Updates to the Zendesk Help Centers

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36 Comments

  • Ariya. Rafei
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    Tankiyou

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  • Madison Davis
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    Thanks for reporting that, Jacob! We're taking a look right now. Update to come momentarily!

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  • Madison Davis
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    Hi Abdul, could you refresh the page and let us know how it looks?

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  • Nicole - Community Manager
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    Hi Sankar -

    For assistance with email and password, please reach out to support@zendesk.com.

    5
  • Nicole - Community Manager
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    Hi Dan and Kourtney - 

    So glad to hear that you like the design! 

    While it will not be released as a theme, this level of customization is currently available to all customers on Guide Professional and up, and can be accomplished by anyone with some development resources. 

    We are working on putting together an AMA here in the community so that you can ask questions and learn how to customize your own Help Center from the engineering team that put it together. Our goal is to empower our customers to extend the Zendesk platform, and we definitely want to share what we've done here with all of you. 

    Thanks for your positive feedback, and I'll be sure to share here as soon as we have the details on the AMA. 

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  • Kourtney Stuthard
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    We would also like to know if the theme you are using for the Zendesk help center will be available to users, it looks fantastic! We would love to have it for our own knowledge base.

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  • Jacob Riverso
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    Thanks Madison! Seems to be working as expected now!

    4
  • Nicole - Community Manager
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    Hi all - 

    A quick update here: the dev team is really excited to "pull back the curtain" and share with you how they put this all together. We're going planning the AMA type of discussion with them in early January. I'll post again when we have the specifics, but wanted to give you an ETA. Stay tuned!

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  • Abdul Qabiz
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    One more screenshot: https://share.icloud.com/photos/0BbP3Ce-Sb8qeSNBnkOIkjcHg

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  • Jessie Schutz
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    Hi Abdul!

    I've reported this and we've put it on our fix list! Thanks for letting us know.

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  • Kourtney Stuthard
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    @Bradley Kyle Retzlaff, AMA = Ask Me Anything. Basically, it's a chance for us to ask their team any questions we have.

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  • Madison Davis
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    Thanks for your patience, Jacob. Could you refresh the page and attempt again?

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  • Dan Smith
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    Curious if these changes will be available as a Theme for us to use as well?

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  • Thomas D'Hoe
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    Looks good.

     

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  • Thomas D'Hoe
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    Hi Nicole,

    Do you already have any updates for the AMA?

    Thanks.

    Thomas

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  • Nicole - Community Manager
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    You're welcome, Justin! We look forward to being able to share more in the near future.

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  • Michael Spink
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    Is there any update as to when the AMA will take place?

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  • Nicole - Community Manager
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    Hi Michael - 

    We're waiting on some final approvals, but then we'll have a date. I hope to be able to finalize it this week. 

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  • Abdul Qabiz
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    I refreshed after many hours and a few things look good but some texts are going outside.

    Please see: https://share.icloud.com/photos/0No6dkYJPMJ49BaqjcnaPEGqw

    Thank you

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  • Justin
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    Hi Nicole,

    Was there an active git repository with the source for this help center design? Or if I want something similar I'll need to build it from scratch?

    Also, as Jacob pointed out, I have noticed that the "Add to conversation" link in ticket replies has ceased to function on my help center too. 

    Thanks,
    Justin

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  • Madison Davis
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    Hi, Tim! The update was just to our own Help Centers (support.zendesk.com and some of the others you see in the "Help Centers" dropdown at the top of this page!). We don't have any plans to release the theme for customer use, but as Nicole mentioned, we will be hosting an Ask Me Anything discussion in early January if you'd like to know more about how it was built from the engineers who built it!

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  • Nicole - Community Manager
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    @Justin - The dev team doesn't have a public repository available yet, however they are eager to share things. We'll have the aforementioned AMA in January and hope to have more to share around then.

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  • Justin
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    @Nicole - Thanks for getting back to me. I have started work on a new one of our team and hope to steal some of your ideas/learnings for ours. :) 

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  • Chris Alexander
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    My apologies if someone has already asked this but: As an organization that likewise offers multiple products, is the Help Center feature (Support > Help Center A > Help Center B) that you have here available to your customers?

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  • sankar sankar
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    Can i recovery my email & change password?

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  • Jacob Riverso
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    I don't know if I am the only one experiencing this, but the "Add to conversation" in my existing open ticket will not allow me to add any further updates. It's as though it is not active, so I'm unable to continue my ticket. Please advise.

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  • Nicole - Community Manager
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    Hi all, we've been receiving an excessive amount of spam on this article, so we're temporarily closing it for comments. But, we'll be back with an update as soon as the engineering team's articles on this customization are published. 

    If you have feedback on our Help Center design, organization, or what would make it a better experience for you, please share it here: 

    Feedback on Zendesk's Help Center

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  • Tim Shaw
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    Thanks, thought that was the case (you said it was an update to all Zendesk help centers which I misinterpreted)!

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  • Tim Shaw
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    Might have misunderstood the above update... our help center hasn't changed at all. Do I need to do anything to implement the changes?

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  • Nicole - Community Manager
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    Hi everyone - 

    Great news! The first posts in a series that the engineers are doing on theme customizations are now live. They had so much information they wanted to share that they broke it into a couple of posts, and you're welcome to ask questions in the comment section on the posts. Here they are: 

    Introduction to how we did Zendesk's Help Center theme customization

    Zendesk's Help Center theme customization, part 1: How we use Zendesk features

    Zendesk's Help Center theme customization, part 2: How we use open source tools

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