This page contains resources to help you set up and use Zendesk Guide.

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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:

  • Getting started
  • Setting up
  • Theming
  • Using Knowledge base
  • Tickets and agents
  • Reporting
  • Developer resources
  • Community resources

Getting started
  • About the Zendesk Guide plan types
  • Evaluating the help center in your Zendesk Suite trial account
  • Getting started with Guide for your help center: Setting up
  • Using Zendesk Support and Zendesk Guide together
  • Understanding help center search methods
  • Best practices for finding customer issues to start your knowledge base
  • About help center end-user search
  • About Zendesk Federated Search
  • About search engine optimization (SEO) in your help center
  • Understanding Guide roles and privileges
  • Best practices: Self-service docs and tips

Setting up
  • Browsers supported by the help center and Guide
  • Restricting help center access to signed-in end-users
  • Changing an agent's role to grant Guide admin privileges
  • Understanding Guide user permissions for knowledge base access
  • 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 user segment in Guide
  • Implementing cookie consent in your help center
  • Configuring Guide settings
  • Creating management permissions to define agent editing and publishing rights
  • Host mapping - Changing the URL of your help center
  • Configuring the default language for your Help Center
  • Deactivating your Help Center
  • Enabling Google Analytics for your help center
  • Enabling users to vote on knowledge base 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

 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 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

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
  • Guide recipe: Requesting feedback for article downvotes
  • 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

Using 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 sections and articles in the Help Center
  • 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)
  • Editing the source code of help center articles
  • Displaying subsections in your help center 
  • Marking content as spam and removing it from your help center
  • 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

Creating and editing articles

  • Creating and editing articles in the knowledge base
  • Working with drafts in the knowledge base
  • Migrating existing content to your help center
  • Inserting images in articles and content blocks
  • Inserting videos in articles and content blocks
  • Inserting and editing links in articles
  • Help center article editor toolbar reference
  • Viewing article revisions and restoring a previous version
  • Viewing article events in History view
  • Creating and inserting reusable information with content blocks
  • Keyboard shortcuts for formatting knowledge base articles
  • Archiving an article to move it out of your knowledge base
  • Viewing and restoring archived articles
  • Permanently deleting a knowledge base 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 content for your knowledge base

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 articles that need review 
  • 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
  • About Guide Team Publishing 
  • Analyzing your 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 lists of articles in various Team Publishing workflow states 

Managing permissions with user segments

  • Understanding Guide user permissions for knowledge base access
  • 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 

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 
  • Using the Help Center API to manage article translations
  • What determines the language end users see
  • Managing translations for categories and sections

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

 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
  • Enabling agents to access request forms
  • Searching, linking, and quoting content in tickets
  • 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

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

 Reporting

 

  • Guide reporting tools for measuring self-service
  • Analyzing help center search results 
  • Analyzing knowledge base activity without Explore
  • Analyzing your Knowledge activity 
  • Analyzing Guide Team Publishing activity (Enterprise)

  • Analyzing your knowledge base activity with Explore

  • Enabling Google Analytics

 Developer resources
  • Guide developer resources 
  • Setting up the Atlassian Status page 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

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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