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 Enterpris, a community and a customer requests portal.
If you want to learn more about reducing the load on your agents by building a customer Help Center, check out the Self Service: Setting and Customizing Guide training course.
Documentation
Getting started
- Getting started with Guide: Setting up
- Getting started with Guide: Best practices for self-service
- About Zendesk Guide plan types
- Migrating existing content to Help Center
Setting up
- Understanding Guide roles and setting permissions
- Browsers supported by Help Center
- Restricting Help Center access to signed-in users only
- Creating user segments to restrict access to your Help Center (Guide Professional and Enterprise)
- Viewing user segments and where they are applied (Guide Professional and Enterprise)
- Editing user segments (Guide Professional and Enterprise)
- Deleting user segments (Guide Professional and Enterprise)
- Changing the address of your Help center subdomain (host mapping)
- 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
- 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
- Customizing your Help Center theme (Guide Professional and 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
Localizing
- 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)
- Creating and editing articles in the knowledge base
- Working with drafts in the knowledge base
- Importing Google docs into your knowledge base
- Viewing article revisions and history
- Inserting images in articles
- Inserting videos in articles
- Using labels on your articles (Guide Professional and Enterprise)
- Help Center article editor toolbar reference
- About Team Publishing (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)
- Organizing Help Center knowledge base content in categories and sections
- Restricting access to Help Center knowledge base content
- Using article lists for different views of your knowledge base content
- 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
- Backing up your knowledge base (Zendesk REST API tutorial)
- Keyboard shortcuts for formatting articles
- Help Center guide for end-users
- Adding a note to a Help Center article
- Adding and formatting tables in Help Center articles
Using community
- Managing Help Center community posts (Guide Professional and Enterprise)
- Managing Help Center community discussion topics (Guide Professional and Enterprise)
- Restricting access to community content (Guide Professional and Enterprise)
- Submitting and tracking support requests in Help Center (Guide Professional and Enterprise)
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 and Enterprise)
- Analyzing Help Center search results (Guide Professional and Enterprise)
- Analyzing Help Center community and knowledge base activity (Guide Professional and Enterprise)
Working with Answer Bot
- Answer Bot resources (Guide Professional and Enterprise)
Working with the Knowledge Capture app
- Working with the Knowledge Capture app (Guide Professional and Enterprise)
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
Developer reference
- Help Center API
- Help Center Templates (Curlybars)
Comments
5 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.
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