Frequently asked questions

Help Center customization

Managing your knowledge base

Working with articles

  • Why is an article's appearance different in the editor than in Help Center?

    The Help Center editor is not a WYSIWYG (what you see is what you get) editor. The editor is, instead, a WYSIWYM (what you see is what you mean) editor. Because of this, the styling of articles while editing, will generally be different from how it looks when published. The reasoning behind this decision is that content structure and presentation is completely split and that styling options are not done in the editor. Instead all styling options are done in the Help Center CSS which is then applied to the content upon publishing. This is the same principle that you find when working with Markdown, the intent versus the finished product.

    Therefore the goal of the article editor is not to exactly show how it will look once published, but rather to allow you to build up the content that you then apply styles to afterwards. This ensures consistency across articles, as opposed to using inline styles, which would be difficult to change at a later stage and generally not recommended for web design.

    The differences in editor versus published appearance is common when adding tables to Help Center articles.

  • How do I update Help Center articles via API?

    The Help Center Update article API endpoints only allow you to update article metadata. These endpoints update article-level metadata such as its promotion status or sorting position. The endpoints do not update translation properties such as the article’s title, body, or draft.

    You will want to use our Translations endpoint to make updates to existing articles’ body content.

  • Does Zendesk have a document storage feature?

    No, at this time Zendesk Support does not include a document storage tool. Additionally, file attachment sizes are limited in tickets, Help Center assets and articles.

  • Can users be notified when new articles are published?

    Users can subscribe to sections to be notified of new articles published in that section by clicking Follow. They can also follow individual articles to be notified of new comments on the article. Commenting on an article automatically subscribes a user to that article. For more information, see Help Center guide for end users.

    In addition, Admins can use the Subscriptions Help Center API endpoint to subscribe their users to sections or articles.

    For more related content, see the below articles:

  • Can I be notified when an article is submitted for review?

    There is not an option to automatically notify agents when articles are submitted for review. Our best practices include monitoring that queue when you are ready to review content. If you want to send an email notification, use the assigning articles feature.

    For more on Team Publishing, see this article: About Guide Team Publishing (Enterprise).

  • Are Help Center URLs case sensitive?

    Yes. The URLs in your Help Center are case sensitive.

    All elements of a Help Center URL should be entered in lowercase. Otherwise, users will see an error message stating that the page they were looking for does not exist. Exception to this are the titles of your Categories, Sections, and Articles.

Answer Bot

  • How should I structure articles for Answer Bot?

    An ideal article for Answer Bot has the following characteristics:

    • An article body focused on a single subject, like a question, with a succinct answer or solution
    • A specific title, written from your customers’ perspective
    • As much context as possible in the first 75 words of the article body

    For more information about how to structure your articles, see Optimizing your articles for Answer Bot.

  • Will Answer Bot server articles in any variant of a language?

    Yes, Answer Bot does not discriminate between variants of a language. Furthermore, our language id model will also not discriminate between variants of a language. This means that the english article which best answers the question will be recommended. If there is only a British English version of an article, that article would be recommended for a user with US English as their profile language.

  • How does Answer Bot detect the user's language?

    The user’s language detection depends on the Answer Bot experience:

    • Email - Answer Bot uses language detection machine learning model to detect language based on the subject and description.
    • Web form - Answer Bot uses the defined locale of the Help Center (e.g. /hc/en-us) which is currently being used and forces that locale/language when doing the article suggestion.
    • API, SDK, Web Widget - Answer Bot does the same language detection as email on the text inputted.
  • Which user is assigned to the ticket when it's solved through Answer Bot?

    Answer Bot was built to bypass the agent required for solving tickets. If a ticket has no assignee, Answer Bot solves the ticket and it remains unassigned.

    For more information on Answer Bot, see our Answer Bot resources.

  • Which part of a ticket is used to determine suggestions?

    Answer Bot uses the ticket’s subject and description (first ticket comment) to gather context and determine which articles to suggest.

    If you have Guide Professional or Enterprise, this behavior is slightly different in the Knowledge Capture app. In these instances, Answer Bot uses the most recent comment from the requester to suggest articles to agents. For more information on Answer Bot, see Answer Bot resources.

  • What happens when an Answer Bot trial expires?

    When an Answer Bot trial ends, your triggers and configurations will not automatically be updated. However, without an active Answer Bot subscription, no articles will be suggested, even when the trigger fires as normal. This is also true when you use all of your Answer Bot resolutions in a given billing cycle.

    This means that your business rules won’t be affected by a lapse in your Answer Bot subscription. If you do not plan to move forward with an Answer Bot subscription, as a best practice, you’ll want to manually update your triggers to remove Answer Bot actions.

    For more information on Answer Bot triggers, see Creating and managing triggers for Answer Bot.

  • Why do I see tickets with the requester set to Unknown?

    Tickets with Unknown (Answer Bot) as the requester are created when an end user’s question was answered by an article suggested by the Answer Bot from the Web Widget before a ticket was created. The user’s information was not captured because the Answer Bot via the Web Widget does not require identification before an interaction.

    For more information about using Answer Bot for Web Widget, see Configuring Answer Bot for the Web Widget.

  • Why do I see results from an unsupported language?

    Answer Bot uses Guide search as a fallback when it cannot find matching criteria from the Answer Bot’s supported language.

    For more information about Answer Bot for the Web Widget, see the following articles:

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