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We’re upgrading our Help Center (support.zendesk.com) thanks to your feedback
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.
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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
Chris
If you're open to suggestions: Please redesign the huge black navigation bar at the top of the screen. Or maybe don't make it stick at the top while scrolling. Or just make it much smaller. It takes up so much space on the screen while I'm just trying to read an article.
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Matthias Miltenberger
The font sizes are out of control. The fonts themselves are also inconsistent and not an improvement over the old design. The weird brown tint overlayed over everything looks very off (like having a night-time color mode enabled but 24 hours).
There is SO MUCH whitespace. I can barely see two comments at the same time.
In general, it's not pretty at all.
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Ricardo Pinto
Hello everyone. Apologies for the delay addressing all your concerns. We are working hard on fixing some of these issues and in fact some of them no longer happen.
Atanas Tomov Under My activities > Requests, you will only see tickets you have requested with the Zendesk Customer Support team. You can't find any information about Community contributions because that is under My activities > Contributions.
Those two should be fixed. But let me know if you see any issue still :).
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Ricardo Pinto
Hello everyone. Apologies for the delay addressing your comment.
Aaron Doane
There were some recent changes in the My activities page to fix some issues. I am though going to connect with the team regarding the resizing issue. Thanks for the feedback.
Those issues are being addressed as we speak!
Sebastian
This is fixed. Thanks.
Dan Cooper
Those should now be fixed.
Great catch. I will bring it over to the Engineers. Thanks.
Hmm…this one is tricky. Let me pass the feedback to the team as well.
Thank you!
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Matt Farrington Smith
Has anybody mentioned the hulking great Zendesk logo at the bottom of the pages yet?

That can't be right surely?
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Anastasia Kachanova
A- nother feedback from my end:
What's my plan? on articles is overridden by screenshot with plans:
In My Activities → Requests → Request details:
- not possible to see Organization name. In our use-case we manage more than 10 different Zendesk instances, and we need to have a visibility over Ogranization name on Zendesk side, so we can understand this ticket is relevant for what Zendesk instance.
- not possible to see list of people in CC. I cannot see from this page, who is already added to CC on this ticket and who is not, which is causing us wasted time on double-checking
Additionally in some of the cases Request details panel is on top of the ticket comment text:
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Ricardo Pinto
Thanks for your feedback Matt Farrington Smith . We are following the design of our zendesk.com pages that has been live for a while now. But I will share your feedback with the designers.
Anastasia Kachanova, I see. Those issues are currently being worked on. I will share your report with our team. Thanks for sharing.
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Sally Anne Dishong
I'm seeing a comment box asking me to take a survey in French, when I am viewing the HC in English and my browser language is English…that's never happened before this HC theme update. What's up?
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Ricardo Pinto
Hello Sally Anne Dishong . That looks like a little glitch that can be solved by clearing the cache of your browser. Thank you.
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Miguel Cordero Collar
Hello,
In general I really do not understand many of the design choices, it really looks very old-fashioned and not following typography best practices.
Overall I'm really dissapointing with the overall design, I would have expected much better design choices from Zendesk, the Zendesk Support UI is amazing…
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Daniel Logan
Well eveything work smooth so far, we just integrated ticket system in last month at lightning mechanical.
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