- What role are you?
- There are three main roles in ZenDesk
- Admin
- End-User
- Agent
- There are three main roles in ZenDesk
- Who can edit in Zendesk?
- Agents & Admins are the only two roles that can create, edit, and remove articles, categories, and sections.
- How to create, edit and delete?
- Navigate to https://support.eightelevengroup.com/hc/en-us, in order to edit or create any article you must sign in to see the format of the page change.
- Great, now that you are all logged, you will see a lot more sections than a normal anonymous user would not see.
- In order to create your first article, navigate to the top corner labeled 'Guide admin', which should take you to the page below.
- Fantastic, now it is very easy to create, edit or delete articles.
- Navigate to https://support.eightelevengroup.com/hc/en-us, in order to edit or create any article you must sign in to see the format of the page change.
- Creating a category
- Navigate to the top left side of the screen, and click the 'Add' dropdown. You will see what to add, Article, Section, or Category.
- You would choose a Category so you can create a 'house' to store your articles and sections, please reference the gif below.
- Create a Section
- Creating a section is just like creating a category,
- Navigate back to the top left corner to find 'Add', and select the section.
- Create an Article
- The starting process is the same as creating a Section and Category
- Once you are done inputting your information you would need to determine who can view the article.
- Starting with Manage By dropdown
- The majority of the article will only be maintained by agents and admins, it is set to default for admins only, you can change it to Admins and Agents in case you want agents to edit the article.
- Moving to Visible To dropdown
- If you want to keep an article internal only, you can set this field to Agents and admins or sign-in users, but if you want to make it visible for everyone you can set the field to everyone.
- Setting the field to everyone will allow anyone who visits the website to have access to view the article.
- If you want to keep an article internal only, you can set this field to Agents and admins or sign-in users, but if you want to make it visible for everyone you can set the field to everyone.
- Lastly, Publish In Section field
- In this field, you will select what category and section you would like the article to be placed.
- The gif below will give a visual view of example
- When you are all good to go and ready to publish, first you will need to save the article, then select the arrow to the left of saving and select publish.
- How to delete an article?
- You have a couple of options if you do not want the end-user to see your article.
- Archive the article will allow you to keep the article in case you need to republish it in the future
- You can unpublish the article which does the same thing, reference the gif below for a visual
- You have a couple of options if you do not want the end-user to see your article.
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