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

Zendesk Digital Resources Team

2024년 3월 06일에 게시됨

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.

댓글 41개

날짜

최신순

Atanas Tomov

2024년 3월 27일

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.

Ashley M

2024년 3월 27일

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?

Anastasia Kachanova

2024년 3월 27일

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

Nick S

2024년 3월 26일

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!

Molly Katolas

2024년 3월 26일

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)

Jacob the Moderator

2024년 3월 26일

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.

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.
The Favicon is just the default ➕ - I was expecting the Zendesk Z.
The My Activities section, comment titles appear to show HTML formatting.
This composer, I can't find a way to insert an image, no paste support, no button.

Overall it looks good - great job 👍

Tobias Hermanns

2024년 3월 26일

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

I don´t like it!

Madison Hoffman

2024년 3월 18일

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.