Guide resources

Welcome to Zendesk Guide, this page contains resources to help you set up and use Zendesk Guide. 

Select your plan to filter resources:   

Guide Professional Guide Enterprise Suite Team / Growth / Professional Suite Enterprise / Enterprise Plus

On this plan you can provide end-users with a complete self-service support option. Plus you get custom themes and integrations, internal knowledge base, user permissions, customer portal, and agent article flagging and creation.

On this plan you can provide end-users with a complete self-service support option. You have all the great features of the lower plans, plus advanced user permissions, article lifecycle management with team publishing, multiple theme templates, and Content Cues to analyze knowledge base health.

This article contains the following sections:

• Setup
• Theming
• Knowledge base
• Tickets and agents
• Reporting
• Add-ons
• Other resources

Setup

Getting started

About Zendesk Guide plan types Evaluating your Zendesk Guide trial account Getting started with Guide for your help center: Setting up Getting started with Guide: Best practices for self-service Using Support and Guide together Using different search methods in the help center

Best practices for finding customer issues to start your knowledge base About help center end-user search About Federated Search in your help center About search engine optimization (SEO) in your help center Understanding Guide roles and privileges Self-service best practices docs and tips Privacy and data protection law resources for Guide

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Setting up

Browsers supported by Help Center Restricting help center access to signed-in end-users Changing an agent's role to grant Guide admin privileges Understanding Guide user permissions Setting agent editing and publishing permissions on knowledge base articles Setting view permissions on articles with user segments Enabling Chat for your help center  Creating user segments for Guide user permissions Managing user segments Adding an individual user to a segment in Guide Implementing cookie consent in your help center Configuring Guide settings Creating management permissions to define agent editing and publishing rights

Changing the address of your help center subdomain (host mapping) Configuring the default language for your Help Center Deactivating your Help Center Enabling Google Analytics for your help center Enabling users to vote on articles without signing in Changing the name of your Help Center Using Google Tag Manager with your Help Center Enabling search across multiple Help Centers (Enterprise) Guide product limits for Help Center Setting up a requests-only (tickets-only) help center

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Theming

Managing your theme

About the standard theme and custom themes in Help Center Using the standard Copenhagen theme in Help Center Accessing your help center themes Adding a help center theme to Guide Editing your help center theme Working on a theme locally Previewing theme changes locally Previewing your help center theme Using your own theme assets for your help center

Using Guide themes from the Zendesk Marketplace Managing your help center themes Managing Guide themes from the Zendesk Marketplace Changing the live theme of your help center Branding your Help Center Creating a help center for one of your brands Hiding and showing elements in your Copenhagen standard theme

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Customizing your theme

Editing the code for your live help center theme Customizing your help center theme Setting up the GitHub integration with your Guide theme Updating your GitHub-managed theme in Guide Troubleshooting the GitHub integration with Guide themes Importing and downloading your theme and manifest file

Help center templating guide Help center CSS cookbook Help center JavaScript cookbook Help center templating cookbook  About Guide templating versions Adding multiple article, section, and category templates to your theme (Enterprise) Displaying satisfaction ratings and overall score in your help center Applying CSS classes in Content Blocks

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Knowledge base

Setting up and managing your knowledge base

Organizing knowledge base content in categories and sections Viewing and managing your content hierarchy in Arrange Articles Moving articles between help center sections Adding subsections to create more levels in your help center  Reordering knowledge base content in the Help Center Backing up your knowledge base (Zendesk REST API tutorial) Allowing unsafe HTML in help center articles

Displaying subsections in your help center  Enabling content blocks for reusing content in articles Managing content blocks Best practices: Four steps to a streamlined knowledge base Best practices for driving traffic to your knowledge base and community How product docs are produced at Zendesk Best practices for creating an internal knowledge base Using the metrics that matter to improve your knowledge base

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Creating and editing 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 your help center Inserting images in articles Inserting videos in articles Inserting and editing links in articles Help center article editor toolbar reference Viewing article revisions and history Viewing article events in History view Creating and inserting reusable information with content blocks Keyboard shortcuts for formatting articles

Archiving an article to move it out of your knowledge base Viewing and restoring deleted articles Viewing and restoring archived articles Permanently deleting a knowledge base article Adding a note to a help center article Adding and formatting tables in help center articles Updating knowledge base articles in bulk Using labels on your help center articles Changing the article owner Displaying an alternative author on your articles Best practices: Developing your content for your knowledge base

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Managing articles and workflows

Creating a ticket from a comment on a knowledge base article Managing your saved article lists Setting reminders to review and verify articles  Managing article verification rules  Verifying your articles  Viewing a list of all unverified articles that need verification  Changing the theme template for an article, section, or category in your help center  Scheduling articles for publishing and publishing  Disabling comments for an article Promoting an article to the top of the section Changing the author of an article

Using article lists for different views of your knowledge base content Answer Bot resources  About Guide Team Publishing  Analyzing Guide Team Publishing activity  Creating new content for review  Staging content updates for an existing article for review  Reviewing, approving, and publishing articles  Assigning or reassigning articles with Team Publishing  Viewing a list of articles in various Team Publishing workflow states

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Managing permissions with user segments

Understanding Guide user permissions Setting view permissions for the Help Center Creating user segments for Guide user permissions Managing user segments Enabling and disabling profiles in your help center

Restricting help center access to signed-in end users Viewing a list of articles where a user segment is applied for view permissions  Viewing a list of articles with a specific management permission

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Supporting multiple languages

Creating and managing translated content for your knowledge base Configuring your help center to support multiple languages Managing help center translations for articles Changing your help center design based on your end-user language

Localizing help center content  Managing help center translations for categories and sections  Automating your first localization handoff What determines the language end-users see Managing translations for categories and sections

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Using Content Cues for knowledge base health

Understanding Content Cues Dismissing and resolving Content Cues  Reviewing suggested Support topics in Content Cues

Reviewing articles in Content Cues Reviewing articles to archive in Content Cues Viewing and restoring archived articles

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Tickets and agents

Agent and end-user guide

Help center guide for end-users Submitting and tracking support requests in the help center customer portal Accessing request forms About Knowledge in the Agent Workspace

Viewing your help center activity for articles, posts, and comments in your Support profile Enabling agents to manage requests in the help center customer portal Adding or editing your help center alias Editing your help center profile

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Using the Knowledge Capture app

Installing the Knowledge Capture app Opening the Knowledge Capture app Changing the Knowledge Capture app location Workflows for created and flagged articles using the Knowledge Capture app Creating articles with the Knowledge Capture app Creating templates for the Knowledge Capture app Disabling agents from flagging or creating articles in the Knowledge Capture app  Flagging articles with the Knowledge Capture app

Changing the search behavior for multiple brands in the Knowledge Capture app Searching and linking articles using the Knowledge Capture app Analyzing your Knowledge Capture activity Disabling users from solving their tickets based on articles linked with the Knowledge Capture app Viewing a list of articles created using the Knowledge Capture app Knowledge Capture app resources

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Spam prevention and content moderation

Filtering spam posts in Help Center Marking content as spam and removing it from your help center About help center spam prevention

Moderating end-user content in your help center Using the spam filter to prevent spam in your help center

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Reporting

Using built-in dashboards

Guide reporting tools for measuring self-service Analyzing help center search results  Analyzing knowledge base activity without Explore

Analyzing your Knowledge Capture activity  Analyzing Guide Team Publishing activity (Enterprise) Analyzing your knowledge base activity with Explore

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Using Google Analytics

Enabling Google Analytics Google Analytics - Part 1: Asking the right questions Google Analytics - Part 2: Measuring the effectiveness of search Help center user segmentation using Google Analytics custom variables

Google Analytics - Part 3: Tracking customers' actions Google Analytics - Part 4: Fine-tuning Help Center Google Analytics - Part 5: Capturing help center user data

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Add-ons

Answer Bot

Quickstart guide: Answer Bot Answer Bot resources Understanding everywhere you can use Answer Bot Best practices: Boosting your Answer Bot click-through rate with conditional email text Understanding how Answer Bot works with your content Languages supported by Answer Bot Configuring Answer Bot for the Web Widget Enabling Answer Bot in the Web Widget Disabling Answer Bot Using Answer Bot in email notifications Improving your Answer Bot suggest rate Optimizing your articles for Answer Bot

Using Answer Bot with your web forms Viewing and managing your Answer Bot settings Creating and managing triggers for Answer Bot Analyzing your Answer Bot activity Troubleshooting: Answer Bot isn't suggesting articles Best practices: Preparing to use Answer Bot Best practices: Setting up Answer Bot triggers, views, and workflows Best practices: Using labels in Answer Bot triggers Best practices: Answer Bot customer service for agents Best practices: Helping Answer Bot find the right articles more easily

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Other resources

Developer reference

Guide developer resources  Setting up the Atlassian Statuspage integration for Guide  Host mapping - Changing the URL of your Help Center  Help center CSS cookbook  Importing or upgrading jQuery

Preparing an SSL certificate for upload to Zendesk  Help center API  Help center Templates (Curlybars)  Using the help center templating language  Customizing the settings panel

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Website and community resources

Guide community tips for Help Center The data-driven help center (blog) Full Circle: Increase your end-user experience with Zendesk Guide Hiding the Powered by Zendesk logo Best practices: Managing and optimizing your self-service channels Best practices: Self-service docs and tips

Beautiful Help Centers (Pinterest page) Unlock the power and potential of your agents with Zendesk Guide Fine Tuning: Blueprinting your Help Center Fine Tuning: Help center customization Fine Tuning: The beauty of self-service

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