enable help center zendesk

2022.07.31
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enable help center zendesk

Guide The knowledge base consists of categories, sections, and articles. Restoration efforts are underway, but posts could be missing for several days. I found 2 posts in the product feedback section that we can upvote for this functionality. To get around the knowledge base, you can use search or browse categories and sections. It's possible that the codes for your help center has been modified for your brands. To include Chat in your If you need to build your own UIs, the SDK also has an API provider that gives you access to your organization's Help Center. I've added an additional brand but do not see the Help Center option under Host Mapping. We are currently in the process of setting up our main support guide. If I am following an article, I would 100% want to be notified of updates being made to the article. "author" retrieves content that contains all four words, in any order. {"showBanner":false,"urlFilters":["/community/"],"type":"warning","title":"Service Incident","content":"An error occurred last week resulting in the deletion of many community posts. The Help Center has floating action buttons that the user can tap to open a UI to create a ticket. They all have their own url for the brand. Restoration efforts are underway, but posts could be missing for several days. Plus you get custom themes and integrations, internal knowledge base, user permissions, customer portal, and agent article flagging and creation. Creating Content filter buttons for your Guide articles. If inheriting from Theme.AppCompat, some of the UI elements in HelpCenterActivity will display incorrectly. The help center can consist of a knowledge base and a community platform. So there must be still something that influences if the change in the contents triggers another email to followers. Thank you Jason. individually. end-users. We only have the Mobile SDK.Will be doing some testing for Chat Web Widget but can't enable it since I can't see it in Admin Centre.NOTE: Web Widget Classic is available in production. The user mentioned is automatically emailed, and now follows the post. zendesk migrate We have just migrated to Agent workspace but now I have the below issue occurring: "im ringing a number which isnt on the profile, when i end call, it shows the recording against the number which is on the profile, not the number i have rang" Could you please advise if this si expected behaviour? If all else fails, contact us. When i open their individual "guide" areas i don't know how to add their logos / branding etc. If the help center includes community, you can participate in the community by making a post or a comment. You can select the following filter options to control the content that is displayed on the search results page. You can browse the content in one or the other by clicking Knowledge base or Community. Is it possible to send a notification email to the subscribers/followers of a particular section whenever a change is done to the section1. Example: Note: Above a certain number of articles, the SDK starts to limit how many are fetched and displayed out of performance reasons. We created our own release notes process around this and created one knowledge article for month and add weekly release notes to it. On the community landing page, click the arrow beside. There are also sorting options available (see Sorting content in the community). This would be a desired feature if we could add a restriction for users to certain Help Centers. zendesk saml provisioning Make sure you put spaces between the search words, otherwise the search handles the text as one string. Use the withArticlesForCategoryIds() method of the HelpCenterActivity builder. For more information, Making the Web

Which means that Zendesk is unavailable to end users.Does someone know where to disable the redirect to the help center and let the users land in the SUPPORT part of Zendesk with ticket list, just like the agents do ?This is really blocking for us.ThanksCheers. zendesk (Classic): Configuring components They can get information from the knowledge base or turn to the community, if available, for answers. Help Center The button is visible by default in both the Help Center article list view and article view. in 2. whenever any change is made to the section, be it editing the name and description of section, or deleting the section. The widget will only send suggestions using the content from your Help Center. It simply hides it from See HelpCenterProvider in the Support SDK Javadocs. See Configuring the SDK in Zendesk Support in the Support Help Center. {"showBanner":false,"urlFilters":["/community/"],"type":"warning","title":"Service Incident","content":"An error occurred last week resulting in the deletion of many community posts. center. Furthermore, conversations with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning. Zendesk SDKs impact due to Let's Encrypt root certificate update, Customizing Web Widget (Classic) events tracking to third-party analytics services, Quickstart Creating a launcher for the Web Widget (Classic), Quickstart - Suppressing Web Widget (Classic) channels on specific web pages, Quickstart - Dynamically change Web Widget (Classic) settings, Initializing the Unified SDK dependencies (Required), Zendesk policy on Apple's iOS, Xcode, and Swift updates, Zendesk policy on the deprecation of UIWebView, Support SDK features and limitations by plan type, How anonymous identities work in the mobile SDKs, Building a dedicated JWT endpoint for the Support SDK. Organizing knowledge base content in categories and sections. On this plan you can provide end-users with a complete self-service support option. Combine the withContactUsButtonVisible() method with a Configuration object from the ViewArticleActivity: The Help Center article voting feature in the Support SDK can be enabled and disabled by a Zendesk admin in Zendesk Support. In the community, you can follow topics and posts. See Configuring the SDK in Zendesk Support in the Support Help Center. For information about submitting and tracking support requests, see Submitting and tracking requests in the help center Customer Portal. and agents still have access to the Help Center. center. Please wait for the update from my colleague. Hello, my company will be launching a new version of our software. Overriding with Help Center by Zendesk Guide provides your customers with a web-based, self-service knowledge base. Making the widget pop up after a certain amount of time, Displaying or hiding the chat bubble based on status, Making elements dynamic based on agent status, Configure the ticket form of other SDK activities. Filters appear as bolded headings that display the content groupings within that filter and the number of search results for each content group. See Known issues. The locale must exist in your Help Center and in your Support account localization settings. When users receive a welcome email, password reset email, or identity verification email, it will include a list of all of your help centers. See config in the RequestActivity reference. While the plan filters are not a native Guide function, they can be set up with a little HTML trickery.

Zendesk Chat is displayed in your page, select. You can use search to get around the community or browse the community discussion topics. You can subscribe to sections or articles so that you're notified when somebody creates an article or comments on an article. Restoration efforts are underway, but posts could be missing for several days. We'd like to create secondary "brand" to represent the new version and create a help center specific to that design. Example: See withArticlesForSectionIds in HelpCenterActivity builder. This is because users belong to the account, not to a specific brand. Is there a way to show specific articles in search from one brand in another brand's help center when you use multiple help centers? You can stop following content at any time if you no longer want to receive notifications. help We truly value customer feedback and your voice and votes in the forums help influence future Zendesk functionality. To open a specific article, get the article's id, then start the ViewArticleActivity with its builder. For articles/posts, you will receive email notifications for new articles/posts only in the section or topic. Subscriptions are managed in My Activities in the Customer Portal of the help center. I hope this clarifies your question. Follow article feature to notify users of article content updates, Notifications for updated content in articles. "Is this a technical limitation or a deliberate design decision? Can it be that if the article title is adjusted, then the followers get an email? This article voting is entirely separate to resolutions and rejections in Answer Bot, and does not count against Answer Bot usage. Restoration efforts are underway, but posts could be missing for several days. We would also like to keep the Legacy help center articles available to those who have not been upgraded due to a phased rollout. settings The default UI of the HelpCenterActivity looks as follows: To change the look and feel of the UI, see Customizing the look. Community posts are associated with topics of discussion. In the knowledge base, you can follow sections and individual articles. Example: See withContactUsButtonVisible in HelpCenterActivity builder. {"showBanner":false,"urlFilters":["/community/"],"type":"warning","title":"Service Incident","content":"An error occurred last week resulting in the deletion of many community posts.

Example: See withArticlesForCategoryIds in HelpCenterActivity builder. help Hi Chris Boerger, thanks for the question. help When you add multiple Support brands to your account, you can also create a separate help center for each brand with each its own articles and community. I need to know if you can specify which articles will appear from other brands' help centers in a specific help center.For example, I only want Article A, Article B, and Article C from Brand C to show up in the search results for Brand A. They don't need to enter their email address and password again; they are automatically signed in with their credentials. We have multiband setup, we getting different options in help center profile dropdown while we log with the same user id. Widget Tapping an article in the list shows the article content: If the user can't find an answer in Help Center, they have the option of tapping a Plus (+) button to open a ticket form: To configure the activity's ticket form, see Configure the ticket form of other SDK activities. For more information, Setting agent editing and publishing permissions on knowledge base articles, Setting view permissions on articles with user segments, Implementing cookie consent in your help center, Get Guide advice and troubleshooting help, Ask the Guide community for advice or share your own, Evaluating the help center in your Zendesk Suite trial account, Getting started with Guide for your help center: Setting up, Getting started with Guide: Best practices for self-service, Using Zendesk Support and the Admin center together with Zendesk Guide, Understanding help center search methods: instant search, native search, article suggestions, KC app, Best practices for finding customer issues to start your knowledge base, Setting up Zendesk Federated Search in your help center, About search engine optimization (SEO) in your help center, Self-service best practices docs and tips, Browsers supported by the help center and Guide, Changing an agent's role to grant Guide admin privileges, Understanding Guide user permissions for knowledge base access, Creating user segments for Guide user permissions, Adding an individual user to a segment in Guide, Creating management permissions to define agent editing and publishing rights, Configuring the default language for your Help Center, Enabling Google Analytics for your help center, Enabling users to vote on articles without signing in, Enabling search across multiple Help Centers, Setting up a requests-only (tickets-only) help center, About the standard theme and custom themes in Help Center, Using the standard Copenhagen theme in Help Center, Using your own theme assets for your help center, Using Guide themes from the Zendesk Marketplace, Managing Guide themes from the Zendesk Marketplace, Changing the live theme of your help center, Creating a help center for one of your brands, Hiding and showing elements in your Copenhagen standard theme, Setting up the GitHub integration with your Guide theme, Updating your GitHub-managed theme in Guide, Troubleshooting the GitHub integration with Guide themes, Importing and downloading your theme and manifest file, Adding multiple article, section, and category templates to your theme, Displaying satisfaction ratings and overall score in your help center, Organizing knowledge base content in categories and sections, Viewing and managing your content hierarchy in Arrange Articles, Moving articles between help center sections, Adding subsections to create more levels in your, Reordering knowledge base content in the Help Center, Backing up your knowledge base (Zendesk REST API tutorial), Allowing unsafe HTML in help center articles, Enabling content blocks for reusing content in articles, Best practices: Four steps to a streamlined knowledge base, Best practices for driving traffic to your knowledge base and community, Best practices for creating an internal knowledge base, Using the metrics that matter to improve your knowledge base, Creating and editingarticles in the knowledge base, Working with draftsin the knowledge base, Importing Google docs into your knowledge base, Migrating existing content to your help center, Help center article editor toolbar reference, Creating and inserting reusable information with content blocks, Keyboard shortcuts for formatting articles, Archiving an article to move it out of your knowledge base, Permanently deleting a knowledge base article, Using labels on your help center articles, Displaying an alternative author on your articles, Best practices: Developing your content for your knowledge base, Creating a ticket from a comment on a knowledge base article, Setting reminders to review and verify articles, Viewing a list of all unverified articles that need verification, Changing the theme template for an article, section, or category in your, Scheduling articles for publishing and publishing, Promoting an article to the top of the section, Using article lists for different views of your knowledge base content, Staging content updates for an existing article for review, Reviewing, approving, and publishing articles, Assigning or reassigning articles with Team Publishing, Viewing a list of articles in various Team Publishing workflow states, Setting view permissions for the Help Center, Enabling and disabling profiles in your help center, Viewing a list of articles where a user segment is applied for view permissions, Viewing a list of articles with a specific management permission, Creating and managing translated content for your knowledge base, Changing your help center design based on your end-user language, Using the Help Center API to manage article translations, What determines the language end users see, Managing translations for categories and sections, Reviewing suggested Support topics in Content Cues, Reviewing articles to archive in Content Cues, Submitting and tracking support requests in the help center customer portal, Enabling agents to manage requests in the, Changing the Knowledge Capture app location, Workflows for created and flagged articles using Knowledge Capture, Disabling agents from flagging or creating articles in the Knowledge Capture app, Flagging articles with the Knowledge Capture app, Changing the search behavior for multiple brands in the Knowledge Capture app, Searching and linking articles using the Knowledge Capture app, Analyzing your Knowledge Capture activity, Disabling users from solving their tickets based on articles linked with the Knowledge Capture app, Viewing a list of articles created using the Knowledge Capture app, Marking content as spam and removing it from your help center, Moderating end user content in your help center, Using the spam filter to prevent spam in your help center, Guide reporting tools for measuring self-service, Analyzing knowledge base activity without Explore, Google Analytics - Part 1: Asking the right questions, Google Analytics - Part 2: Measuring the effectiveness of search, Help center user segmentation using Google Analytics custom variables, Google Analytics - Part 3: Tracking customers' actions, Google Analytics - Part 4: Fine-tuning Help Center, Understanding everywhere you can use Answer Bot, Best practices: Boosting your Answer Bot click-through rate with conditional email text, Understanding how Answer Bot works with your content, Configuring Answer Bot in Web Widget (Classic), Enabling Answer Bot in Web Widget (Classic), Using Article Recommendations in email notifications, Using Article Recommendations with your web forms, Viewing and managing your Answer Bot settings, Creating and managing triggers for Answer Bot, Troubleshooting: Answer Bot isn't suggesting articles, Best practices: Preparing to use Answer Bot, Best practices: Setting up Answer Bot triggers, views, and workflows, Best practices: Using labels in Answer Bot triggers, Best practices: Answer Bot customer service for agents, Best practices: Helping Answer Bot find the right articles more easily, Setting up the Atlassian Status page integration for Guide, Host mapping - Changing the URL of your Help Center, Preparing an SSL certificate for upload to Zendesk, Using the help center templating language, Full Circle: Increase your end-user experience with Zendesk Guide, Best practices: Managing and optimizing your self-service channels, Best practices: Self-service docs and tips, Fine Tuning: Blueprinting your Help Center, Getting started with Zendesk Guide: Best practices for self-service, Using Zendesk Support and the Admin Center together with Zendesk Guide, Understanding and setting light agent permissions. The UI is localized in 33 languages and selects the appropriate language based on the device locale. How exactly do you want this brand linking to impact your workflows? You will receive email notifications for any new comments on the article or post; however, you will not receive notifications when the content in the article or post is updated. so our product managers can consider these suggestions for future updates. This does not update the mobile UI elements. Click the options menu beside the comment, then select. To deactivate Depending on how your help center is configured, you may also have links to browse recently viewed articles, related articles, or promoted articles. I have upvoted both articles. If I was doing something one way, and now it changed, I would want to be informed of the change. If you have multiple brands and you're using ticket forms, all ticket forms will be available in all of your help centers. Otherwise the expected behavior is that they will be taken to a page is not found since they don't have access to any location on your account. This ensures that users understand that any changes to their account affect their access to these multiple help centers. deactivated, You will receive email notification for contributions made by other users who you are following, but you will not receive notifications for your own contributions. -support returns content containing the words reporting and bugs, but excludes those that contain the word support from the result set. Widget Handling push notifications (Webhook API), Handling push notifications (Urban Airship), Adding a message counter for the Chat SDK to your Android app, Enabling iOS push notifications for the Chat SDK, Adding a chat message counter to your iOS app using the Chat SDK, Hide the "Leave a message" button in the Chat SDK, Enabling authenticated users with the Chat SDK. Yes you can definitely enable search across multiple Help Centers. There's actually no way for end-users to access the agent interface in Support at this time. Can I change the text of Submit a request in the Help Center?

Allow Is there a recommended practice to allow those who have the 2.0 upgrade to see only the relevant articles? You can use the search results filter panel to refine the content that appears in the search results pane. On the Brands page, click the brand that you want to set up a help center for. If a section you are following contains additional sections, you must also follow those individual subsections to receive notifications for them. This isn't in our immediate roadmap, but we highly encourage you to create a new post in the Guide Product Feedback topic: https://support.zendesk.com/hc/en-us/community/topics/360000029847-Product-Feedback-Guide in our community. Perhaps there may be other steps you could take to accomplish your goal besides linking additional brands to a single help center. There isn't currently a setting within a given brand to select a help center that it should be linked to. You can You can subscribe to topics or posts so that you're notified when somebody creates a post or comments on a post. (Classic), then add it to the @mentions: If you want to mention another user, type "@" followed by a minimum of the first three characters of their alias, or user name if the user does not have an alias, then select the user you want to add from the autocomplete menu. You'll just have to compare your codes in Guide > Customize Design > Customize > Edit Code and use the code for the format you prefer. First, configure the ticket form with the config() method of the RequestActivity builder. Welcome to Zendesk Guide, this page contains resources to help you set up and use Zendesk Guide. Unsubscribing removes the subscription from the page. On this plan you can provide end-users with a complete self-service support option. Apologies I did not have better news! Submitting and tracking requests in the help center Customer Portal, Following content in the KB and community to get notifications, Getting started with Gather for your community, Enabling search across multiple help centers. Click your profile icon on the upper-right side of any page, and then click. chat If they can't find an answer, they can submit a request to an agent. (Classic), Setting up Chat This is to engage with other users who have similar needs and discuss possible workarounds. How can I copy my content from one help center to another? You can create additional help centers if you have set up multiple brands. What do I need to do to access this? Any ideas why i cant edit their branding? Viewing a Help Center for one of your brands, Getting started with Guide for your help center: Setting up, Setting up a requests-only (tickets-only) help center, Suite Growth or Professional: Five brands, Five help centers, Suite Enterprise or Enterprise Plus: 300 brands, 300 help centers, Support Enterprise with Guide Professional: Five brands, one help center, Support Enterprise with Guide Enterprise: Five brands, five help centers. As mentioned there, host mapping would be a way to edit the URLs of each help center so that they appear united under one brand. Additionally, this won't be available through the mobile SDK as well. whenever any article is added. We're here to help. If you have Answer Bot 1.0.0 and Support SDK 2.3.0 (or above) present in your app, then by default the contact button in HelpCenterActivity and ViewArticleActivity opens Answer Bot. Hi Aazim,I see that you already raised a ticket with us regarding this. Widget Restoration efforts are underway, but posts could be missing for several days. The following links provide more information on other aspects of configuring I 100% agree with all the comments above. The following plan restrictions apply: Enabling search across multiple help centers, Understanding user authentication with multiple help centers, Viewing a help center for one of your brands, restrict help center access to signed-in users, https://support.zendesk.com/hc/en-us/community/topics/360000029847-Product-Feedback-Guide, Creating user segments for Guide user permissions.

Is this something that would be implemented? The articles in your Help Center must be localized to view them in another language. The button changes to Unfollow, indicating that you are no longer following the post. https://support.zendesk.com/hc/en-us/articles/360035556454-Enabling-search-across-multiple-help-centers. You can use search to find information in both the knowledge base and the community at the same time. When you follow content, you are subscribing to it, so that you will be notified by email when new articles, posts, or comments are added. Second, pass the Configuration object to the show method of the HelpCenterActivity builder. Use the show() method of the HelpCenterActivity builder. In a community topic, select one of the following options: Use the toolbar for formatting options or to add links or images. You will not be notified when updates are made to the body of an article, post, or comment. You can add an image with a maximum file size of 2MB. help What are the API providers in the Support SDK? For example, reporting bugs See Customizing the look for more information. For more information. Use the withArticlesForSectionIds() method of the HelpCenterActivity builder. You have all the great features of the lower plans, plus advanced user permissions, article lifecycle management with team publishing, multiple theme templates, and Content Cues to analyze knowledge base health. How do you create the resources filters you have at the top? through the Web Widget. If someone can help us with below secnrio? If this occurs, the recommended approach is to use the various filters on categories, sections, or labels that we provide to limit and control the amount of results. can anyone help me - we are a group and so i have enabled multiband for our group business and an external client. You can disable this behavior in both activities and direct the user straight to ticket creation. If you are using remote authentication or SSO, each help center will redirect users to the same single sign-in protocol and database. You can use the Support SDK to show localized content in your Help Center, filter its contents to be more helpful, and use it as a jumping off point for creating a ticket. Center or any of its contents. reactivate Unfortunately at this time that level of granularity is not possible, it is an all or nothing setting at the moment where if it is enabled you cannot restrict which article would appear within a search by Help Center.

The mobile SDK for Answer Bot is currently in an Early Access Program. The search results are displayed in two columns, with one column listing the knowledge base results and the other listing the community results. Thank you! Web Restoration efforts are underway, but posts could be missing for several days. Example: See withLabelNames in HelpCenterActivity builder. If you want to manually specify what language to use when fetching Help Center content, you can do so as follows: This applies to all Help Center content fetched with the UI and providers, meaning that only the articles, sections, and categories from this locale are fetched.