zendesk guide documentation

2022.07.31
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zendesk guide documentation

The article would be created in draft state, allowing your editors to review and enhance the article before publishing them on the knowledge base. This makes it easy for your end users to access your documentation when they are in Zendesk. From your Zendesk Agent, click on theGearicon to go back to the Admin area. Scaling Video Production with Content Reuse, Adventures in XLIFF: Scaling Translations of Enterprise Technical Content, Efficient Technical Documentation in a Continuous Integration Environment. There is an option to send localised content to Zendesk manually, without waiting for a resource to be 100% translated or reviewed. For the ClassicZendeskWeb Portal,ProProfsoffers threeintegrations: Follow this guide for adding adocumentation tab,search buttonandcustomized header. When a syncing process is initiated, you will be able to see that syncing is in progress in your Project settings > Integrations tab inside the Zendesk card. Through the Zendesk integration, you have the option to provide a different translation for identical source strings that are included in the same article. Make sure to copy the Secret right away as it will not appear again after saving or leaving the page. Users can track support requests, update knowledge, contribute to community contributions, and follow the content thats shared-all from one place with the Zendesk support portal. Transifex's Zendesk integration is available as a paid add-on, please contact us to enable Zendesk for permanent usage or a 15 day free trial. That's the cost for 24 to 25 agents. Any term typed for search will look into articles or dynamic content title and context. You can localize articles, names, descriptions of your help desk categories and sections, as well as dynamic content. We do not index community forums for now. A public article is not a draft and is visible to Everybody. This means that the integration is now active and you can start syncing content between Transifex and Zendesk. It is highly recommended switching to the new integration. We don't pay any licensing. These keys are automatically generated by Transifex that way so that repeated strings can be handled as different entries in the editor. Especially for Zendesk articles the integration migrates Zendesk category and section as resource categories. From the Zendesk dashboard, click on the sidebar on the left to open the ADMIN HOME page. This function is available using algoliasearchZendeskHC.compile. Before you can make use of Document360, the app needs to be installed separately on your Zendesk support console. Finally, you will have to remove the previous integration from your Zendesk account by: It is recommended to switch to the new version of the integration as the previous one will not be maintained and gradually, totally deprecated. Can I Create An Email Address For A Google Group? (Requires Login). Select or deselect content at will and the item counter will update accordingly. The analytics parameter enables searches capturing, for reports about popular queries, searches without results, and more. Minutes to read, Click the app's icon to go to the app's info page, If you have multiple accounts, select the intended account and click on, You can find the Zendesk widget under the, Add your preferred restriction settings. Clicking on that button, the Zendesk Integration wizard will pop up to manage the setup. There is a Send to Zendesk option available on the Projects settings > Integrations tab in the Zendesk card. Select the required items and press Import selected to download the chosen content to your Lokalise project for further translation. Integrating Transifex with Zendesk will enable all your Transifex project maintainers to sync content between Zendesk and their projects in Transifex. Collect feedback, feature requests and more from customers in your knowledge base with an embedded support form. Zendesk API has certain limitations when working with content blocks. By default, this option would be disabled, On the right side of the open ticket response window, you would find all the installed apps, As the Document360 frame loads, you would find that Zendesk automatically searched for articles based on the title of the support ticket, You can always type in the search term in the field and the relevant articles would be listed below, If you're absolutely sure you've found the article you've searched for the click on either one of the options, If you're not sure of the article from the title, you can always click on the article. For more details check Managing HTML translation files. My. You can access the knowledge base on the Zendesk environment. The Help Center is not deployed when you start a newZendeskaccount. This connector will every day take your public Help Center articles and put them inside an Algolia index. For each of the two sections you will see directly on the title when the last syncing took place as well as an indicator for syncing errors. To start working with the help center, you need to enable Zendesk Guide. Here is a full breakdown of the available options for the JavaScript library: It is definitely possible that, when you install the application, it doesnt exactly display as you expect. For example, if you had set up Zendesk to Sync 100% translated resources, the manual process will identify all target languages whose translation percentage is equal or above the threshold percentage you set on the modal and sync all content back to Zendesk. MIT Once your content is inside Transifex, you have a number of translation options: Syncing content from Zendesk to Transifex happens either upon saving or updating the integration settings on the project level. Update your selected Zendesk content to sync with Transifex. Next, click the Export selected button. The Zendesk content type is passed as a resource category in Transifex, visible in the resources page. Click Allow to confirm. It would be opened in a, In the preview mode, there would be three options, This would make it so much easier and instantaneous for agents responding to customers as they don't have to navigate between tabs, You can author the content of your article in the markdown editor, You can find the list of apps currently installed. With Paligo you can use variables in the creation of content for Zendesk. ProProfs Knowledgebase integrates seamlessly with both versions - Zendesk Classic and New Zendesk. The integration offers four possible options for automatically sending localized content back to Zendesk on: Depending on the setting selection this will apply on individual content entries as they are localized on each target language. Zendesk Support/Talk Query Authentication Guide, Still need help? Release and update your Zendesk Guide knowledge base in a fraction of the time with smart topic-based authoring and content reuse in Paligo. By default, your Zendesk Help Center only supports one language. You can check out more about the available options to choose content in the section Filtering content of Choose content for translation. 3 As your Help Center evolves, you might want to either extend the Zendesk content you are syncing to Transifex or change the workflow of pushing localized content back to Zendesk. How to build up Instagram account quickly? Change options on how updates from Transifex are sent back to Zendesk. en-us or en). Read more about Creating and editing articles in your help center and Organizing knowledge base content in categories and sections. No worries, these are usually just a few conflicting rules between your design and our integration. Please note that the import process will be performed in the background, and you can check its status on the Activity page. The browser will then redirect to a login screen. We use our own and third-party cookies to understand how you interact with our knowledge base. On the next screen, enter the subdomain associated with the account in the field provided and click Sign In. How Does Website Security Affect Your SEO Rankings? For this, all you need to do is to add an algolia-ignore tag on your article. It can be done at Zendesk Admin Center, under Account > Localization. You can learn more in the corresponding article. Filter content on product, market, audience, user level, and much more. ".

While responding to support tickets, you can make use of the installed Document360 knowledge base app to respond to customers. By clicking on Send to Zendesk a modal will appear requesting for the threshold localisation percentage that Transifex will check on all your project's resources. ", "Pricing wise, it ends up being an expensive solution. For the en-gb locale, well index { "label_names": ["Good"] }. To edit your options visit your Projects settings > integrations tab and click on the ellipsis in the Zendesk card, then Edit Settings. For example, with Zendesk Guide, we had to buy the most expensive offering in order to get Multibrand and everything. Click Connect and enter your Zendesk subdomain (for example, mycorp_support). In most cases, this should be enough to have an up-to-date search. You must create it, prepare it for release, and then activate it. Please make a note of the subdomain, as it will be required later in Authorising for use in Matillion ETL. Creating custom tickets by creating a form. The ability to quickly search yourProProfsdocumentation fromZendeskto help solve support tickets, The ability to turn a support ticket into a help topic fromZendesk. This app also supports automated export.

This entry is Not Configured. Cloud is a fully hosted service for customers who want to iterate quickly and have us take care of managing the infrastructure. Server delivers greater capacity for a larger user base and gives you more control, allowing you to remain compliant with your enterprise IT, security, IP and privacy policies. The integration automatically handles language locale differences between the two services.

Zendesk builds software for better customer relationships. Syncing translations from Zendesk to Transifex please keep in mind for differences in structure and order of translations as it might affect the mapping of translations to the proper strings. The selected languages will be updated in Zendesk. Read more about Enabling Zendesk Guide. On the other hand, the top reviewer of Zendesk Guide writes "Good SLA options and reporting features but is not easy to set up". If youre in such a scenario, we recommend you to disable instantsearch by setting enabled: false and just use the auto-complete feature. Annual subscription term (per agent per month), Monthly subscription term (per agent per month), Get started and customize your knowledge base quickly. If you are using the Help Center you can to add Documentation" link in your Help Centers navigation that points to your ProProfs documentation. For monitoring and managing support, Zendesk is an elegant tool; its features will leave you amazed. When you install our Zendesk integration, it creates what we call a connector in your Algolia account. In the Zendesk Guide integration settings you can configure the following parameters: Once you configured the integration, click Save. OnZendeskClassic, the customer-facing knowledge base and forumis referred to as theWeb Portal. The integration will upload existing translations to your Crowdin Enterprise project. More than 94,000 paid customer accounts in over 150 countries and territories use Zendesk products. Zendesk released the Help Center on8/21/13(you can read theannouncement here). Paligo has direct import from Zendesk to speed up the migration. On this step you will see information about Zendesk content found on the subdomain you have linked to the specific Transifex project. In the Zendesk Preflight you have full control over mapping your reused topics into Zendesk articles. Contact Support! If some translations dont fit what you want, you can change them using this syntax: For reference, here is the list of all the translations for the en-us locale: You can index localized tags based on locales prefix (e.g. See our list of best Knowledge Management Software vendors. These XML source files are generated based on your Crowdin Enterprise projects source language. To filter contents displayed in the list choose the dropdown to select content type and type in the search box that is available for articles and dynamic content. Click the + on the far right, at the top of the All OAuth Clients list. Add all the necessary content to your help center to sync it with your Crowdin Enterprise project. Have fun, enjoy good laughs and make your day better and brighter with us! If you are using the previous version of the Zendesk integration you can easily migrate to the new version by following the instructions to Authenticate Zendesk to your Transifex organization and Linking a specific Transifex project with Zendesk content for the Transifex project you have already linked with Zendesk using the previous Zendesk Integration. Here is a quick video showing how to do the next 2 steps: In order to connect your Zendesk and Transifex accounts you need to be a Transifex administrator and follow the steps described below: Authorizing integration with Transifex and getting back to Organization settings > Manage integrations you will see the respective Zendesk integration box as active. The integration is different forZendesk Classic and New Zendesk. Paligo keeps track of what has already been translated, and you have support for industry standard XLIFF as well as integrations with TMS solutions like Memsource and more. The top reviewer of Atlassian Confluence writes "Good usability, helpful community support, and facilitates well-structured documentation ". Related Articles: your SLA by entering your working hours separately for non-working hours, as well as holidays. Just set debug: true to avoid this behaviour. Retail Tech: Should You Take Notes On Retails Progressive Employee Engagement? The browser will then redirect to a screen requesting access to the associated Zendesk account. In terms of the service, there were Free Report: Atlassian Confluence vs. Zendesk Guide. We are a bunch of people who love connecting with people. Empower your Zendesk Guide content productivity with a single source of truth. In the Zendesk API window, click OAuth Clients on the menu at the top. Either way, just follow the following steps: Note: You might have some trouble trying to customize the autocomplete menu because it automatically closes when you try to Inspect it. By doing so, your customers will be able to connect with you anywhere and any way. They should match the target languages you chose when you created your project earlier. Confluence allows you to create, share, evolve, and capture your team's project documentation so you can collaborate better, smarter, and as a team. You can do this if youre the owner of your account, but no one else can. Read more on switching to the new integration here. Choose one or more languages and decide whether you'd like to update already downloaded items with the values from Zendesk: Click OK once you are ready. Logical and consistent management of knowledge and a powerful search engine ensure that you can always find the right content, when you need it most. Issues When you are done with this setup step click the Update Settings & Synchronize button to start syncing content from Zendesk to Transifex. This helps us show you more relevant content based on your browsing and navigation history. On the first step of the wizard, select the Zendesk subdomain that holds the content you want to sync with the project for localization. Follow this guide for installing theProProfs App. Making sure it is migrated s into Zendesk Support.

Confluence also organizes your powerful repository of information, opinions, and knowledge to help you answer questions, create how-to docs, and possibly identify the next big thing. Copy the code from both the Secret as it will be required in Authorising for use in Matillion ETL. Heres how your project files will look after the successful configuration: A separate folder is created for every category you choose to localize. To prevent certain specific portion of your article to be indexed to Algolia, you can wrap the html source code of these portion between tags. Did not find the article you're looking for (or) would like to add an article on the go?Your agents can create articles in your knowledge base. You can learn more in the corresponding article. The key for the first string, as shown above is "A continuous process that I could completely leave on autopilot." Authorize the connection with Crowdin Enterprise on the Zendesk Guide side. This is called String segmentation. Specifically, you might not be able to export translations containing content blocks back to Zendesk. Zendesk Guide structure consists of categories, sections, and articles.

Zendesk is a customer support software that allows businesses to effectively manage customer questions, complaints, or any other support requests. Maria was always a peoples person so she thought why not make a career out of this? An indexing job will be pushed in our indexing queue. Here is an example to showcase the result of the segmentation: In a case of dynamic content that contains 5 sentences, with the segmentation enabled 5 strings will be added in the source language resource, versus a single source string when the segmentation is disabled. The only way to change the brand is to unlink the project from the current brand and start over with the project integration. Choose the languages to export and tick Don't export empty translations if needed. From the new agent interfaceProProfsoffers twointegrations: The New Zendeskno longer supports widgets. Zendesk Integration with ProProfs Knowledge Base, Zendesk Help Center Integration With ProProfs Knowledge Base, How to Embed Lucidcharts in a Help Article, Desk.com Integration With ProProfs Knowledge Base, Google Analytics Integration With ProProfs Knowledge Base, Google Fonts Integration With ProProfs Knowledge Base, Google Translate Integration With ProProfs Knowledge Base, LiveChat Integration With ProProfs Knowledge Base, Olark Live Chat Integration With ProProfs Knowledge Base, TidioChat Integration with ProProfs Knowledge Base, SnapEngage Chat Integration With ProProfs Knowledge Base, Wufoo Forms Integration With ProProfs Knowledge Base, JIRA integration With ProProfs Knowledge Base, Disqus Integration with ProProfs Knowledge Base, Yammer Integration With ProProfs Knowledge Base, ProProfs Live Chat Integration With ProProfs Knowledge Base, Slack Integration With ProProfs Knowledge Base, ProProfs Survey Maker Integration With ProProfs Knowledge Base, Okta Integration With ProProfs Knowledge Base, How to Integrate Azure AD With ProProfs Knowledge Base, ProProfs Knowledge Base: Commitment to Accessibility, The ability to quickly search your ProProfs documentation from Zendeskto help solve support tickets, The ability to turn a support ticket into a help topic from Zendesk. You can find a complete list of the supported language mapping in Transifex to Zendesk locales language mapping. After the next reindex, the article should not be searchable anymore. A request can be made to an agent if they cant find a reply. Learn more at www.zendesk.com. In cases where more than two similar locales are available in your Transifex project, the most common locale is selected. Search Widget ClickAdditional languagesand select the languages you want to offer your Help Center in. There are two places you have to do this: the Support Agent, and the Help Center. Technical Account Managers are cross-functional technical advisors providing proactive planning and strategic guidance across your organization. Zendesk Guide is a help desk software by Zendesk. If you are using complex dynamic content to create macros, there is an item in the synchronization options to split long content into separate sentences. You can only set this option on the integration setup as all synced content will be handled differently based on your setting. It helps to organize Knowledge Base articles, frequently asked questions, product details, policies, and other helpful content. If you want to force a sync from Zendesk to Transifex, please use the Update Settings & Synchronize button. HitSaveat the top of the page to save your settings. To achieve that, choose one or more linked items and click Import selected. The brands allowed to be selected are those that have an active Help Center in Zendesk, if you want to link a brand without Help Center activated, please follow the steps in this link. Here is a quick video showing how to link a specific Transifex project with Zendesk and how to sync content between Zendesk and Transifex. So we thought, why not expand this networking? Is Houston the Right Location for Your Billboards? This process could take some time, depending on the number and size of the files that are syncing. When the translations are done, return to the app page and select the items you want to export to Zendesk. A tag specifying the item type (article, section, or category). All target languages that are localised above that threshold will be synced with Zendesk using the Sync content options you have set up for the integration. What is your experience regarding pricing and costs for Zendesk Guide? It defaults to true. Has great predefined templates, offers helpful documentation, and provides useful insights. We monitor all Knowledge Management Software reviews to prevent fraudulent reviews and keep review quality high. When you are done with selecting your content. Any syncing actions on content that already has a resource in Transifex will not include translations updated on Zendesk. What do you like most about Zendesk Guide? At this time the integration does not automatically detect updated content on Zendesk. We also had to pay a lot of money for themes. You can also hide this link from users who have not signed it. Github This makes it easy for your end users to access your documentation when they are inZendesk. You cannot create a new category from Zendesk. Here are those IPs: Code licensed under ", "We pay for the solution on a yearly basis and my understanding is that the cost is about $30,000. Enter valid login credentials for the account associated with subdomain to continue. Keep in mind that only subdomains with a Help Center set and multiple languages enabled will be displayed in the list. There is also an option to clear the whole selection using the quick action Clear Selection which appears in the ribbon area. Atlassian Confluence is rated 8.0, while Zendesk Guide is rated 7.2. In most cases, they can use the knowledge base to find out more or get in touch with a community if they have any. Depending on the load of the queue, it might take up to a few hours for your search index to be updated. One of them is when updating an article or translation. While the Classic version came with an agent interface and web portal, the New Zendesk comes with an app and help center integration. Cant find what you are looking for? After the successful authorization, you will be redirected back to Crowdin Enterprise. The library already supports these locales: If you want to support another locale, please help us by opening an issue on GitHub. Post Ticket Widget This helps your constantly improve the documentation in your knowledge base and ensure that it answers all your customer questions. ", "The price of the on-premises data center version is too expensive. Click on Guide admin in the top menu bar. This is a step-by-step guide to creating an OAuth entry, acquiring credentials and authorising the Zendesk Support Query and/or Zendesk Talk Query components for use in Matillion ETL. See our Atlassian Confluence vs. Zendesk Guide report.

An agent is available if they cannot find any answer. Pushing of content back to Zendesk happens automatically based on your selected criteria; upon 100% translated, 100% translated or updated (for 100% translated), reviewed or proofread content. This will help to keep translations consistent across languages. What Does Backup And Sync Mean In Google Photos? For each item in the list you can see some additional information depending on the sync status for that content: If the content in Zendesk is in a draft state, the title of the content will have a badge like this: An Updated at field holding the date of the last update of the content in Zendesk. Privacy Policy, Build unique search experiences with Algolia, "//cdn.jsdelivr.net/algoliasearch.zendesk-hc/2/algoliasearch.zendesk-hc.min.css", "//cdn.jsdelivr.net/algoliasearch.zendesk-hc/2/algoliasearch.zendesk-hc.min.js", // should queries be processed by Algolia analytics, // show the "Search by Algolia" link (required if you're on Algolia's FREE plan), // whether or not to enable the clickAnalytics feature (available on the Enterprise plan), // debug mode prevents the autocomplete to close when trying to inspect it, // highlight color to emphasize matching text, // the DOM selector to select the search box, // the DOM selector for the current pagination (to hide it), // do not add a search input for the instant-search page, // whether or not to hide the autocomplete on the instantsearch page (ignored if reuseAutocomplete is used), // the DOM selector for the results container, // show edited_at timestamp in search results, // function to check if we're on the search page, // template objects (see the templates section), "//cdn.jsdelivr.net/algoliasearch.zendesk-hc/CURRENT_VERSION/algoliasearch.zendesk-hc.min.css", "//cdn.jsdelivr.net/algoliasearch.zendesk-hc/CURRENT_VERSION/algoliasearch.zendesk-hc.min.js", In the top left corner dropdown, select the. This feature is available from the Pro plan and above. FinancialForce FFA and Salesforce CPQ Consultant at Cloudteam. This function is internally calling the Hogan.js template engine with square brackets instead of braces (because Zendesk templates already use braces). UnderSETTINGS, selectAccount, then click on theLocalizationtab. The sync schedule is the final step of the integration setup. You will be redirected to Zendesk for authorizing the integration with Transifex. with LinkedIn, and personal follow-up with the reviewer when necessary. ", "We have a site license for Atlassian Confluence and there are some limitations on external users. If you want to re-sync existing contents from Zendesk to the respective resources in Transifex, then you should click on Edit Settings in the project integration in order to show the Integration Wizard, then push the Update Settings & Synchronize button in order to start a new sync process. Specifically, the body property of the Update Article and Update Translation endpoints do not support content blocks. Zendesk Classic refers to the version of Zendesk that was the default for all new accounts up until September 2012.The agent interface is what your agents usewhen responding to support tickets in Zendesk. You will be directed to the Guide section after clicking the Zendesk Products icon ( in the upper bar).