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
Getting started
- Getting started with Guide: Setting up
- Getting started with Guide: Best practices for self-service
- About Zendesk Guide plan types
Setting up
- 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
- Using Google Tag Manager with your Help Center (Guide Professional)
- Enabling users to vote on articles without signing in
- Browsers supported by Help Center
- Providing targeted support with Zendesk Chat
Customizing
- Branding your Help Center
- Customizing your Help Center theme
- Help Center templating guide
- 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
- Viewing article revisions and history
- Inserting images in articles
- Inserting videos in articles
- Using labels on your articles (Guide Professional)
- 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)
- Keyboard shortcuts for formatting articles
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 (Guide Professional)
- 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)
Working with Answer Bot
Working with the Knowledge Capture app (early access only)
- Installing the Knowledge Capture app (early access)
- Using the Knowledge Capture app (early access)
- Creating templates for the Knowledge Capture app (early access)
- Analyzing your Knowledge Capture activity (early access)
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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