Getting started with Guide for your help center: Setting up

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11 Comments

  • Jerrod Harden

    Every time I go to widgets and setup help center, and try to enable it i get the below error:

     

    When i go to Guide i get this:

     

    I so new to all of this and I'm just trying to get an interface for all of our end users to be able to submit tickets.

    1
  • Jennifer Rowe
    Zendesk Documentation Team

    Hi @...

    Are you the account owner? The Help Center has to be enabled by the account owner, so you might have to ask that person to do it, if it's not you. See if that works!

    1
  • Jerrod Harden

    🤦‍♂️ that makes sense , im an admin , not the owner. I will get with the owner . Thank you !

    2
  • Reggie Murphy

    I do not see where to click on Settings in my guide. 

    0
  • Dave Dyson
    Zendesk Community Manager
    Hi Reggie,
     
    You must be a Guide Agent in order to access settings in Guide (see Understanding Guide roles and privileges).
     
    If you are a Guide Agent, when when you're in your Guide help center or Gather community, you'll either see a top bar with a link to add articles etc. to your help center, and a "Guide admin" link on the right that will take you to the Guide settings. This bar shrinks up, and when that happens there a small down-arrow in the middile-top of the screen that will allow you to expand the bar so you can see the links. But if that arrow isn't there and you don't see the Guide admin link, it's likely that you're not a Guide Admin in the help center you're looking at. In that case, you'll want to talk to one of your admins and ask if they will grant you Guide admin permissions. 
    2
  • Rebecca Katz

    Hey :-) 
    I'm about to activate a help center of ours and we want to make sure the articles are not searchable in Google. Currently the settings are so that only end users in a certain segment can view the content and only via logging in, will this ensure these article aren't searchable on google?

    Thanks!

    2
  • Gabriel
    Zendesk Customer Care
    Hi Rebecca,
     
    Yes, any articles that require users to sign-in are not indexed by Google. If you wish, you can restrict Google from indexing all the content of your Help Center, by following the steps described in this article: How can I restrict Google from indexing my Help Center?
     
    I hope this helps! Thank you!
     
    1
  • Maddie F.

    Can this article please be edited to clarify that only Account Owners can enable the Help Center, as mentioned by Jennifer in the comment above?

    This is misleading:

    "When you're ready, you can activate your help center and make it live for end users. You must be a Zendesk Support administrator to enable the help center. Guide Admins who are not Support administrators cannot enable the help center."

    I am a Support Administrator but not an Account Owner, so based on this article I would assume that I can enable the Help Center, which I cannot do as I am not the Account Owner.

     

    1
  • Aimee Spanier
    Zendesk Documentation Team
    Hi, Maddie. Guide Admins who are also Support Admins can activate the help center, but enabling it requires the Account Owner.
     
    To (hopefully) clarify:
     
    First, an Account Owner enables the help center, which makes it possible to populate and activate a help center, without actually activating it. It's basically creating the help center without making it available to end users.
     
    Then, a Guide Admin who is also a Support Admin activates the help center. Activating the help center makes it available to end users.
     
    I believe this is indicated correctly in the article. In the paragraph you quoted, I did change "enable the help center" to "activate the help center" which might be what's causing confusion. 
     
    Thanks!
    2
  • Charlotte Martin

    This is probably a really simple question - but I cannot work out how to change the assigned group on incoming tickets from my helpcentre 
    I have multiple groups - but not matter what is selected in the web form upon submission it is always assigning to one group.
    I think it must be trigger - but I just can't work out what

    0
  • Cheeny Aban
    Zendesk Customer Care
    Hi Charlotte,

    I created a ticket on your behalf and will send you an email to further troubleshoot your inquiry. 
    0

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