| Announced on | Rollout starts | Rollout ends |
| July 20, 2022 | July 20, 2022 | July 20, 2022 |
We’re excited to introduce new resources that help you set up Zendesk, so you can start serving your customers faster. Find the most popular setup tasks with easy access in the global navigation of Support and Admin Center.
Use the help icon 
to open a panel on the right side of the screen. The panel includes simple setup instructions, plus links to various learning resources.
- Step-by-step setup guides with new tutorial videos
- Links to articles, community, and training courses
- Search capability of the entire Zendesk help center
The content in the panel is available in all Zendesk-supported languages.
Learn more about these resources:
What is changing?
The idea for at-your-fingertips setup resources came from new Zendesk users who wanted guidance on how to set up and go live quickly. In addition, we designed content to help people with varying learning styles, such as those who like to read articles, watch videos, or dive in and try to figure it out themselves. This new panel provides a list of setup tasks personalized to your business needs. Each task has a setup guide that includes:
- Short explanation of what to set up and why it helps your team
- Tutorial video for how to set up
- Instructional steps
- Link to the Zendesk help center article about this task
- Links to related articles, videos, and training modules
By following these guides, it will take you less time to get up and running, so your team will start helping your customers faster.
The new resources will be available in Support and in Admin Center, focusing on the most-common setup tasks.
Why is Zendesk making this change?
Onboarding can be the most frustrating part of using new software. In listening to Zendesk customers, we knew it was important to make the setup process simple. You’ll have the ability to personalize the list of setup guides by who your business helps (consumers, business, or your own employees).
We want you to start using Zendesk with your customers as quickly as possible, while ensuring you have all the tools ready so your agents can efficiently solve issues.
What do I need to do?
You don’t need to do a thing. Your account will be updated automatically. After the rollout, open Support or Admin Center and click the help icon .
5 Comments
Is this restricted to Admins only? Is there a way to disable this icon or enable it for other roles?
Something like this would be greatly appreciated for Agents - ideally with the ability to add content from our own Help center into it (e.g. internal articles etc.)
Also this seems to have some issues at the moment:
Sydney Neubauer It is currently restricted to Admins. The content we're providing is best suited for Admins and could be distracting/irrelevant to Agents. But it's certainly something we can look into, if there is demand for it. No way to customize (enable or disable) the icon for other roles. What did you have in mind?
Shayan Moussawi Thanks for the feedback! Are you still having issues?
Hello @...,
Yes unfortunately the new help panel does not seem to work yet.
This could also be related to me being on an EU Pod - so potentially the rollout is delayed.
"The content we're providing is best suited for Admins and could be distracting/irrelevant to Agents"
There used to be a "Help" Section on the Dashboard page, which also had some useful Tutorials for Agents available (How to use the context panel, how to reply to Tickets, even with the ability to create a Test Ticket) -
Not sure if I am alone on this, but I believe Admins already have knowledge about how to setup Zendesk, and if they do not know about a certain thing, they usually know where to look.
Training agents is a far more valueable ressource in my opinion. Although I can certainly see how new Admins might find these help panels useful.
Shayan Moussawi Sorry about the trouble you're having. Would you mind creating a ticket? If not you can also try clearing cache and refreshing. We've fully rolled it out, so you should be able to access it.
Thanks, your feedback is helpful and definitely something we'll take into consideration as we expand this capability!
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