Using Zendesk Support and Zendesk Knowledge together

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<p id="docs-hc-snippet" style="display: none;">Zendesk Support and Zendesk Knowledge work in tandem to help you set up and manage your self-service customer experience and support workflow.</p>
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<strong>Support with</strong>
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<p class="p">Zendesk Support and Zendesk Knowledge work in tandem to help you set up and manage your
self-service customer experience and support workflow.</p>
<p class="p">Zendesk Support is the powerful back-end of your support operations: defining your support
workflow and helping you manage your users and ticket queue. Zendesk Knowledge is the help
center you provide to your customers and it contains your knowledge base content and gives
your customers easy access to request support from your staff.</p>
<p class="p">As you’ll discover in this article, Support and Knowledge work closely together and some of
the key elements of your customer experience, as it’s presented to your customers in your help
center, are configured and enabled in Zendesk Support.</p>
<p class="p">This article contains two main sections: </p>
<ul class="ul" id="topic-1__ul_fpv_yyd_hpb">
<li class="li">
<a class="xref" href="#topic_jfy_5qj_nlb">Enabling end users and agents to access and
contribute to your self-service channel </a>
</li>
<li class="li">
<a class="xref" href="zug_support_guide_together.html#topic_v1d_mrj_nlb">Enhancing and managing the self-service customer experience</a>
</li>
</ul>
<p class="p">The first explains the basics of setting up help center access for end users and agents and
also how agents both promote and contribute to your self service efforts and goals. The other
section provides information about how admins can use Support and Knowledge together to
improve the customer support experience and how they can track, manage, and improve self
service content. </p>
<p class="p">If you’re just getting started with Zendesk Suite (and specifically setting up your help
center and self service channel) and want to launch it quickly, the first section provides you
with the essential information you need. The information in the second section is more
advanced and may be steps that you want to take after launching your support solution.</p>
<div class="p">
<div class="note note">
<span class="notetitle">Note:</span> If you want to learn more about setting up a self service channel, see the series <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408885576346" target="_blank"><u class="ph u">Getting started with self-service</u></a>.</div>
</div>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_jfy_5qj_nlb">
<h2 class="title topictitle2" id="ariaid-title2">Enabling end users and agents to access and contribute to your self-service channel</h2>
<div class="body">
<div class="p">This section describes how you can enable end users and agents to access and contribute to
your self service channel and contains the following topics:<ul class="ul" id="topic_jfy_5qj_nlb__ul_lvw_3sj_nlb">
<li class="li"><a class="xref" href="#topic_v3b_zfd_v3">Configuring end user access for
submitting tickets and viewing your help center</a></li>
<li class="li"><a class="xref" href="#topic_r1f_4gd_v3">Granting agents Knowledge admin
privileges</a></li>
<li class="li"><a class="xref" href="#topic_uv2_331_53">Restricting view and edit access to
specific content in your help center</a></li>
<li class="li"><a class="xref" href="#topic_czm_dbn_ldb">Directing customers to the self-service content in your help center</a></li>
<li class="li"><a class="xref" href="#topic_5zm_cmt_ldb">Providing feedback about and contributing new content to the knowledge base</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested2" id="topic_v3b_zfd_v3">
<h3 class="title topictitle3" id="ariaid-title3">Configuring end-user access for submitting tickets and viewing your help center</h3>
<div class="body">
<p class="p">Because your customers are the key element in all that you do with Zendesk, the customer
(or end user) records are shared across all products. This means that you need to
configure user access and user roles in Support that will affect Knowledge.</p>
<p class="p">Administrators in Zendesk Support can use the Customers and Security settings pages to
define the type of access that you allow your customers. These access settings affect
<em class="ph i">both</em> Support and Knowledge access. </p>
<p class="p"><img class="image img-screenshot" id="topic_v3b_zfd_v3__image_rmb_254_gfb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/customers-settings.jpeg" width="450"></p>
<div class="p">Access to both Support and Knowledge is defined as being <em class="ph i">open</em>, <em class="ph i">closed</em>, or
<em class="ph i">restricted</em>. <ul class="ul" id="topic_v3b_zfd_v3__ul_mr3_t11_wkb">
<li class="li">
<em class="ph i">Open</em> means that everyone can see your help center and submit support
requests. </li>
<li class="li">
<em class="ph i">Closed</em> means your help center is visible to everyone but only the users that
you add to your Zendesk account can sign in and submit support requests. </li>
<li class="li">
<em class="ph i">Restricted</em> means that your help center is visible to all users but only users
with email addresses in domains that you approve are able to successfully submit
support requests.</li>
</ul>
</div>
<div class="p">For Support, access determines if incoming support requests become tickets and user
accounts are created. For Knowledge, access settings affect who can create tickets using
your support request form.<div class="note note">
<span class="notetitle">Note:</span> Access determines availability of your help center as a
whole, but does not control visibility of individual articles (see <a class="xref" href="#topic_uv2_331_53">Restricting view and edit access to specific
content in your help center</a>).</div>
</div>
<div class="p">In Support, you can also configure what type of user authentication is used; how users
register and sign-in to receive support and use your help center.<table border="1" cellpadding="4" cellspacing="0" class="simpletable" id="topic_v3b_zfd_v3__simpletable_h53_52t_ldb" summary="">
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<col style="width:50%">
<thead>
<tr class="sthead">
<th class="stentry" id="d48e173" style="vertical-align:bottom;text-align:left;">Zendesk Support</th>
<th class="stentry" id="d48e176" style="vertical-align:bottom;text-align:left;">Zendesk Knowledge</th>
</tr>
</thead>
<tbody>
<tr class="strow">
<td class="stentry" headers="d48e173" style="vertical-align:top;">Define who can submit tickets, if customers are required to register, help
center access, authentication methods.<div class="p">See:<ul class="ul" id="topic_v3b_zfd_v3__ul_q2q_w2t_ldb">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408887573274" target="_blank">Understanding options for end-user access and sign-in</a></li>
</ul>
</div>
</td>
<td class="stentry" headers="d48e176" style="vertical-align:top;">Require users to sign-in to see and use your help center (this allows you to
create a closed help center). <div class="p">See:<ul class="ul" id="topic_v3b_zfd_v3__ul_lnb_1ft_ldb">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408842656154" target="_blank">Restricting help center access to signed-in
end users</a></li>
</ul>
</div>
</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested2" id="topic_r1f_4gd_v3">
<h3 class="title topictitle3" id="ariaid-title4">Granting agents Knowledge admin privileges</h3>
<div class="body">
<p class="p">An agent’s role in Knowledge is, by default, defined as <em class="ph i">Knowledge Viewer</em>. This
role allows them to participate in the knowledge base, but they don’t have any management
privileges. Their permissions related to content are not role based, but are determined by
user segments. (There’s another layer of access permission for content that is explained
in <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408882448922#topic_uv2_331_53" target="_blank">Restricting view and edit access to specific areas of
content in your help center</a>). </p>
<p class="p"><img class="image img-screenshot" id="topic_r1f_4gd_v3__image_dbt_q54_gfb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/managed_by_article_setting.png" width="250"></p>
<p class="p">Administrators are defined as <em class="ph i">Knowledge admins</em> and are granted all privileges in
Knowledge, including all management privileges and access to all content, regardless of
user segment. Administrators can also grant full Knowledge admin privileges to agents. </p>
<div class="p">
<table border="1" cellpadding="4" cellspacing="0" class="simpletable" id="topic_r1f_4gd_v3__simpletable_vwr_5ft_ldb" summary="">
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<col style="width:50%">
<thead>
<tr class="sthead">
<th class="stentry" id="d48e242" style="vertical-align:bottom;text-align:left;">Zendesk Support</th>
<th class="stentry" id="d48e245" style="vertical-align:bottom;text-align:left;">Zendesk Knowledge</th>
</tr>
</thead>
<tbody>
<tr class="strow">
<td class="stentry" headers="d48e242" style="vertical-align:top;">Grant an agent Knowledge admin privileges.<div class="p">See:<ul class="ul" id="topic_r1f_4gd_v3__ul_sc3_xft_ldb">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408845823386" target="_blank">Changing an agent's role to grant Knowledge admin
privileges</a></li>
</ul>
</div>
</td>
<td class="stentry" headers="d48e245" style="vertical-align:top;">View a comparison of role permissions by role.<div class="p">See:<ul class="ul" id="topic_r1f_4gd_v3__ul_vvw_bgt_ldb">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408827842458#topic_t44_db5_nv" target="_blank">Understanding Knowledge roles and
privileges</a></li>
</ul>
</div>
</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested2" id="topic_uv2_331_53">
<h3 class="title topictitle3" id="ariaid-title5">Restricting view and edit access to specific content in your help center </h3>
<div class="body">
<div class="p">
<div class="note note">
<span class="notetitle">Note:</span> This feature is not available on Suite Team.</div>
After you’ve defined customer
access and staff roles and access, you can further define which parts of the knowledge
base in the help center can be seen and used by both end users and agents. You do this by
creating <em class="ph i">user segments</em>. </div>
<p class="p">A user segment is a collection of end users and/or agents, defined by a specific set of
attributes, used to determine access to help center content.</p>
<p class="p">Each user segment contains either signed-in customers <em class="ph i">or</em> agents. Additionally
determine which signed-in users or agents are included, based on attributes in their user

profiles in Support. For signed-in users, you can add the tags contained in their user
profiles or the organization they’ve been added to (or both). For agents, it’s based on
tags and the agent groups they belong to.</p>
<p class="p"><img class="image img-screenshot" id="topic_uv2_331_53__image_ulb_lv4_gfb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/user_seg_create.png" width="400"></p>
<p class="p">User segments are the building blocks for user permissions. You apply user segments to a
knowledge base article to define viewing access. And you use user segments to build
management permissions that you apply to knowledge base articles to define editing and
publishing permissions. You can apply only one user segment per article for visibility and
one for management.</p>
<p class="p">When you apply a user segment for visibility or management, only those users have
permission to view or edit those knowledge base articles. User segments do not apply to
Knowledge admins, who have access to all sections.</p>
<div class="p">
<table border="1" cellpadding="4" cellspacing="0" class="simpletable" id="topic_uv2_331_53__simpletable_bpt_4gt_ldb" summary="">
<col style="width:50%">
<col style="width:50%">
<thead>
<tr class="sthead">
<th class="stentry" id="d48e320" style="vertical-align:bottom;text-align:left;">Zendesk Support</th>
<th class="stentry" id="d48e323" style="vertical-align:bottom;text-align:left;">Zendesk Knowledge</th>
</tr>
</thead>
<tbody>
<tr class="strow">
<td class="stentry" headers="d48e320" style="vertical-align:top;">For customers, add tags to their user profile or add them to an organization
and use these as criteria for user segments. For agents, use tags and the groups
they belong to.<p class="p">Grant an agent Knowledge admin privileges.</p>
<div class="p">See: <ul class="ul" id="topic_uv2_331_53__ul_3gm_rgt_ldb">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408881573658" target="_blank">Adding tags to users and
organizations</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408894175130" target="_blank">Creating groups</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408882246298" target="_blank">Creating organizations</a></li>
</ul>
</div>
</td>
<td class="stentry" headers="d48e323" style="vertical-align:top;">Create user segments and apply them to articles in the knowledge base.

<p class="p">See: </p>
<ul class="ul" id="topic_uv2_331_53__ul_yvj_5gt_ldb">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408837707290" target="_blank">Creating user segments for Knowledge user
permissions</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408827952538" target="_blank">Creating management permissions to define agent
editing and publishing rights</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408834435738" target="_blank">Setting agent editing and publishing
permissions on knowledge base articles</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408824005914" target="_blank">Setting view permissions on articles with user
segments</a></li>
</ul>
</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested2" id="topic_czm_dbn_ldb">
<h3 class="title topictitle3" id="ariaid-title6">Directing customers to the self-service content in your help center</h3>
<div class="body">
<p class="p">To help ensure that the self-service content you provide to your customers is discovered
and used by your customers, it’s important to direct customers to it. You can help drive
traffic to content in your help center using the agent interface in Zendesk Support.</p>
<p class="p">You can add links to your help center articles in your global macros and agents manually
add links to articles in their personal macros for replies to customers.</p>
<p class="p">Agents can use Knowledge in the Context panel for easy access to help center
articles. They can quickly search for and insert links to relevant articles in their
replies without leaving the ticket.</p>
<p class="p">Another option is to use autoreplies, which uses machine learning to automatically
respond to support requests with a list of potentially relevant knowledge base
articles.</p>
<div class="p">
<div class="note note">
<span class="notetitle">Note:</span> You can find other ideas for linking to and promoting your knowledge base content in
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408828362522" target="_blank">Best practices for driving traffic to your knowledge base and
community</a>.</div>
</div>
<div class="p">
<table border="1" cellpadding="4" cellspacing="0" class="simpletable" id="topic_czm_dbn_ldb__simpletable_bg3_jkt_ldb" summary="">
<col style="width:50%">
<col style="width:50%">
<thead>
<tr class="sthead">
<th class="stentry" id="d48e422" style="vertical-align:bottom;text-align:left;">Zendesk Support</th>
<th class="stentry" id="d48e425" style="vertical-align:bottom;text-align:left;">Zendesk Knowledge</th>
</tr>
</thead>
<tbody>
<tr class="strow">
<td class="stentry" headers="d48e422" style="vertical-align:top;">Agents can use Knowledge in the Context panel to insert links to help
center articles in their ticket replies.<p class="p">Set up autoreplies to automatically
respond to support requests with links to relevant help center
articles.</p>
<div class="p">See:<ul class="ul" id="topic_czm_dbn_ldb__ul_knm_nkt_ldb">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408826700570" target="_blank">Searching for content in the knowledge
section</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5780128753946" target="_blank">Linking, quoting, and pinning content to
tickets</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408820349850" target="_blank">Quickstart guide: Autoreplies with
articles</a></li>
</ul>
</div>
</td>
<td class="stentry" headers="d48e425" style="vertical-align:top;">Provide the knowledge base content in emails and web form.<div class="p">See:<ul class="ul" id="topic_czm_dbn_ldb__ul_dfr_vkt_ldb">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408820349850" target="_blank">Quickstart guide: Autoreplies with
articles</a></li>
</ul>
</div>
</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested2" id="topic_5zm_cmt_ldb">
<h3 class="title topictitle3" id="ariaid-title7">Providing feedback about and contributing new content to the knowledge base</h3>
<div class="body">
<div class="p">
<div class="note note">
<span class="notetitle">Note:</span> This feature is not available on Suite Team.</div>
</div>
<p class="p">Your knowledge base is an invaluable resource for both your customers and your support
staff. Ensuring that your content is accurate, up-to-date, and complete is essential. </p>
<p class="p">Because your agents are constantly interacting with your knowledge base content and have
firsthand experience with how effective it is, they should be active participants in its
development and maintenance. </p>
<p class="p">When you’re starting out to develop knowledge base content, you can analyze your support
data to identify the areas that give your customers the most trouble or confusion and
focus your efforts on documenting them. </p>
<p class="p">On Enterprise plans, agents can use the Team Publishing features to collaborate on and
manage content and you can also set up workflows for reviewing, approving, and publishing
content.</p>
<table border="1" cellpadding="4" cellspacing="0" class="simpletable" id="topic_5zm_cmt_ldb__simpletable_1qf_hmt_ldb" summary="">
<col style="width:50%">
<col style="width:50%">
<thead>
<tr class="sthead">
<th class="stentry" id="d48e502" style="vertical-align:bottom;text-align:left;">Zendesk Support</th>
<th class="stentry" id="d48e505" style="vertical-align:bottom;text-align:left;">Zendesk Knowledge</th>
</tr>
</thead>
<tbody>
<tr class="strow">
<td class="stentry" headers="d48e502" style="vertical-align:top;">Use the Reporting tools in Support to discover which customer issues need
documentation.<p class="p">Use a ticket tagging process to flag issues that need
documentation.</p>
<p class="p">Use an About field on your ticket forms to capture and
categorize issues that need attention and documentation.</p>
<p class="p">Use the Knowledge
Capture app to allow agents to contribute to the knowledge base from within the
agent interface.</p>
<div class="p">See:<ul class="ul" id="topic_5zm_cmt_ldb__ul_hd4_lmt_ldb">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408828230554" target="_blank">Best practices for finding customer issues to
start your knowledge base</a></li>
</ul>
</div>
</td>
<td class="stentry" headers="d48e505" style="vertical-align:top;">Allow agents to directly manage and contribute content to the knowledge
base.<p class="p">Allow agents to collaborate on creating and managing articles by setting up
collaboration workflows with Team Publishing to review, approve, and publish content
(Enterprise plans only).</p>
<div class="p">See:<ul class="ul" id="topic_5zm_cmt_ldb__ul_qz1_5mt_ldb">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408834435738" target="_blank">Allowing agents to add, edit, and delete
articles in knowledge base sections</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408832609562" target="_blank">About Team Publishing</a></li>
</ul>
</div>
</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title8" class="topic nested1" id="topic_v1d_mrj_nlb">
<h2 class="title topictitle2" id="ariaid-title8">Enhancing and managing the self-service customer experience</h2>
<div class="body">
<div class="p">This section describes how you can enhance your self-service channel, monitor help center
activity, and manage content and tickets created from help center comments. It contains the
following topics:<ul class="ul" id="topic_v1d_mrj_nlb__ul_vks_ksj_nlb">
<li class="li"><a class="xref" href="#topic_p22_sw2_2db">Customizing and creating support request
forms</a></li>
<li class="li"><a class="xref" href="#topic_wcm_dy2_2db">Setting up multiple branded versions of
help center</a></li>
<li class="li"><a class="xref" href="#topic_5t2_k1n_ldb">Supporting multiple
languages</a></li>
<li class="li"><a class="xref" href="#topic_hpx_51n_ldb">Embedding Zendesk Support features into
your help center</a></li>
<li class="li"><a class="xref" href="#topic_ngh_xmt_ldb">Measuring user activity in your help
center</a></li>
<li class="li"><a class="xref" href="#topic_brb_vnt_ldb">Moderating end-user content in your help
center</a></li>
<li class="li"><a class="xref" href="#topic_swx_g4t_ldb">Managing spam</a></li>
<li class="li"><a class="xref" href="#topic_dlc_y4t_ldb">Creating and managing tickets from help
center comments</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title9" class="topic nested2" id="topic_p22_sw2_2db">
<h3 class="title topictitle3" id="ariaid-title9">Customizing and creating support request forms</h3>
<div class="body">
<p class="p">The support request form that’s available to customers in the help center is defined in
Support. This form is displayed to customers in the help center when they click the
<strong class="ph b">Submit a request</strong> link in the upper-right corner of your help center. You don’t
see this form in the help center when you’re signed-in as an admin or agent.</p>
<p class="p"><img class="image img-screenshot" id="topic_p22_sw2_2db__image_kcd_vn3_gfb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/hc_request_form.png" width="400"></p>
<p class="p">The default version of the support request form contains the essential ticket data fields
(email address, subject, and description) and enables customers to include an attachment.
You can add custom fields and make other changes to this form as needed in Support. </p>
<div class="p">On Enterprise plans, you can create multiple ticket forms for different types of support
requests. For example, you can create a ticket form specifically for requesting a refund.
These are created in Support and displayed to customers in the help center as support
request options. You can also use ticket forms in business rules, including views,
triggers, and automations.<table border="1" cellpadding="4" cellspacing="0" class="simpletable" id="topic_p22_sw2_2db__simpletable_5gp_hht_ldb" summary="">
<col style="width:50%">
<col style="width:50%">
<thead>
<tr class="sthead">
<th class="stentry" id="d48e632" style="vertical-align:bottom;text-align:left;">Zendesk Support</th>
<th class="stentry" id="d48e635" style="vertical-align:bottom;text-align:left;">Zendesk Knowledge</th>
</tr>
</thead>
<tbody>
<tr class="strow">
<td class="stentry" headers="d48e632" style="vertical-align:top;">Configure and customize the support request form.<div class="p">
<div class="note note">
<span class="notetitle">Note:</span> On Enterprise plans, you can create multiple ticket forms for different
types of support requests.</div>
</div>
<div class="p">See:<ul class="ul" id="topic_p22_sw2_2db__ul_gnb_lht_ldb">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408883152794" target="_blank">Adding custom fields to your tickets and
support request forms</a></li>
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408846520858" target="_blank">Creating ticket forms to support multiple
request types</a>
</li>
</ul>
</div>
</td>
<td class="stentry" headers="d48e635" style="vertical-align:top;">The support request form is displayed to customers in the help center.</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title10" class="topic nested2" id="topic_wcm_dy2_2db">
<h3 class="title topictitle3" id="ariaid-title10">Setting up multiple branded versions of a help center</h3>
<div class="body">
<p class="p">On most plans, you can set up multiple help center versions for the different brands that
you support (see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408828794778" target="_blank">Creating a help center for one of your
brands</a>).</p>
<p class="p"><img class="image img-screenshot" id="topic_wcm_dy2_2db__image_kcd_vn3_gfb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/hc_brand_dropdown.png"></p>
<p class="p">Brands are defined as customer facing identities can include their own visual branding
elements, domain name, email support addresses, help center, and other customer contact
channels.</p>
<div class="p">Enabling multiple brands is done in Zendesk Support. This is where you define each
brand’s settings (name, domain, logo, and so on) and also enable separate help centers for
brands, if allowed on your plan. Once enabled, you separately manage each help center (for
example, choosing the template, customizing the design, adding and managing content,
restricting access to specific areas of content).<table border="1" cellpadding="4" cellspacing="0" class="simpletable" id="topic_wcm_dy2_2db__simpletable_xb4_5ht_ldb" summary="">
<col style="width:50%">
<col style="width:50%">
<thead>
<tr class="sthead">
<th class="stentry" id="d48e697" style="vertical-align:bottom;text-align:left;">Zendesk Support</th>
<th class="stentry" id="d48e700" style="vertical-align:bottom;text-align:left;">Zendesk Knowledge</th>
</tr>
</thead>
<tbody>
<tr class="strow">
<td class="stentry" headers="d48e697" style="vertical-align:top;">Add brands and enable separate help centers, as allowed.<div class="p">See:<ul class="ul" id="topic_wcm_dy2_2db__ul_bqn_wht_ldb">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408829476378" target="_blank">Setting up multiple brands</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408828794778" target="_blank">Creating a help center for one of your
brands</a></li>
</ul>
</div>
</td>
<td class="stentry" headers="d48e700" style="vertical-align:top;">Customize the look of and manage the content and users for each branded help
center.<div class="p">See:<ul class="ul" id="topic_wcm_dy2_2db__ul_flr_13t_ldb">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408832814362" target="_blank">Viewing a help center for one of your
brands</a></li>
</ul>
</div>
</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title11" class="topic nested2" id="topic_5t2_k1n_ldb">
<h3 class="title topictitle3" id="ariaid-title11">Supporting multiple languages</h3>
<div class="body">
<div class="p">
<div class="note note">
<span class="notetitle">Note:</span> Multi-language support requires Suite Growth or above <em class="ph i">or</em> Support
Professional or Enterprise with any Knowledge plan.</div>
Enabling multiple language
support is an independent process. You enable the languages you want to support for
tickets in Support and enable the languages you want to support for your help center in
Knowledge. </div>
<p class="p">When you enable other supported languages, you’re responsible for providing translations
of the content you add. For Support that means any content you add to your business rules
and support ticket workflow (macros, automations, and triggers). For Knowledge that means
any customized theme content, your help center name, category and section headings, and
articles in your knowledge base. Only standard text in your help center, such as "Submit a
request," is automatically translated for users.</p>
<div class="p">
<table border="1" cellpadding="4" cellspacing="0" class="simpletable" id="topic_5t2_k1n_ldb__simpletable_5yv_j3t_ldb" summary="">
<col style="width:50%">
<col style="width:50%">
<thead>
<tr class="sthead">
<th class="stentry" id="d48e763" style="vertical-align:bottom;text-align:left;">Zendesk Support</th>
<th class="stentry" id="d48e766" style="vertical-align:bottom;text-align:left;">Zendesk Knowledge</th>
</tr>
</thead>
<tbody>
<tr class="strow">
<td class="stentry" headers="d48e763" style="vertical-align:top;">Configure your account settings to support multiple languages.<p class="p">Manage the
translations of content contained in your macros, automations, and triggers using
a feature called dynamic content.</p>
<p class="p">Set and detect a user’s language.
</p>
<p class="p">Include language as a condition in your business rules.</p>
<div class="p">See:<ul class="ul" id="topic_5t2_k1n_ldb__ul_dmg_n3t_ldb">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408888770714" target="_blank">Adding multiple languages to Zendesk
Support</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408882999066" target="_blank">Providing multiple language support with
dynamic content </a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10395044176538" target="_blank">Setting and detecting a user's
language</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10395046998170" target="_blank">Using a requester's language in your business
rules</a></li>
</ul>
</div>
</td>
<td class="stentry" headers="d48e766" style="vertical-align:top;">Specify a default language for your help center and enable any languages you
want to support in it.<p class="p">Localize (translate), words used in your help center
structure and any other text snippets you want to add to the help center user
interface.</p>
<p class="p">Create language versions of your knowledge base articles and
select a provider and a process for translating and publishing your
articles.</p>
<div class="p">See:<ul class="ul" id="topic_5t2_k1n_ldb__ul_rsl_x3t_ldb">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408827609882" target="_blank">Configuring your help center to support
multiple languages</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408834328090" target="_blank">Localizing help center content </a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408886903450" target="_blank">Creating and managing translated content for
your knowledge base</a></li>
</ul>
</div>
</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title12" class="topic nested2" id="topic_ngh_xmt_ldb">
<h3 class="title topictitle3" id="ariaid-title12">Measuring user activity in your help center</h3>
<div class="body">
<p class="p">User activity in your help center is tracked in Explore and is available in the Zendesk
Knowledge dashboard. In the dashboard, you can track knowledge base, search, Knowledge,
and bot statistics.</p>
<p class="p"><img class="image" id="topic_ngh_xmt_ldb__image_pyq_dq3_gfb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore_guide_db_tabs.png" width="600"></p>
<p class="p">For the knowledge base, Support tracks the number of articles created, views, votes,
subscriptions, and comments. Search reporting provides insight such as what your customers
are searching for, if they find what they’re looking for, and the number of tickets
created after a search.</p>
<p class="p">And finally, you can optionally use Google Analytics to track website engagement metrics
such as number of sessions and users, page views, average session duration, bounce rate
and so on. You set up a Google Analytics account and then connect it to Knowledge.</p>
<p class="p"><img class="image img-screenshot" id="topic_ngh_xmt_ldb__image_h5j_pv4_gfb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ga_audience_overview_charts.png"></p>
<p class="p">For more information about measuring help center activity and the success of your
self-service channel, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408894139930" target="_blank">Getting started with self-service - Part 7: Tracking essential
self-service metrics</a>.</p>
<div class="p">
<table border="1" cellpadding="4" cellspacing="0" class="simpletable" id="topic_ngh_xmt_ldb__simpletable_kkf_cnt_ldb" summary="">
<col style="width:50%">
<col style="width:50%">
<thead>
<tr class="sthead">
<th class="stentry" id="d48e873" style="vertical-align:bottom;text-align:left;">Zendesk Support</th>
<th class="stentry" id="d48e876" style="vertical-align:bottom;text-align:left;">Zendesk Knowledge</th>
</tr>
</thead>
<tbody>
<tr class="strow">
<td class="stentry" headers="d48e873" style="vertical-align:top;">Use the Zendesk Knowledge dashboard in Explore to track knowledge base,
search, Knowledge, and bot activity.<div class="p">See:<ul class="ul" id="topic_ngh_xmt_ldb__ul_hvd_fnt_ldb">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408830631962" target="_blank">Analyzing knowledge base activity</a></li>
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408818465562" target="_blank">Analyzing help center search results</a>
</li>
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408887529370" target="_blank">Analyzing your Knowledge activity </a>
</li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4409155069466" target="_blank">Analyzing your autoreplies for article
recommendations</a></li>
</ul>
</div>
</td>
<td class="stentry" headers="d48e876" style="vertical-align:top;">Set up a Google Analytics account, add the tracking ID number to the
Knowledge Admin settings page, and then track website engagement activity in Google
Analytics.<div class="p">See:<ul class="ul" id="topic_ngh_xmt_ldb__ul_lw2_mnt_ldb">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408828643098" target="_blank">Enabling Google Analytics for your help
center</a></li>
</ul>
</div>
</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title13" class="topic nested2" id="topic_brb_vnt_ldb">
<h3 class="title topictitle3" id="ariaid-title13">Moderating end-user content in your help center</h3>
<div class="body">
<div class="p">
<div class="note note">
<span class="notetitle">Note:</span> This feature is not available on Suite Team.</div>
End user participation in your
help center is vital for building community and also helps you scale your support because
many customers are happy to help other customers successfully use your products and
services. However, it can also make sense to control the end-user content contributions,
especially if you’re trying to manage spam (see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408882448922#topic_swx_g4t_ldb" target="_blank">Managing spam</a>).</div>
<p class="p">You can prevent all end-user contributed content or only end-user content that contain
specific words from being published until you allow it to be. When you enable content
moderation, content is sent to a queue, based on your moderation settings, to be reviewed
and approved by a Knowledge admin before being published in your help center.</p>
<div class="p">Moderating end-user content requires Knowledge admin privileges, as described in <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408882448922#topic_r1f_4gd_v3" target="_blank">Granting agents Knowledge admin
privileges</a>.<table border="1" cellpadding="4" cellspacing="0" class="simpletable" id="topic_brb_vnt_ldb__simpletable_4bk_znt_ldb" summary="">
<col style="width:50%">
<col style="width:50%">
<thead>
<tr class="sthead">
<th class="stentry" id="d48e957" style="vertical-align:bottom;text-align:left;">Zendesk Support</th>
<th class="stentry" id="d48e960" style="vertical-align:bottom;text-align:left;">Zendesk Knowledge</th>
</tr>
</thead>
<tbody>
<tr class="strow">
<td class="stentry" headers="d48e957" style="vertical-align:top;">Grant agents Knowledge admin privileges to agents so that they can moderate
content in Knowledge.<div class="p">See:<ul class="ul" id="topic_brb_vnt_ldb__ul_cnz_b4t_ldb">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408845823386" target="_blank">Changing an agent's role to grant Knowledge
admin privileges </a></li>
</ul>
</div>
</td>
<td class="stentry" headers="d48e960" style="vertical-align:top;">For administrators and agents with Knowledge admin privileges, enable content
moderation, manage end-user contributed content, and handle spam and spam user
accounts.<div class="p">See:<ul class="ul" id="topic_brb_vnt_ldb__ul_svh_24t_ldb">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408894193562" target="_blank">Moderating end-user content</a></li>
</ul>
</div>
</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title14" class="topic nested2" id="topic_swx_g4t_ldb">
<h3 class="title topictitle3" id="ariaid-title14">Managing spam</h3>
<div class="body">
<p class="p">Both Support and Knowledge provide tools for preventing, managing, and removing spam and
the user accounts associated with spam.</p>
<p class="p">Support provides filtering for incoming support requests from the email channel, so that
you don’t see and have to deal with it in your ticket queue. However, not all spam is
caught in that filter and there are also reasons why some types of incoming support
requests and emails may be flagged as suspicious. In these cases, Support suspends them
and holds them in the Suspended Tickets view so that you can manually moderate them.</p>
<p class="p">In Knowledge, spam comes in the form of knowledge base comments. To deal with spam in
your help center, the spam filter is enabled by default to prevent new and edited end-user
posts and comments that appear to be spam from being published to your help center.</p>
<p class="p">You can manually flag and remove individual incidents of spam that might get through the
filter. As you manage individual spam in Knowledge, you have the option of not only
deleting the spam content but also of suspending the user who created it. When you suspend
a user, that user can no longer submit tickets or post or comment in your help center.</p>
<p class="p">For more information about all the spam prevention tools in place in the help center, see
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408883183770" target="_blank">About help center spam prevention</a>.</p>
<div class="p">
<table border="1" cellpadding="4" cellspacing="0" class="simpletable" id="topic_swx_g4t_ldb__simpletable_1jp_m4t_ldb" summary="">
<col style="width:50%">
<col style="width:50%">
<thead>
<tr class="sthead">
<th class="stentry" id="d48e1027" style="vertical-align:bottom;text-align:left;">Zendesk Support</th>
<th class="stentry" id="d48e1030" style="vertical-align:bottom;text-align:left;">Zendesk Knowledge</th>
</tr>
</thead>
<tbody>
<tr class="strow">
<td class="stentry" headers="d48e1027" style="vertical-align:top;">Zendesk Support filters and prevents spam from incoming support channels such
as email.<p class="p">Incoming email that is considered suspicious but not clearly spam is
suspended and placed in the Suspended Tickets view.</p>
<p class="p">Users can be suspended
when reviewing a suspended ticket and also in the user’s account
profile.</p>
<div class="p">See:<ul class="ul" id="topic_swx_g4t_ldb__ul_xrp_p4t_ldb">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408889141146" target="_blank">Understanding and managing suspended tickets
and spam</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408889293978" target="_blank">Suspending a user</a></li>
</ul>
</div>
</td>
<td class="stentry" headers="d48e1030" style="vertical-align:top;">Manually mark knowledge base comments as spam.<p class="p">Optionally also suspend an
end user and delete all the content they created in your help center.</p>
<p class="p">Enable
content moderation to control end-user content that appears in your help
center.</p>
<div class="p">See:<ul class="ul" id="topic_swx_g4t_ldb__ul_zhv_t4t_ldb">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408888801690" target="_blank">Using the spam filter to prevent spam in help
center</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838281882" target="_blank">Marking content as spam and removing it from
your help center</a></li>
</ul>
</div>
</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title15" class="topic nested2" id="topic_dlc_y4t_ldb">
<h3 class="title topictitle3" id="ariaid-title15">Creating and managing tickets from help center comments</h3>
<div class="body">
<div class="p">
<div class="div">
<p class="p">Your help center is your self-service channel and its purpose is to enable your
customers to help themselves solve their problems without contacting you for support
(in other words, prevent tickets from being created). However, you also need to
monitor and be an active participant in your help center.</p>
<p class="p">Most importantly,
don’t let questions asked in your help center go unanswered. That’s why it’s a best
practice to assign one or more agents to monitor your help center and answer their
questions when other customers don’t.</p>
Sometimes answering their questions requires
help from other people in your support organization. When that happens, you can create
tickets from help center comments, track down the answer, and then respond with a new
comment or create a ticket on the commenter’s behalf and take the issue offline.</div>
<table border="1" cellpadding="4" cellspacing="0" class="simpletable" id="topic_dlc_y4t_ldb__simpletable_pkg_bpt_ldb" summary="">
<col style="width:50%">
<col style="width:50%">
<thead>
<tr class="sthead">
<th class="stentry" id="d48e1103" style="vertical-align:bottom;text-align:left;">Zendesk Support</th>
<th class="stentry" id="d48e1106" style="vertical-align:bottom;text-align:left;">Zendesk Knowledge</th>
</tr>
</thead>
<tbody>
<tr class="strow">
<td class="stentry" headers="d48e1103" style="vertical-align:top;">Manage and resolve tickets created from comments in your help center. </td>
<td class="stentry" headers="d48e1106" style="vertical-align:top;">Create tickets from comments to follow up on a user question or take an issue
offline.<div class="p">See:<ul class="ul" id="topic_dlc_y4t_ldb__ul_cgm_fpt_ldb">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408834867610" target="_blank">Creating a ticket from a knowledge base
comment</a></li>
</ul>
</div>
</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
</div>
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