- Changing the address of your Help center subdomain (host mapping)
- Deactivating your Help Center
- Enabling Google Analytics
- Enabling users to vote on articles without signing in
- Browsers supported by Help Center
Customizing
- Branding your Help Center
- Customizing your Help Center theme
- Help Center templating guide
- Enabling chat for your Help Center
- Help Center CSS cookbook
- Help Center JavaScript cookbook
- Help Center templating cookbook
- Changing the author of an article with the API
- Displaying an alternative author on your articles
- Displaying satisfaction ratings and overall score in Help Center
Localizing
- Configuring your Help Center to support multiple languages (Guide Professional + Support Professional or Enterprise)
- Localizing Help Center content (Guide Professional + Support Professional or Enterprise)
- Managing Help Center translations for articles (Guide Professional + Support Professional or Enterprise)
- Managing Help Center translations for categories and sections (Guide Professional + Support Professional or Enterprise)
- Creating and editing articles in the knowledge base
- Working with drafts in the knowledge base
- Inserting images in articles
- Inserting videos in articles
- Help Center article editor toolbar reference
- Organizing Help Center knowledge base content in categories and sections
- Restricting access to Help Center knowledge base content
- Help Center guide for end-users
- Using article lists for different views of your knowledge base content
- Archiving an article to remove it from your knowledge base
- Viewing and restoring archived articles
- Backing up your knowledge base (Zendesk REST API tutorial)
Using community
- Help Center guide for end-users
- Managing Help Center community posts (Guide Professional)
- Managing Help Center community discussion topics (Guide Professional)
- Restricting access to community content
- Submitting and tracking support requests in Help Center
Spam prevention and content moderation
- About Help Center spam prevention
- Filtering spam posts in Help Center
- Marking content as spam and removing it from Help Center
- Moderating end-user content in Help Center (Guide Professional)
- Analyzing Help Center search results (Guide Professional)
- Analyzing Help Center community and knowledge base activity (Guide Professional)
Support team tech notes
Tech notes from our support team
Best practices and recipes
- Self-service best practices docs and tips
- 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
Comments
2 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!).
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