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Elizabeth Williams

Joined Oct 21, 2021

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Last activity Feb 05, 2025

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ACTIVITY OVERVIEW

Latest activity by Elizabeth Williams

Elizabeth Williams commented,

CommentAnnouncements

New EAP

Service catalog

The service catalog is a ticket channel built for employee service that lets employees easily find and request employee services and assets from internal departments via the help center.

Learn more about the Service catalog EAP

View comment · Posted Jan 29, 2025 · Elizabeth Williams

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Elizabeth Williams commented,

CommentAnnouncements

Zendesk is removing Guide Content Cues on May 1, 2025. For more information, see Announcing the removal of Guide Content Cues.

View comment · Posted Jan 14, 2025 · Elizabeth Williams

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Elizabeth Williams created an article,

ArticleUsing Guide

The service catalog contains the service items that employees can request as part of the employee service experience. Service catalog items are pages in the service catalog, where Guide admins can create and publish both digital and physical services that employees can request from their help center.

When an employee requests a service from the service catalog, a ticket is created and linked to the service catalog item. Agents can use the Zendesk Agent Workspace to address the request and solve the ticket.

View full size

The service catalog EAP marks the beginning of the development of a robust service catalog experience.

About the EAP Availability

The service catalog EAP is available for users on Zendesk Suite Growth, Professional and Enterprise plans. However, when the service catalog moves out of EAP and is released, it will be available only for Employee Service (ES) Suite plans. This means that while you can try out this feature on your Zendesk Suite instance, it will not be available on Zendesk Suite long term.

For more details about the release plan, and for a list of EAP participant requirements, see Announcing the service catalog EAP.

Turning on the service catalog

By default, the service catalog is not activated in your account. You can turn on the service catalog to activate the feature and gain access to the admin interface, where you can create and manage services.

To turn on the service catalog

  1. In Guide admin, click the Settings () icon in the sidebar.
  2. If you have multiple help centers, click the brand selector, then select the help center where you want to turn on the service catalog.

  3. Under Service catalog, select Turn on service catalog.

  4. Click Update.

    The service catalog icon appears in the Guide admin sidebar (). You can click this icon to create and manage services. See Creating services and View and edit services below.

Updating your theme

In order for employee end users to view and use the service catalog in your help center, you must first make sure that your theme supports the service catalog. Depending on the type of theme you are using, you can either use the beta version of the standard Copenhagen theme to support the service catalog, or you can add service catalog functionality to a custom theme.

Before updating your live theme, make and retain a copy of the theme in Guide theming or another location where you can access it in case you need to revert your changes.

Important: Service catalog requires templating API v4. If you are using v3 or lower, you must upgrade to v4 before updating your custom theme.

To use your Copenhagen theme

If you're using the Copenhagen theme as a standard theme (or if you want to get up and running quickly), you can use this procedure to add the Copenhagen (Beta) theme to your help center, and then easily update it with your current Copenhagen theme settings (such as colors or logo).
  1. In Guide, click the Customize design icon () in the sidebar.

    The Themes page opens.

  2. Click the Add themes drop-down list, then select Add Copenhagen theme (Beta).

    The new theme appears in your Theme library.

  3. If you're currently using the standard Copenhagen theme and want to import customized settings (such as colors or logos) to the Copenhagen (Beta) theme, then click the options menu icon (on the Copenhagen (Beta) theme, and select Apply settings.

    All settings from your current live theme will be copied to the Copenhagen (Beta) theme.

  4. When you are ready to make the Copenhagen (Beta) theme live, then click the options menu icon (on the Copenhagen (Beta) theme, and select Set as live theme.
  5. Confirm that you want to make this theme live for your help center.

    The theme moves to the top of the page and is applies to your live help center.

To add service catalog to a custom theme
  1. Check the templating API version for your custom theme. If you are not using templating API v4, follow the instructions to upgrade before you continue.
  2. Download your live help center theme and unzip the theme folder.
  3. Click the following links to open the service catalog template files and asset folder on Github:
  4. Click the Download raw file icon on each template and asset file to download.

  5. Add the template files (.hbs) to the templates folder in your unzipped live theme.
  6. Copy all assets to the assets folder in your unzipped live theme.
  7. Add the code snippet here to the document_head.hbs template, then delete any existing script starting with

Edited Feb 03, 2025 · Elizabeth Williams

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Elizabeth Williams created an article,

ArticleUsing Guide

Available on all Suite plansAvailable on all Guide plans

When creating and editing articles, you can preview how your article will look, even before you save your changes. Article previews open in a new browser tab and can be refreshed each time you add or edit content in the article editor.

Because article preview allows you to see how your article will appear in the help center both before and after you save an article, it's an effective tool for making sure content appears correctly before saving. You can discard unwanted changes before you save the article, preventing unnecessary rework.

Previewing unpublished articles

When you create a new article, you can preview how the article will appear in your help center, both before and after saving.

To preview unpublished articles
  1. In your help center, add a new article and enter your content.
  2. Click the Preview button.

    The article opens in a new tab in Preview mode.

  3. To make and preview additional edits, leave the Preview tab open and do the following:
    1. Return to the article editor and add or update content.
    2. Click the Preview tab to return to the Preview tab you already have open.
    3. Refresh the browser page to display the new edits or additions.

    When you're ready, you can save and publish the article. See Creating and editing articles in the knowledge base.

Previewing edits to published articles

When editing a published article, you can preview either the edits you are making on the published version of the article.

To preview edits to published articles

  1. In your help center, open an article in edit mode.
  2. Add or edit content.
  3. Click the arrow next to the Preview button to select one of the following options:
    • Published article - Last published version of the article. This opens the version that is live in your help center.
    • Preview - Current saved or unsaved version of the published article that you are editing. This version opens in a new tab in Preview mode and displays the changes you have made to the article.

  4. To make and preview additional edits, leave the Preview tab open and do the following:
    • Return to the article editor and add or update content.
    • Click the Preview tab to return to the Preview mode.
    • Refresh the browser page to display the new edits or additions.

    When you're ready, you can save and publish the article. See Creating and editing articles in the knowledge base.

Edited Dec 05, 2024 · Elizabeth Williams

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Elizabeth Williams created an article,

ArticleWhat's new in Zendesk

whats_new_banner.jpg

Click Follow in the What's New section to be notified each month when the What's New is published.

Check out what's new in the last month:

Also don't miss:

Support

  • Agent copilot is the new name for a set of existing, upgraded, and new AI features that are designed to make agents as efficient as possible. These features surface helpful insights and proactively suggest next steps, increasing agent efficiency as well as customer satisfaction. See About agent copilot.

  • Suggested macros are now supported in subsequent ticket comments, rather than only the first ticket comment. Agents can now see suggested macros across the whole ticket lifecycle, promoting more aligned responses and a lower ticket handle time. See Applying suggested macros to tickets.

  • Form ticket statuses let admins define which ticket statuses should appear in certain ticket forms. Associating ticket statuses to forms allows you to only show ticket statuses that are relevant to the ticket an agent is working on. See About form ticket statuses.
  • Explore has a new intelligent triage dashboard. See Analyzing your intelligent triage activity.
  • You can now use CC'd and Followers as conditions for your Views. Using these conditions in Views checks whether or not specific users have been CC'd or are following a ticket. See Creating views to build customized lists of tickets.

Objects and rules

Admin Center

  • Admin Home has been improved to provide additional information about your account. The home page in Admin Center has been personalized to provide account information, feature usage details, and better visibility into Zendesk product updates. See Using Zendesk Admin Center.

  • Admin Center includes a new Discover page with suggested product and feature upgrades. If your account is eligible, you'll see upgrade suggestions on this page. You can try out an upgrade free of charge for 30 days. See Trying out a product or feature upgrade. 

  • A product category filter is available for the More products list on the Subscription page in Admin Center. If the list of available products is too long to view easily, use this filter to narrow down your choices. See Buying more products

People

  • Deleting end users in bulk has moved to the Customers page in Support. Feedback is now shown on the page when the bulk deletion completes. If an error occurs, such as when an end user has unclosed tickets, detailed feedback displays so that you can quickly resolve the issue. See Deleting end users.

  • You can now bulk import users with the data importer, in addition to organizations and custom object records. The data importer provides a more consistent bulk import experience and provides an import history report. See Bulk importing users.

Messaging and AI agents

  • Agents can suspend users from the messaging ticket interface. When an agent suspends a user on a messaging ticket, the customer can no longer participate in that messaging conversation or start a new conversation. See Suspending messaging users.

  • End users can conduct multiple, separate messaging conversations simultaneously. Admins can turn on multi-conversations for their account through the Admin Center and select the channels through which users can start new conversations.

    Agents will continue to see all incoming conversations linked to a user's profile, just as they do today, making it easy to view and address multiple conversations from an end user. See Understanding multi-conversations.

Guide

  • The default automation that delivers a CSAT survey has been enhanced. The request link has been moved from the CSAT section to the automation body, making it easier to remove if necessary. In addition, the {{satisfaction.survey_section}} placeholder now expands into a CSAT question with a rating scale. See Understanding the email channel CSAT end-user experience.


    You can also now use the public API to view a CSAT survey response for a ticket. See Survey response submitted event and Survey Responses.
  • Agents can now use the Guide media library to share their media files with other agents in their account. When an agent shares a media file that they’ve uploaded, it’s tagged as "Shared" and becomes accessible to all other agents who have access to the media library. The media file can then be used in articles created by the agents. Shared media files can only be unshared or deleted by the content writer who originally shared them. See Working with images in the media library.

Zendesk QA

  • The Assignments dashboard has new features. The new Assignments dashboard offers detailed insights into assignment completions, providing statistics on specific assignments, reviewers, and reviewees. Track team-level goals and the number of tickets replaced or removed from workflows. See Accessing and viewing the Assignments dashboard in Zendesk QA.

Zendesk WFM

  • The logic for the 'Any' and 'All' conditions in Zendesk WFM workstreams has been refined to enhance the overall user experience. This improves clarity and ensures more predictable results when setting up your workstreams. See Creating workstreams.

Security

  • You can relay authenticated email using the new Authenticated SMTP Connector. The connector lets you connect a non-Zendesk email server to your Zendesk Support instance. It's ideal for organizations that prefer to use their own email servers or can't use third-party email servers due to internal corporate policies, data regulations, or encryption needs. See About the Authenticated SMTP Connector.
  • Zendesk has started rolling out two-step verification to enhance account security. If team members sign in using Zendesk authentication (email and password) from a new device, they are prompted for a 6-digit code they must retrieve from their primary email address before they can sign in. See About two-step verification.

Integrations

Edited Oct 31, 2024 · Elizabeth Williams

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Elizabeth Williams commented,

CommentAnnouncements

Article multiplacement EAP

With article multiplacement, you can create one article and place it in up to ten different sections across all brands in your help center. When you update the content of the article, the content of related placements are also updated and published. This powerful feature makes it possible to create content once and share it between multiple sections and brands.

 

Sign up for the article multiplacement EAP here.

View comment · Edited Sep 26, 2024 · Elizabeth Williams

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Elizabeth Williams created an article,

ArticleUsing Support
You must have the Advanced AI add-on to use the features described in this article.
Quick answers for Agent Workspace, which is part of agent copilot, provides AI-generated answers to searches within the knowledge section of the context panel.

Support admins can activate quick answers in Admin Center. By default, this feature is turned on.

To activate quick answers for Agent Workspace
  1. In Admin Center, click Workspaces in the sidebar, then select Agent tools > Context panel.

    The configuration settings for the context panel appear.

  2. In the Knowledge section, under the Quick answers header, select Show a quick answer before search results to activate generative search in Knowledge in the context panel.

  3. Click Save.

Edited Feb 04, 2025 · Elizabeth Williams

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Elizabeth Williams created an article,

ArticleUsing Support

Available on Suite Growth plans and aboveAvailable on Support Professional plans and above

If you have activated the CSAT survey for customers, you can make changes for CSAT as needed. You can edit the CSAT survey, activate or deactivate channels for the survey, and view and update the standard CSAT business rules.

You must be an administrator to manage CSAT.

Editing the CSAT survey

You can make changes to the rating scale and follow-up questions for your CSAT survey as needed.

To set up and send the CSAT survey

  1. In Admin Center, click Objects and rules in the sidebar, then select Business rules > Customer satisfaction.
  2. Make changes to the Rating scale and Follow-up questions sections as needed.

  3. Click Save, then click Back to return to the Customer satisfaction page.

Activating or deactivating the CSAT survey for a channel

Activating a channel turns on the associated business rule to start sending the CSAT survey to users in that channel.

Deactivating a channel removes the channel and the accompanying business rules that send the survey, but leaves the CSAT survey itself intact.

If you want to completely deactivate and removed the CSAT survey, see Turning off the CSAT survey.

To activate or deactivate a CSAT channel
  1. In Admin Center, click Objects and rules in the sidebar, then select Business rules > Customer satisfaction.
  2. In the Channels section, click the channel actions icon () for the channel, then select Activate or Deactivate.

    To send a CSAT survey for messaging, you must have set up messaging.

  3. Click Activate rule or Deactivate rule.

    The channel is either activated or deactivated and the channel status is updated to either Active or Inactive on the Customer satisfaction page.

Viewing and updating the standard CSAT business rules

You can view and update the standard business rules associated with your active CSAT channels to change the behavior as needed. Custom CSAT automations and triggers are not displayed in the channels section of the Customer satisfaction page.

To view the rule for an active CSAT channel

  1. In Admin Center, click Objects and rules in the sidebar, then select Business rules > Customer satisfaction.
  2. In the Channels section, click the channel actions icon () for the channel you want to view, then select View rule.

    The business rule opens in a new tab for you to view or edit.

About the email automation for CSAT

The Request customer satisfaction rating automation for email sends the CSAT survey 24 hours after the ticket is solved, and the user has 28 days to respond. You can update this automation rule or you can configure your own using the {{satisfaction.survey_section}} and {{satisfaction.survey_url}} placeholders.

The Request customer satisfaction rating automation for email sends the CSAT survey 24 hours after the ticket is set to solved.

About the messaging trigger for CSAT

The Request customer satisfaction rating trigger for messaging presents the CSAT survey when a ticket created through the Web Widget, mobile SDK, or social channel is set to solved.

Edited Jan 03, 2025 · Elizabeth Williams

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Elizabeth Williams created an article,

ArticleUsing Guide

Available on all Suite plansAvailable on all Guide plans

The features described in this article are currently available in an early access program (EAP). You can sign up for the EAP here.
Article multiplacement lets you create one article and place it in up to ten different sections across all brands in your help center. Article placements share the same title and body but have a unique article ID and placement configuration that tells your help center where the placement article should appear. As a result, when you update the content of an article, the content of related placements are also updated and published. This powerful feature makes it possible to create content once and share it between multiple sections and brands.

Understanding article multiplacement

Every help center article consists of the article itself, and its placement configuration in your help center.
  • Article includes the title, body content, and management permissions for the article. The content of each article is unique to that article, and is carried over to each of the related placements. When you make and publish changes to article content, all related placements are also automatically updated.
  • Placements are configurations within an article that specify where the article should appear in your help center. When you create a placement for an article, you specify the brand and section in which you want the article to appear, and you define the unique settings for that placement (for example, viewing permissions, SEO keywords, comments, etc.) You can configure up to 10 placements for each article. Placement articles are rendered when you publish the original article, and have a unique help center article ID. To learn more about creating article placements, see Creating article placements.

Once you create an article and configure the sections in which you want it to appear, you can publish the article to automatically render the placement articles. From an end-user standpoint, each placement article appears as a standalone article in the help center. There are no outward indications that the article is a placement, rather than a unique, standalone article.

For example, the article "How to issue a refund" has three placements, and therefore appears in three different places in your help center, each with its own article ID.

Creating article placements

You can create up to 10 placements for each existing article in your help center. Article placements define the brand and section in which you want the article to appear to end users, as well as contain additional elements unique to that placement, such as viewing permissions, content tags, and labels.

To create article placements
  1. In your help center, navigate to the article to which you want to add placements, then click Edit article in the top menu bar.

  2. If the Article settings panel is not displayed in the sidebar, click the Article settings icon () to expand the panel.
  3. In the Placement section, click + to create a placement.

  4. In the Sections area, click Manage sections.
  5. In the Sections modal, select a brand and section in which you want the article to live.

  6. Continue selecting additional sections until you've reached the maximum limit of 10 sections (including the original placement for the article).
  7. Click Done. The Sections area in the Placement card now shows the sections that you added.

  8. Click Create placement.

    The placements you created are added to the Placements list for the article.

  9. Click Save.
  10. When you're ready to publish your article, click the drop-down arrow on the Save button, then select Publish.

    Changes to settings are effective immediately after pressing Save, while changes to the title and body content are published when you select Publish. One publish action publishes the update in all configured placements. Placements are rendered into articles in the requested sections, each with their own help center article ID.

Working with article placements

You can edit an article placement to change the sections in which it appears in your help center, or modify placement settings such as viewing permissions, content tags, and labels. If you no longer want an article placement, you can remove it from the article placements list.

To edit an article placement
  1. In your help center, navigate to the article to which you want to add placements, then click Edit article in the top menu bar.

  2. If the Article settings panel is not displayed in the sidebar, click the Article settings icon () to expand the panel.
  3. In the Placement section, click on the placement card that you want to edit, then select Edit.
  4. Use the settings available in the Placement panel to change the section the article is placed in, or edit other placement settings. See Creating article placements above.

  5. Click Update settings.
To delete an article placement
  1. In your help center, navigate to the article to which you want to add placements, then click Edit article in the top menu bar.

  2. If the Article settings panel is not displayed in the sidebar, click the Article settings icon () to expand the panel.
  3. In the Placement section, click on the placement card that you want to edit, then select Delete, then click Delete placement.

Edited Sep 26, 2024 · Elizabeth Williams

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Elizabeth Williams commented,

CommentAnnouncements

New article editor EAP for Guide

New article editor with generative AI article summaries EAP

The new article editor includes improvements designed to streamline your content creation process and boost audience engagement. With the new article editor, you have access to new editing tools, source code improvements, and new article components.

Sign up for the EAP here

View comment · Posted Aug 21, 2024 · Elizabeth Williams

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