Using Guide
Guide basics
- Guide resources
- About the Zendesk Guide plan types
- Browsers supported by Help Center and Guide
- About Help Center end-user search
- About search engine optimization (SEO) in Help Center
Setting up Zendesk Guide
- Understanding Guide roles and privileges
- Host mapping - Changing the URL of your Help Center
- Migrating existing content to Help Center
- Preparing an SSL certificate for upload to Zendesk
- Changing an agent's role to grant Guide Manager privileges
Using themes and customizing your Help Center
- About the standard theme and custom themes in Help Center
- Using the standard Copenhagen theme in Help Center
- Branding your Help Center
- Customizing your Help Center theme (Guide Professional and Enterprise)
- Previewing your Help Center theme
Supporting multiple languages in Help Center (Guide Professional and Enterprise)
- Configuring your Help Center to support multiple languages (Guide Professional and Enterprise)
- Localizing Help Center content (Guide Professional and Enterprise)
- Managing translations for categories and sections (Guide Professional and Enterprise)
- Managing Help Center translations for articles (Guide Professional and Enterprise)
- Changing your Help Center design based on your end-user's language (Guide Professional and Enterprise)
Using the knowledge base in Help Center
- Understanding Guide user permissions for knowledge base access (Professional and Enterprise)
- Creating management permissions to define agent editing and publishing rights (Professional and Enterprise)
- Creating user segments for Guide user permissions (Guide Professional and Enterprise)
- Managing user segments (Guide Professional and Enterprise)
- Organizing knowledge base content in categories and sections
Working with articles in the knowledge base
- Scheduling articles for publishing (Guide Enterprise)
- Creating and editing articles in the knowledge base
- Setting agent editing and publishing permissions on knowledge base articles
- Setting view permissions on articles with user segments
- Working with drafts in the knowledge base (Guide Lite and Professional)
Working with the Knowledge Capture app
- Knowledge Capture app resources
- Opening the Knowledge Capture app
- Workflows for created and flagged articles using the Knowledge Capture app (Guide Professional and Enterprise)
- Searching and linking articles using the Knowledge Capture app
- Flagging articles with the Knowledge Capture app (Guide Professional and Enterprise)
Working with Answer Bot (Guide add-on)
- Answer Bot resources
- Understanding everywhere you can use Answer Bot
- Configuring Answer Bot for the Web Widget (Professional and Enterprise add-on)
- Enabling and using Answer Bot in the Web Widget (Professional and Enterprise Add-On)
- Disabling Answer Bot
Using the Community in Help Center (Guide Professional and Enterprise)
- Allowing agents to edit and delete posts in the community (Guide Professional and Enterprise)
- Applying user segments to restrict viewing access to community content (Guide Professional and Enterprise)
- Managing community discussion topics (Guide Professional and Enterprise)
- Managing community posts (Guide Professional and Enterprise)
- Disabling your Help Center community (Guide Professional and Enterprise)
End-user guide for Help Center
- Help Center guide for end users
- Submitting and tracking requests in the Help Center Customer Portal (Guide Professional and Enterprise)
Self-service best practices
- Self-service best practices docs and tips
- Best practices: Developing content for your knowledge base
- Best practices: Six things to think about before setting up a community
- Best practices: Measuring and optimizing your self-service channels
- Best practices for finding customer issues to start your knowledge base