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We’re upgrading our Help Center (support.zendesk.com) thanks to your feedback



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Ricardo Pinto

Zendesk Digital Resources Team

Posted Mar 06, 2024

Hello, Zendesk Community!

We're happy to announce enhancements to our Help Center (support.zendesk.com). The changes are directly based on feedback that you have provided in an ongoing survey that appeared throughout the Help Center.

Here are the top themes we’ve heard from you in the survey results:  

  • Content variety: more video and multimedia, more practical guidance for specific use cases, and less unnecessary Zendesk jargon.
  • Better search functionality: there’s a lot of content in the Help Center and our current filtering, scoping, and sorting options aren’t enough to get you to the right information fast.
  • Improved knowledge based structure: a browsing experience that focuses on the tasks you’re trying to accomplish in Zendesk and your needs at various points of your Zendesk journey.
  • Understanding relevance: What you can do with Zendesk varies based on your plan level, role, and other attributes, so it can be hard to know whether a Help Center resource is relevant to your specific account or plan.

Here’s a quick preview of what to expect:

  • A refreshed design - The Help Center sports now a new look, still built on Zendesk Guide, but with a more streamlined, user-friendly interface.
  • An improved browsing experience - We reorganized our content structure to make it event easier for you to locate and understand the content you need, quickly and effortlessly.
  • An enhanced search results page - When you search in our Help Center, you are able to filter and scope your search results by additional facets. You’ll also be able to sort results based on additional attributes like date published or most upvoted. 

It’s worth mentioning that your favorite features and content will remain intact. The aim is to make your experience better, not alter the core information you rely on.

Join the conversation

We invite you to participate in the ongoing discussion in the comments below. Your satisfaction remains our top priority as we continue to improve and adapt together.


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41 comments

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Josef Prandstetter

Zendesk Luminary

Thank you - that sounds very promising.

May I ask if these optimizations, e.g. better search functionality, enhanced search results page,.. will not only be available on support.zendesk.com or if and when they will also be rolled out for our Zendesk instances (in the Copenhagen Theme)?

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Ricardo Pinto

Zendesk Digital Resources Team

Hello Josef Prandstetter. Thanks for the question! These are enhancements to our own Help Center (support.zendesk.com) only.

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Hello!

Will the HelpCenter app disappear from the agent view? or they will still be able to search directly from the ticket?

Thanks! 

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Madison Hoffman

Zendesk Digital Resources Team

Hi Sara! Just to clarify, the changes we're announcing here only apply to this specific Help Center, support.zendesk.com. No changes will impact your own Help Center or how your agents & end users find/use information there. 

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Pretty ugly, oldschool, grey and black really? Everything looks quite big need a lot of scroll.

I don´t like it!

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Jacob the Moderator

Zendesk LuminaryCommunity Moderator

I wasn't sure what I expected with this change - but you managed to catch me off guard! 😁

A few quick observations while I adjust.

  1. The Developer updates section seems to be malfunctioning - I was expecting a list of articles in this section. I navigated there from here: Zendesk updates.
  2. The Favicon is just the default ➕ - I was expecting the Zendesk Z.
  3.  The My Activities section, comment titles appear to show HTML formatting.
  4. This composer, I can't find a way to insert an image, no paste support, no button.

Overall it looks good - great job 👍

 

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Molly Katolas

Zendesk Luminary

Functionally, I can't seem to open any of my tickets. When I click on a ticket subject link from my Requests page (https://support.zendesk.com/hc/en-us/requests?query=&page=1&selected_tab_name=my-requests) it won't open the ticket. I've tried several different tickets and they all behave in the same way (seems similar to the dead developer link Jacob pointed out https://support.zendesk.com/hc/en-us/sections/4405298889242-Developer-updates) 

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Definitely a refreshed view! Is there any way we can set the number of comments on articles? I like to read other Zendesk users' experiences and tips/tricks and the 5 comment limit per page is quite low. 

Was there a change to default spacing, or is it the new background colour playing tricks? Everything seems a bit more compact now which makes it a bit less readable (in my opinion anyway).

I'm all for the change though, nice to freshen things up!

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In "My Activities" → “Requests” there is missing functionality like:

  • For long escalation threads there is no page selector, so when you open 1 request you can see only first page of escalation without possibility to move to the next page and you can latest comments done on this ticket only when you add a new comment to the thread. This seems to be confusing user experience.
  • Also it's not possible to add people to CC from this page anymore 
  • Not possible to Submit comment to the ticket and at the same moment mark it as Solved
  • if you open 1 request, there is no “Back” button to go on the previous page with all requests 

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Its slow, clunky, and old school.

When creating a request you can't expand the text area.

Also why is the Zendesk logo at the bottom so large?

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I am also experiencing what Molly Katolas described and cannot access some of my old requests to support. 

 

In addition, it would be great for community posts and contributions to be under the same category “Contributions”. 

 

At the moment, community posts are mixed up with the support requests cluttering the page and also confusing with their Open status.

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Ricardo Pinto

Zendesk Digital Resources Team

Hello, Jacob!


Thanks for the great feedback.

 

The Developer updates section seems to be malfunctioning - I was expecting a list of articles in this section. I navigated there from here: Zendesk updates.”

Ah, we are working on fixing this issue.

 

The Favicon is just the default ➕ - I was expecting the Zendesk Z.

Great call. We will update that soon.

 

The My Activities section, comment titles appear to show HTML formatting.

This issue should have been fixed now!

 

This composer, I can't find a way to insert an image, no paste support, no button.

Also working on fixing this issue.

 

Overall it looks good - great job 👍

Thank you very much :).

 

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Ricardo Pinto

Zendesk Digital Resources Team

Hello Nick S!

 

Definitely a refreshed view! Is there any way we can set the number of comments on articles? I like to read other Zendesk users' experiences and tips/tricks and the 5 comment limit per page is quite low. 

Thanks for your feedback. We are working on increasing the comment limit!

 

Was there a change to default spacing, or is it the new background colour playing tricks? Everything seems a bit more compact now which makes it a bit less readable (in my opinion anyway).

There were some changes indeed. But I have passed your feedback to our designers to enhance some aspects of the theme.

 

Thanks for taking the time to share your feedback.

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Ricardo Pinto

Zendesk Digital Resources Team

Hello Ashley M,

 

When creating a request you can't expand the text area.

When you say “request”, are you referring to the comment box you used to leave that comment? I have captured that as an issue for our engineers to fix. Thanks for reporting it!

 

Also why is the Zendesk logo at the bottom so large?

We are bringing our Help Center in line with the theme we use in our zendesk.com pages that has been live for a very long while. We do appreciate your feedback though.
 

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Ricardo Pinto

Zendesk Digital Resources Team

Hello, Anastasia Kachanova,

 

Thanks for your report! I have captured those issues and asked the team to solve them asap.

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Is your redesign really finished ???

 

The header and titles take so much space that the first screen of every page is basically useless

The right block with related articles is so big !! With a font twice the size of the content ??

Why so many different fonts ? My eyes bleed.

 

Remember that we need to read all this. Having compact contents and making the most of the space is key.

 

New colors and design is good. Bad UI is not so good.

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  1. Echo that the search results are worse. If I search for Omnichannel why are 2 of the top 5 results about side conversations?
  2. If an article has more than 5 pages of comments, you can't see them - just blank or inaccessible

 

 

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Jill Bragg

Zendesk Luminary

Hey team,

May or may not be related to this update but I found another broken link: https://support.zendesk.com/hc/en-us/articles/4702985595162. I clicked “Enabling search across multiple help centers” on this page, & it says the page doesn't exist. Thanks!!

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Ricardo Pinto

Zendesk Digital Resources Team

Hello,  Molly Katolas and Atanas Tomov. Thanks for raising those issues.

 

Regarding not being able to access your requests, that issue should be fixed now. Do you want to try again after clearing the cache of your browser? :)

 

@Atanas, perhaps you could try “My profile” page. There is an Activity overview that should show you everything in the same place.

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Honestly this looks like a website from the beginning of the internet. Especially the support tickets I have with you.

 

How can I add someone in CC in one of such tickets now?

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Ricardo Pinto

Zendesk Digital Resources Team

Hello, Ahmed Zaid,

 

Thanks for taking the time to report these issues.

 

I am getting much worse search results. There are articles that I know well and I try searching for them but I end up getting irrelevant results.

We are still working on improving the search experience. Our team has just made some changes to the way relevance was set up in the Help Center and the results should now be more relevant.

 

The comment box was available for me when I was signed out. I forgot to sign in and wrote a comment and kept clicking Post unsuccessfully with no feedback to why this is failing or redirecting me to sign in.

Sorry to hear that. I have logged that issue as something for our engineers to fix.

 

Sign in does not return to last page. It always returns to /hc/en-us

I am not sure I understood that one. Would you be able to add a little bit more of detail please? Thank you!

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Ricardo Pinto

Zendesk Digital Resources Team

Hello, Jill Bragg,

 

That is indeed not related with the redesign but I have asked the writer to change the link.

 


Sebastian, we are currently working on fixing the issues in the Requests page.

 


Richard J, issues with the comment counter are also being worked on. The search results 


Thank you all!

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Also noticed the comments do not seem to be sorted correctly - despite having Date selected in the drop-down the dates are all over the place. I find comments to be as helpful as the content, so would like the ability to view more at once and have them displayed in a proper chronological order. 

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PS: Besides not being able to add someone in CC for a Zendesk ticket I also can't solve a ticket anymore now.

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Have to give feedback about this new change. It's horrendous I'm afraid. The comment section is broken (sorting, formatting and displaying). The color and fonts are drab. The articles are pushed to the left side of the page in layout making everything unpleasant and tiring to read. At first, I thought I was on an outdated page of Zendesk community or something similar, then saw that this is a “facelift”.

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Dan Cooper

Community Moderator

I've been running into a few issues with the new theme: 

  • I can't see attachments I've added to requests.  The first time this happened, I thought it failed so I uploaded again, and the support agent had to tell me that they had all the files.  
  • I'd like to be able to CC folks from my team on the requests page. 
  • Text areas should auto expand or be user expandable on the requests page.  The comment box here is expanding as I type, but the requests page doesn't do that.  
  • On the right sidebar on the request page, under Status there is an Id that doesn't seem to reference one of my orgs, and the Organization name just shows as “Org name”.  Looks like some placeholder values might have snuck in. 
  • The font size gap needs to be reeled in.  I need to zoom my browser to read comments, but that blows up all the big text too. Changing the comment line height to 1.5 and dropping header font size down to 44px does a world of wonders to even things out. 
  • Comments should show more per page.  I got several pages into this and when clicking the vote button, I was prompted to login and lost my place the comment flow and was sent back to page 1. 

Overall things are looking good for what feels like a pretty large update. 

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@Ricardo Pinto, what I mean is in that location precisely. In My activity > Requests you can see both your community posts and requests where you have communicated with Support. Will be great if they are separated. 

 

Also, at the time of this comment, I also noticed that you cannot @ mention someone. 

 

One more thing I noticed today is that the edit button in Product Feedback posts is not working. It loads for a second and then nothing happens. 

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Aaron Doane

Zendesk Luminary

A few things I've noticed as I've been using the new layout:

  1. The text box for entering comments on tickets is very small. You can only fit 3 lines of text before you need to start scrolling. This does not seem to be by design, as the text box for community posts resizes as I type. Can we fix the comment box for ticket comments?
  2. Pagination in comments can make it hard to find responses to questions other community members have added. 
  3. Some of the font sizing is very extreme. Article titles, for example, often take up the entire screen on a standard monitor, but then the text of the article's content is smaller (I think?) than it used to be, making it harder to read without zooming. 

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Completely agree with Aaron. Same comment is relevant to comments added by users, if it's multi-line comment, not possible to read it normally without zooming in. 

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Another thing I noticed is that comments sorted by date in articles can sometimes get a little hectic chronologically wise. 

For example, in the link here for an article in Zendesk: 

- On page 1 we have comments dating from 2021, 2022, 2023 and 2024. 

- On page 2 we suddenly go back to comments from 2023

- And on page 3 we go to 2024 once again

 

And in one of my own community posts here:

- On page 1 we have comments from Jan and Apr 2024

- On page 2 we suddenly have from Feb 2024 and Apr 2024

 

Perhaps some of these comments from Zendesk are pinned to the top as an official comment, however this is just a guess from my end. Please fix the comments sorting, pinned comments, official comments etc. on your Help Center as it could leave Zendesk customers confused. 

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