Creating content
Learn how to deliver amazing content to your visitors
Setting up your knowledge base
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Organizing knowledge base content
You can organize your knowledge base content into categories and sections and manage the order of those categories and sections.
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Moving and reordering sections and articles
As your Help Center grows, you may find that you need to move existing sections from one category to another, or move articles from one section to another.
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Updating articles in bulk
From an articles list, you can update one or more articles at once using the bulk actions options. For example, you can publish a batch of articles at once or add a labels to several articles.
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Viewing and restoring archived articles
You can access a complete list of your archived articles. You can restore an article from your archived list if you want to make it available again in your knowledge base.
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Using labels on your articles
Labels are a single word or a multiple word phrase you can add to the default language version of a specific article in Help Center. You can use labels to influence article search relevance, to influence Answer Bot results (if you are using Answer Bot), or to create a list of related articles based on labels.
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Importing Google Docs as articles
You can import Google Docs into your Guide knowledge base. You can import up to 100 docs at a time. This is a great way to add new content or migrate existing content to your knowledge base.
Working with articles
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Creating and editing articles
Guide managers can create new articles and edit all existing articles in the knowledge base. Agents who are not Guide managers can create and edit articles if they have management permissions. End-users can’t contribute articles to the knowledge base.
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Using the article editor toolbar
The Help Center article editor contains a toolbar you can use to format your knowledge base articles. The article toolbar is not the same as the toolbar that appears in community posts.
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Inserting images in articles
You can insert images in the body of your Help Center knowledge base articles. When you insert images, they are added as attachments to the article. Large images are automatically resized to fit the width of the article.
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Inserting videos in articles
You can insert videos in the body of your Help Center knowledge base articles, either through the article editor toolbar, or by embedding code in your article.
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Inserting and editing links in articles
Guide managers can create, edit, and remove links in any new or existing article in the knowledge base. Agents who are not Guide managers can create, edit, and remove links in articles where they have management permissions.
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Promoting an article
You can promote articles in a section to draw attention to them. When you promote an article, it moves to the top of the articles list within its section and is usually given a special visual treatment (for example, a star icon).
Managing Community topics
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Adding discussion topics
The community consists of posts associated with different discussion topics. Topics can be anything you want, and you can create as many as you want. Guide managers can add, edit, delete, and manually arrange topics. Agents and moderators don’t have the permissions to make these changes.
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Editing and deleting discussion topics
The community consists of posts associated with different discussion topics. Topics can be anything you want, and you can create as many as you want. Guide managers can add, edit, delete, and manually arrange topics. Agents and moderators don’t have the permissions to make these changes.
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Reordering discussion topics
The community consists of posts associated with different discussion topics. Topics can be anything you want, and you can create as many as you want. Guide managers can add, edit, delete, and manually arrange topics. Agents and moderators don’t have the permissions to make these changes.
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Creating user segments
Tags, groups, and organizations are not available on Support Essential. To create user segments, you must have Support Team, Professional, or Enterprise and Guide Professional or Enterprise. If you have Gather Professional, you need Support Team, Professional, or Enterprise and any Guide plan.
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Applying user segments to community content
By default community discussion topics are visible to all users. You can prevent some users from viewing the content of certain topics.
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Best practices for managing your community
When you first launch a community with Gather, we recommend that you follow some basic steps and enable certain features to help you to guide your users and make managing your community easier.
Managing community posts
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Managing community posts
You can edit, move, or delete community posts, as well as edit or delete comments on community posts. You can also take a number of actions on the post or comment.
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Allowing agents to edit and delete posts
All signed-in users can add posts to community topics. Only Guide managers, and users with moderator rights, can edit and delete posts by default.
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Customizing status icons for posts
The community features are wonderful, especially the post actions. However, what happens when the default actions aren’t exactly what you are looking for? Currently there is no way to add or modify the actions that are available, but with Curlybars the existing actions can be re-purposed.
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Viewing community moderator activity
Guide managers can see all community activity in moderation activities.
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Analyzing community activity
You can monitor activity data for your community using in the Reporting dashboard in Support. Statistics include the number of posts created, how many users have viewed posts, and the total number of votes, subscriptions, and comments.
Using the Knowledge Capture app
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Creating articles with the app
On Guide Professional and Enterprise, agents can use the Knowledge Capture app in the Support agent interface to create new articles using pre-defined templates. If a template does not exist, agents will not be able to create articles using the Knowledge Capture app.
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Installing the app
The Knowledge Capture app is installed by default with any Guide plan and Support Team, Professional, or Enterprise.
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Creating templates for the app
Agents can use the Knowledge Capture app to create new articles for Help Center, directly from the Support ticket interface. To do so, you need to create one or more templates for your agents to use to create their new content.
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Searching and linking articles using the app
Agents can use the Knowledge Capture app in the Support agent interface to search for Help Center articles and preview them, without leaving the ticket. They can also add a link to the article directly in the ticket.
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Flagging articles with the app
On Guide Professional and Enterprise, agents can use the Knowledge Capture app in the Support agent interface to add feedback to flag existing articles. If a ticket reveals missing or incorrect information in an article, an agent can add a comment near the relevant text describing the needed change to flag the article for an update.
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Opening the Knowledge Capture app
Agents can open the Knowledge Capture app in the Support agent interface to perform the following actions:
Setting up Answer Bot
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Understanding how Answer Bot works
How does Answer Bot process natural language?
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Understanding where you can use Answer Bot
Answer Bot functionality is available in a number of Zendesk products and integrations. This article is a guide to all the ways you can use Answer Bot, and where to find more information on adding it to your toolbox.
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Using Answer Bot with web forms
When a user submits a support request through a web form on your Help Center, Answer Bot can immediately suggest links to potentially relevant knowledge base articles.
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Using labels in Answer Bot triggers
You can use labels to help with targeting for your Answer Bot triggers. Adding labels to your Answer Bot triggers is optional. Labels enable you to specify a limited subset of articles that you want to search within.
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Setting up Answer Bot triggers, views and workflows
Figuring out the best way to set up Answer Bot triggers, automations, views, and tags can be confusing for a lot of users.
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Analyzing your Answer Bot activity
Zendesk Explore features a pre-built dashboard to help you monitor your Answer Bot activity and article effectiveness. The dashboard can help you identify if Answer Bot is solving your support requests, how quickly users are opening suggested articles, and how your individual articles are performing.
