Using Zendesk Support & Guide - Frequently asked questions
Frequently asked questions
How do Zendesk Support and Zendesk Guide work together?
Zendesk Support and Zendesk Guide complement each other to enhance your customer support experience.Zendesk Supportacts as the backbone of your support operations, helping you manage workflows, users, and ticket queues. On the other hand,…
How can I enable end users and agents to access my self-service channel?
To enable access to your self-service channel, you need to configure user access and roles in Zendesk Support, which will affect Zendesk Guide.End-user accesscan be set as open, closed, or restricted, determining who can view your help center…
What are user segments in Zendesk Guide?
User segments in Zendesk Guide are collections of end-users and/or agents defined by specific attributes, used to control access to help center content. These segments determine who can view or edit knowledge base articles. You can create user…
How can I direct customers to self-service content in Zendesk Guide?
Directing customers to self-service content in Zendesk Guide can be achieved through several methods. Agents can use the Knowledge in the Context panel to insert links to help center articles in their ticket replies, making it easy for customers to…
How can agents contribute to the knowledge base in Zendesk Guide?
Agents can actively contribute to the knowledge base in Zendesk Guide using the Knowledge Capture app. This app allows agents to search for and add links to articles in their replies, flag articles needing updates, and even create new articles…
How do I customize support request forms in Zendesk?
Customizing support request forms in Zendesk is done through Zendesk Support, not Guide. The default form includes essential fields like email, subject, and description, but you can add custom fields as needed. On Enterprise plans, you can create…
Can I set up multiple branded help centers in Zendesk?
Yes, you can set up multiple branded help centers in Zendesk, depending on your plan. Each brand can have its own visual elements, domain, and support contact points. This setup is managed in Zendesk Support, where you define brand settings and…
How do I support multiple languages in Zendesk Guide?
Supporting multiple languages in Zendesk Guide involves enabling languages in both Support and Guide. You need to provide translations for your content, including business rules in Support and knowledge base articles in Guide. While standard text…
How can I measure user activity in my Zendesk help center?
User activity in your Zendesk help center can be tracked using the Zendesk Guide dashboard in Explore. This dashboard provides insights into knowledge base activity, search statistics, and more. Additionally, you can integrate Google Analytics to…
How do I moderate end-user content in Zendesk Guide?
Moderating end-user content in Zendesk Guide involves setting up content moderation to review and approve contributions before they are published. This feature helps manage spam and ensures that only appropriate content is shared. Guide admins can…
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“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
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