Help center guide for end users

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<strong>Support with</strong>
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<td>Knowledge Professional or Enterprise</td>
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<p id="docs-ai-summary-toggle">Verified AI summary <span id="up-triangle">◀</span><span id="down-triangle">▼</span></p>
<p id="docs-ai-summary-content">The help center offers a self-service support option, allowing you to find answers in the knowledge base or community. Use search features, content tags, and filters to locate information. Participate by posting in the community and manage your contributions and subscriptions. AI-powered search provides direct answers, and you can respond to approval requests. Customize notifications to stay updated on new content.</p>
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<div class="body">
<p class="p">The help center is designed to provide end users with a complete self-service support option.
They can get information from the knowledge base or turn to the community,
if available, for answers. If they can't find an answer, they can submit a
request to an agent.</p>
<div class="p">
<div class="note note">
<span class="notetitle">Note:</span> If your help center has been customized, options might appear
differently or be missing.</div>
</div>
<p class="p">For information about submitting and tracking support requests, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408846805530" target="_blank">Submitting and tracking requests in the help center
Customer Portal</a>.</p>
<p class="p">Topics covered in this article:</p>
<ul class="ul" id="topic_f2r_1py_43__ul_gcw_ssc_lk">
<li class="li"><a class="xref" href="#topic_kdk_srm_4k">Anatomy of the help
center</a></li>
<li class="li"><a class="xref" href="#search_content">Searching for content</a></li>
<li class="li"><a class="xref" href="#topic_yq2_sqm_hvb">Using content
tags</a></li>
<li class="li"><a class="xref" href="#topic_ilh_5dk_ytb">Using the search
filters</a></li>
<li class="li"><a class="xref" href="#topic_ftm_djj_42c">Using generative search to receive AI-powered answers to your search query</a></li>
<li class="li"><a class="xref" href="#topic_gxy_32m_2s">Sorting content in the community</a></li>
<li class="li"><a class="xref" href="#topic_rkt_drt_1jb">Making posts in the community</a></li>
<li class="li"><a class="xref" href="#topic_d1b_y5c_lk">Viewing your community
contributions</a></li>
<li class="li"><a class="xref" href="#topic_ysq_y5c_lk">Following content in the KB
and community to get notifications</a></li>
<li class="li"><a class="xref" href="#topic_dyx_1yb_yy">Viewing and managing your subscriptions</a></li>
<li class="li"><a class="xref" href="#topic_efh_fqc_yy">Sharing links to specific comments</a></li>
<li class="li"><a class="xref" href="#topic_ay1_m3h_zfc">Responding to approval requests as an end user</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_kdk_srm_4k">
<h2 class="title topictitle2" id="ariaid-title2">Anatomy of the help center</h2>
<div class="body">
<p class="p">The help center can consist of a knowledge base and a community
platform.</p>
<p class="p">You can use search to find information in both the knowledge base and the
community at the same time. The search results are displayed in two
columns, with one column listing the knowledge base results and the
other listing the community results. </p>
<p class="p">You can browse the content in one or the other by clicking <strong class="ph b">Knowledge
base</strong> or <strong class="ph b">Community</strong>. See the following sections for
more information.</p>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested2" id="topic_dgp_x3f_4k">
<h3 class="title topictitle3" id="ariaid-title3">Getting around the knowledge base</h3>
<div class="body">
<p class="p">The knowledge base consists of categories, sections, and
articles. Articles are grouped in sections, and sections are
grouped in categories.</p>
<p class="p"><img class="image img-screenshot" id="topic_dgp_x3f_4k__image_mgy_3ml_fhb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/hc_knowledge_base_structure.png" width="275"></p>
<p class="p">To get around the knowledge base, you can use search or browse
categories and sections. If available, use breadcrumbs to go
home or to a parent section or category. Depending on how
your help center is configured, you may also have links to
browse recently viewed articles, related articles, or
promoted articles. You can subscribe to sections or articles
so that you're notified when somebody creates an article or
comments on an article.</p>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested2" id="topic_dqx_znw_3k">
<h3 class="title topictitle3" id="ariaid-title4">Getting around the community</h3>
<div class="body">
<p class="p">The community is where you can post questions or ideas or provide
answers. Community posts are associated with topics of
discussion.</p>
<p class="p"><img class="image img-screenshot" id="topic_dqx_znw_3k__image_pdr_qm5_fhb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/hc_community_structure.png" width="300"></p>
<p class="p">You can use search to get around the community or browse the
community discussion topics. There are also sorting options
available (see <a class="xref" href="#topic_gxy_32m_2s">Sorting content in the community</a>). You can
subscribe to topics or posts so that you're notified when
somebody creates a post or comments on a post.</p>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="search_content">
<h2 class="title topictitle2" id="ariaid-title5">Searching for content</h2>
<div class="body">
<p class="p">There are a number of methods you can use to find content in the
knowledge base or community.</p>
<p class="p">When you first click in the search field, a list of articles appears in a
drop-down field. These articles are suggested content that you might
find useful, regardless of your search query. When you type at least
three characters of your search term, this list disappears and is
replaced by instant search results that match your query. </p>
<div class="p">
<div class="note note" id="search_content__note_o5d_rzb_fxb">
<span class="notetitle">Note:</span> When you search, any comments associated
with an article and post are also searched. Therefore, the
search term might not be in an article or post itself, but
in a linked comment.</div>
</div>
<ul class="ul" id="search_content__ul_q3y_ywq_vjb">
<li class="li">
<strong class="ph b">Find multiple words</strong>: Use double quotes (") around each
word to find content that contains all those words.<p class="p">For
example, <code class="ph codeph">"article" "title" "section"
"author"</code> retrieves content that contains
all four words, in any order. Make sure you put
spaces between the search words, otherwise the
search handles the text as one string. </p>
<div class="p">You'll
get hits if there is a <a class="xref" href="https://www.elastic.co/guide/en/elasticsearch/guide/master/stemming.html" target="_blank">stemmed</a>
version of a word (e.g. <em class="ph i">articles</em>). You won't
get hits where content contains only the words
<em class="ph i">title </em>and <em class="ph i">section</em>, for example.
<div class="note note">
<span class="notetitle">Note:</span> If you use single quotes (') around a word,
the single quotes are ignored. If you search for
<code class="ph codeph">'article' 'title' 'section'
'author'</code>, you'll see hits for all content
that contains any of the words <em class="ph i">title</em> or
<em class="ph i">article</em> or <em class="ph i">section </em>or
<em class="ph i">author</em>(exactly as if you had searched
without the single quotes).</div>
</div>
</li>
<li class="li">
<strong class="ph b">Find a phrase: </strong> Use double quotes (") around a phrase to
find content that contains all the words in that
phrase.<div class="p">For example, <code class="ph codeph">"article
title"</code> retrieves all content that
contains the words <em class="ph i">article</em> and <em class="ph i">title</em>,
in that order. You'll also get hits if there is a
<a class="xref" href="https://www.elastic.co/guide/en/elasticsearch/guide/master/stemming.html" target="_blank">stemmed</a>
version of the word (e.g. <em class="ph i">articles</em>). You
won't get hits where content contains only the word
<em class="ph i">title</em>, for example.<div class="note note">
<span class="notetitle">Note:</span> If you use single
quotes (') around a phrase, the single quotes are
ignored.</div>
</div>
</li>
<li class="li">
<strong class="ph b">Exclude results containing certain words</strong>: Use the minus
operator (-) in front of the search term to find every
article or post that does not include that word or
phrase.<p class="p">For example, <code class="ph codeph">reporting bugs
-support</code> returns content containing the
words <em class="ph i">reporting</em> and <em class="ph i">bugs</em>, but excludes
those that contain the word <em class="ph i">support</em> from the
result set.</p>
</li>
<li class="li">
<strong class="ph b">Combine operands for advanced search</strong>: you can combine the
operands above to find a very specific set of results.<p class="p">For
example, <code class="ph codeph">"reporting bugs" -support</code>
returns hits for content that contains both the
words <em class="ph i">reporting</em> and <em class="ph i">bugs</em>, but does not
contain the word <em class="ph i">support</em>.</p>
</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested1" id="topic_yq2_sqm_hvb">
<h2 class="title topictitle2" id="ariaid-title6">Using content tags</h2>
<div class="body">
<p class="p" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4848925672730" target="_blank">Content tags</a> help you
easily locate related content across your entire help center. When
content tags are assigned to articles and posts, they appear at the
bottom of the content page. When you click a tag, a search results
page opens, listing all help center content that shares the same
tag. </p>
<p class="p">If your help center is configured to allow content tags to be applied to
community posts, you can also add or remove content tags from the
posts that you create. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5003830600474" target="_blank">Adding content tags to
community posts</a>.</p>
<p class="p"><strong class="ph b">Example: Using content tags to find related content</strong></p>
<p class="p">You can click content tags that appear on articles or posts to find
related content across your help center. This example shows an
article with the “federated search” and “search crawler” content
tags.</p>
<p class="p"><img class="image img-screenshot" id="topic_yq2_sqm_hvb__image_okq_bwm_hvb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ew%3Aguide-content-tag-example.png" width="600"></p>
<p class="p">When you click the “federated search” tag in this example, a search
results page appears with links to all help center content that
shares that tag. You can use this page to navigate to related topics
without having to sort through search results. This image shows the
search results page with four links to related content.</p>
<p class="p"><img class="image img-screenshot" id="topic_yq2_sqm_hvb__image_s3t_3wm_hvb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ew%3Aguide-content-tag-search-results.png" width="600"></p>
</div>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested1" id="topic_ilh_5dk_ytb">
<h2 class="title topictitle2" id="ariaid-title7">Using the search filters</h2>
<div class="body">
<p class="p">You can use the search results filter panel to refine the content that
appears in the search results pane. Filters appear as bolded
headings that display the content groupings within that filter and
the number of search results for each content group. </p>
<p class="p"><img class="image img-screenshot" id="topic_ilh_5dk_ytb__image_vvl_wgk_ytb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/search-crawler-guide-filter.png" width="600"></p>
<div class="p">You can select the following filter options to control the content that
is displayed on the search results page.<div class="note note" id="topic_ilh_5dk_ytb__note_ogk_k2k_ytb">
<span class="notetitle">Note:</span> The filter options available to you may vary depending on
your help center customization. </div>
</div>
<div class="p">
<ul class="ul" id="topic_ilh_5dk_ytb__ul_dz4_s2k_ytb">
<li class="li">
<strong class="ph b">Source</strong> - Search results grouped by their point of
origin. Your native help center is a default source.
Additional sources are defined during multiple help
center enablement and Federated Search
configuration. If content from only one source is
relevant to the search, the content from that source
will be selected by default and the source filter
will not appear. The source filter can contain one
or more of the following:<ul class="ul" id="topic_ilh_5dk_ytb__ul_e22_52k_ytb">
<li class="li">
<strong class="ph b">All sources </strong>- Content from the native
help center and, if configured, other help centers
and external content.</li>
<li class="li">
<strong class="ph b">Other help center brands in the account</strong>
- Search results from each help center brand, if
multiple help centers are enabled and search has
been configured to include results from those help
centers.</li>
<li class="li">
<strong class="ph b">External content</strong> - Content from
external sources that match the search query (for
example website name). This filter is available
only if Federated Search is enabled and search has
been configured to include results from external
content. External content sources are defined
during search crawler setup or through the
Federated Search API. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4593564000410" target="_blank">About Zendesk
Federated Search</a>.</li>
</ul>
</li>
<li class="li">
<strong class="ph b">Type</strong> - Search results grouped by the kind of
content that the search result is. Articles are a
default content type and will always appear.
Additional types appear if a community is enabled
(Community posts) and if there are external content
of other types in your search results. The Type
filter can contain one or more of the following:<ul class="ul" id="topic_ilh_5dk_ytb__ul_qqy_hfk_ytb">
<li class="li" dir="ltr">
<strong class="ph b">All Types </strong>- Content from all
defined types in your application.</li>
<li class="li" dir="ltr">
<strong class="ph b">Articles</strong> - Help center
articles that match the search query. Articles can
originate from either the native help center or
other help centers in your account, if multiple
help center search is enabled (see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408821552666-Enabling-search-across-multiple-help-centers" target="_blank">Enabling search
across multiple help centers</a>). When you
select this type, the <strong class="ph b">By Category </strong>subfilter
appears, allowing you to further refine your
search.</li>
<li class="li">
<strong class="ph b">Community</strong> - Community posts that match
the search query. When you select this type,
the<strong class="ph b"> By Topic </strong>subfilter appears, allowing
you to further refine your search.</li>
</ul>
</li>
</ul>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title8" class="topic nested1" id="topic_ftm_djj_42c">
<h2 class="title topictitle2" id="ariaid-title8">Using generative search to receive AI-powered answers to your search query</h2>
<div class="body">
<p class="p">With generative search, you can enter questions or phrases in the help
center search field and receive AI-generated answers to your
question. Answers are posted in a box above the search results, and
provide you with the information you're looking for without
requiring you to open each link and scan through the articles for an
answer. </p>
<p class="p"><img class="image img-screenshot" id="topic_ftm_djj_42c__image_wtc_jnk_y1c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/guide-gensearch-search-results.png" width="600"></p>
<p class="p">If there is not enough information for AI to generate an answer, you'll
receive instructions to rephrase your search to sound more like a
question or phrase. For example, the search query "What documents do
we need to provide to create a joint account?" is more likely to
generate an answer than the search terms "joint account."</p>
</div>
</div>
<div aria-labelledby="ariaid-title9" class="topic nested1" id="topic_gxy_32m_2s">
<h2 class="title topictitle2" id="ariaid-title9">Sorting content in the community</h2>
<div class="body">
<p class="p">If the help center includes community forums, you can view content in the
community by browsing topics or by showing all the posts in
community, regardless of topic. Within topics you can sort posts by
newest, recent activity, votes, or comments. Within a post, you can
sort comments according to date or votes.</p>
<p class="p"><strong class="ph b">To show all posts across all topics</strong></p>
<div class="p">
<ul class="ul" id="topic_gxy_32m_2s__ul_h2j_w34_fs">
<li class="li">On the community landing page, click the arrow beside
<strong class="ph b">Community</strong>, then select <strong class="ph b">Show all
posts</strong>.<p class="p"><img class="image img-screenshot" id="topic_gxy_32m_2s__image_kdq_y34_fs" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/hc_comm_show_all_comments_across_topics2.png"></p>
<p class="p">All of the community
posts appear in a list, regardless of which topic
they are associated with. To show all topics
again, select <strong class="ph b">Show topics</strong>.</p>
</li>
</ul>
</div>
<p class="p"><strong class="ph b">To sort community posts within a topic</strong></p>
<div class="p">
<ul class="ul">
<li class="li">In a community topic, select one of the following
options:<ul class="ul" id="topic_gxy_32m_2s__ul_gxf_pk4_fs">
<li class="li">
<strong class="ph b">Newest</strong> - (Default) Lists posts in the
order they were created, starting with the most
recently created</li>
<li class="li">
<strong class="ph b">Recent activity</strong> - Lists posts in the
order of recent comments, starting with the post
that most recently received a comment</li>
<li class="li">
<strong class="ph b">Votes</strong> - Lists posts in order by votes,
starting with the post that has the most
votes</li>
<li class="li">
<strong class="ph b">Comments</strong> - Lists posts in order by
comments, starting with the post that has the most
comments <p class="p"><img class="image img-screenshot" id="topic_gxy_32m_2s__image_jqp_wk4_fs" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/hc_comm_sort_topics.png"></p>
</li>
</ul>
</li>
</ul>
</div>
<p class="p"><strong class="ph b">To sort comments in a topic by date or votes</strong></p>
<div class="p">
<ul class="ul" id="topic_gxy_32m_2s__ul_vgv_bj4_fs">
<li class="li">In a community post, select <strong class="ph b">Dates</strong> or <strong class="ph b">Votes</strong>
to sort the comments by the date the comments were
made or by the number of votes the comments
have.<p class="p">Comments appear chronologically by
default, with the oldest comment appearing
first.</p>
<p class="p"><img class="image img-screenshot" id="topic_gxy_32m_2s__image_lvm_cj4_fs" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/hc_comm_sort_comments2.png"></p>
</li>
</ul>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title10" class="topic nested1" id="topic_rkt_drt_1jb">
<h2 class="title topictitle2" id="ariaid-title10">Making posts in the community</h2>
<div class="body">
<p class="p">If the help center includes community forums, you can participate in the
community by making a post or a comment to ask questions, provide
answers, or share ideas, among other things. Before you post, it's
always a good idea to run a quick search to see if the question has
already been asked and answered in the community.</p>
<p class="p"><strong class="ph b">To make a community post</strong></p>
<ol class="ol" id="topic_rkt_drt_1jb__ol_m4b_tzt_1jb">
<li class="li">Click <strong class="ph b">New post</strong> in the top-right side of any community
page.<p class="p"><img class="image img-screenshot" id="topic_rkt_drt_1jb__image_n4b_tzt_1jb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/hc_comm_new_post_button.png"></p>
</li>
<li class="li">Enter a <strong class="ph b">Title</strong> for your post.</li>
<li class="li">Enter <strong class="ph b">Details</strong>, which might be anything, including a
question, feature request, or tip.<ul class="ul" id="topic_rkt_drt_1jb__ul_hhg_wb5_1jb">
<li class="li">Use the toolbar for formatting options or to add
links or images (GIF, JPEG, or PNG).<p class="p">You can add
an image with a maximum file size of 2MB. If you
add images to a post in a restricted topic, be
aware that users who follow your content will only
see these images within their email notifications
for a limited amount of time (seven
days).</p>
</li>
<li class="li" id="topic_rkt_drt_1jb__mention">@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. To mention another user using
@mentions, that user must have submitted at least
one post or comment in the community.<p class="p">For
instance, if you want to @mention Jane Doe, type
"@Jan," then select Jane Doe. The user mentioned
is automatically emailed, and now <a class="xref" href="#topic_ysq_y5c_lk"><em class="ph i">follows</em></a> the post. </p>
</li>
</ul>
</li>
<li class="li">Select a <strong class="ph b">Topic</strong> for the post from the drop-down menu, if
you want to change the selected topic.</li>
<li class="li">Click <strong class="ph b">Submit</strong>.</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title11" class="topic nested1" id="topic_d1b_y5c_lk">
<h2 class="title topictitle2" id="ariaid-title11">Viewing your contributions</h2>
<div class="body">
<p class="p">If the help center includes community, you can participate in the
community by making a post or a comment. You can also participate by
making comments on articles, if article commenting is enabled. You
can view all your own contributions in one place. </p>
<p class="p"><strong class="ph b">To view all your contributions</strong></p>
<ol class="ol" id="topic_d1b_y5c_lk__ol_db4_v4d_yy">
<li class="li">Click your profile icon on the upper-right side of any page, and
then click <strong class="ph b">My activities</strong>.</li>
<li class="li">Click <strong class="ph b">Contributions</strong>.<p class="p">Any posts you've made show by
default.</p>
<p class="p"><img class="image img-screenshot" id="topic_d1b_y5c_lk__image_eb4_v4d_yy" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/hc_contributions.png" width="600"></p>
</li>
<li class="li">Click <strong class="ph b">Community comments</strong> or <strong class="ph b">Article comments</strong> to
view the comments you've made on post or articles.</li>
<li class="li">Click any link to view the contribution. </li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title12" class="topic nested1" id="topic_ysq_y5c_lk">
<h2 class="title topictitle2" id="ariaid-title12">Following content in the KB and community to get notifications</h2>
<div class="body">
<div class="p">
<div class="note note" id="topic_ysq_y5c_lk__note_uf1_xzg_xdc">
<span class="notetitle">Note:</span> Suspended users do not receive notifications
from articles and sections they are following.</div>
You can
choose to follow select sections and articles in the knowledge base
and topics and posts in the community. When you create a community
post or comment on an article or post, you are automatically
subscribed to follow that article or post. </div>
<p class="p">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.
You will not be notified when updates are made to the body of an
article, post, or comment. </p>
<p class="p">If a section you are following contains additional sections, you must
also follow those individual subsections to receive notifications
for them.</p>
<p class="p">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.</p>
<p class="p">You can stop following content at any time.</p>
</div>
<div aria-labelledby="ariaid-title13" class="topic nested2" id="topic_qxm_zxb_yy">
<h3 class="title topictitle3" id="ariaid-title13">Following content</h3>
<div class="body">
<p class="p">In the knowledge base, you can follow sections and individual
articles. You cannot follow entire categories. In the
community, you can follow topics and posts. You will
<em class="ph i">not</em> be notified when updates are made to
existing articles or posts. </p>
<p class="p">You cannot automatically follow all new articles across the help
center. You must follow each section instead. </p>
<p class="p"><strong class="ph b">To follow a section or topic</strong></p>
<ol class="ol" id="topic_qxm_zxb_yy__ol_n11_pzc_lk">
<li class="li">Navigate to the section or topic that you want to
follow.</li>
<li class="li">Click <strong class="ph b">Follow</strong>, then choose notifications for only
new articles/posts <em class="ph i">or</em> for all new
articles/posts and all comments. <p class="p"><img class="image img-screenshot" id="topic_qxm_zxb_yy__image_frw_2kc_yy" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/hc_section_topic_follow.png"></p>
<p class="p">For articles/posts,
you will receive email notifications for new
articles/posts only in the section or topic. For
articles/post and comments, you will receive email
notifications for all new articles/posts in the
section or topic and any new comments. </p>
</li>
</ol>
<p class="p"><strong class="ph b">To follow an article or post</strong></p>
<ol class="ol" id="topic_qxm_zxb_yy__ol_yts_zcy_5t">
<li class="li">Navigate to the article or post.</li>
<li class="li">Click <strong class="ph b">Follow</strong>.<p class="p"><img class="image img-screenshot" id="topic_qxm_zxb_yy__image_brm_ymc_yy" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/hc_article_post_follow.png"></p>
<p class="p">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.</p>
</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title14" class="topic nested2" id="topic_b1j_1yb_yy">
<h3 class="title topictitle3" id="ariaid-title14">Unfollowing content</h3>
<div class="body">
<p class="p">You can stop following content at any time if you no longer want
to receive notifications. For sections and topics, you can
also modify your subscription if you decide you only want
notifications for new articles/posts and not all comments or
vice versa.</p>
<div class="p">
<strong class="ph b">To stop following a section or topic</strong><ul class="ul" id="topic_b1j_1yb_yy__ul_jtm_fnc_yy">
<li class="li">In the section or topic, click <strong class="ph b">Following</strong>,
then select <strong class="ph b">Unfollow</strong>.<p class="p"><img class="image img-screenshot" id="topic_b1j_1yb_yy__image_qsb_npc_yy" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/hc_section_topic_unfollow.png"></p>
</li>
</ul>
</div>
<div class="p">
<strong class="ph b">To stop following an article or post</strong><ul class="ul" id="topic_b1j_1yb_yy__ul_rsr_vxb_yy">
<li class="li">In the article or post, click
<strong class="ph b">Following</strong>.<p class="p"><img class="image img-screenshot" id="topic_b1j_1yb_yy__image_itv_npc_yy" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/hc_article_post_unfollow.png"></p>
<p class="p">The button changes
to <strong class="ph b">Unfollow</strong>, indicating that you are no
longer following the post.</p>
</li>
</ul>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title15" class="topic nested1" id="topic_dyx_1yb_yy">
<h2 class="title topictitle2" id="ariaid-title15">Viewing and managing your subscriptions</h2>
<div class="body">
<p class="p">You can view and modify all your subscriptions in one place. You must be
signed in as an end user to manage your subscriptions.</p>
<p class="p">Subscriptions are managed in My Activities in the Customer Portal of the
help center.</p>
<p class="p"><strong class="ph b">To manage your subscriptions</strong></p>
<ol class="ol" id="topic_dyx_1yb_yy__ol_j5z_5zc_lk">
<li class="li">Click your profile icon on the upper-right side of any page, and
then click <strong class="ph b">Activities</strong>. <p class="p"><img class="image img-screenshot" id="topic_dyx_1yb_yy__image_jp5_wlb_3sb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/guide_enduser_profile_menu_2.png" width="175"></p>
<div class="p">
<div class="note note">
<span class="notetitle">Note:</span> You must be signed in as an end user to see
the link.</div>
</div>
</li>
<li class="li">Click <strong class="ph b">Following</strong>. <p class="p"><img class="image img-screenshot" id="topic_dyx_1yb_yy__image_qgq_zzc_lk" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/hc_my_subs.png"></p>
</li>
<li class="li">Make any changes to your subscriptions. <p class="p">Unsubscribing removes
the subscription from the page.</p>
</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title16" class="topic nested1" id="topic_efh_fqc_yy">
<h2 class="title topictitle2" id="ariaid-title16">Sharing links to specific comments</h2>
<div class="body">
<p class="p">You can share a link to a comment on an article or a post to point users
to the exact answer or solution.</p>
<p class="p"><strong class="ph b">To copy a link to a specific comment</strong></p>
<div class="p">
<ol class="ol" id="topic_efh_fqc_yy__ol_rhq_24d_yy">
<li class="li">Click the options menu beside the comment, then select
<strong class="ph b">Permalink</strong>.<p class="p"><img class="image img-screenshot" id="topic_efh_fqc_yy__image_vkh_j4d_yy" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/hc_comment_permalink.png"></p>
</li>
<li class="li">Click <strong class="ph b">Copy</strong>.</li>
<li class="li">Paste the link where you want to share it.</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title17" class="topic nested1" id="topic_efz_lfh_zfc">
<h2 class="title topictitle2" id="ariaid-title17">Responding to approval requests assigned to you as an end user</h2>
<div class="body">
<p class="p"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8481179038490" target="_blank">Approvals</a> are requests
that agents make on behalf of other agents and end users. End users
must view and respond to approval requests through the customer
portal in the help center.</p>
</div>
<div aria-labelledby="ariaid-title18" class="topic nested2" id="topic_vxx_33h_zfc">
<h3 class="title topictitle3" id="ariaid-title18">Accessing approval requests assigned to you as an end user</h3>
<div class="body">
<p class="p">End user approvers can use the links from the approval requested
notification emails to open and respond to an approval
request directly. However, they can also see a list of
approval requests they're assigned to approve within the
customer portal.</p>
<div class="p">
<strong class="ph b">To view approval requests for which you are the end user
approver</strong><ul class="ul" id="topic_vxx_33h_zfc__ul_qt1_fhh_zfc">
<li class="li">Click your profile icon on the upper-right side
of any help center page, and then click
<strong class="ph b">Approval requests</strong>.</li>
</ul>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title19" class="topic nested2" id="topic_ay1_m3h_zfc">
<h3 class="title topictitle3" id="ariaid-title19">Responding to approval requests as an end user</h3>
<div class="body">
<p class="p">End user approvers can respond to an approval request from the
help center. You’ll receive an email notification when your
approval is requested and if any comments are added to an
approval request for which you are the approver.</p>
<p class="p"><strong class="ph b">To respond to an approval request as an end user</strong></p>
<ol class="ol" id="topic_ay1_m3h_zfc__ol_dx5_brm_ydc">
<li class="li">In the email notification, click <strong class="ph b">Review
request</strong>.<p class="p"><img class="image img-screenshot" id="topic_ay1_m3h_zfc__image_fqv_crm_ydc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/es_approvals_agent_email.png" width="400"></p>
<p class="p">If you’re not already logged in, you’ll
be prompted to log into the help center.</p>
</li>
<li class="li">Review the request, then do one of the following:<ul class="ul" id="topic_ay1_m3h_zfc__ul_wsh_p4p_vgc">
<li class="li">If you need to add notes, comments, or request
additional information before you approve or deny
the request, enter a comment and click
<strong class="ph b">Send</strong>.</li>
<li class="li">Click <strong class="ph b">Approve request</strong>.</li>
<li class="li">Click <strong class="ph b">Deny request</strong>.<p class="p"><img class="image img-screenshot" id="topic_ay1_m3h_zfc__image_ahx_2rm_ydc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/es_approvals_end_user_respond.png" width="500"></p>
</li>
</ul>
<p class="p">
</p>
</li>
</ol>
</div>
</div>
</div>
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