Community tips for your help center

I am looking for ideas on how to manage our Help Center Comments. I see the discussion board it's easy to find and respond to open questions. I do not see the same consolidated area for the remainder of the help center or am I missing something? We post install guides for our software and would like the customers to put their questions on the same article that hosts that content.  

I know we can get email notifications when someone does a new post and maybe that's the answer, manage this in your email box.

Any thoughts?

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Hi Tod!

This is a great question. As of right now, the only way to manage Help Center comments is via email notification.

Because Zendesk is set up to suspend auto-responses, as of right now it's not possible to have these notifications create a ticket in Zendesk, which means that your best bet is going to be to manage the notifications in your inbox.

Here at Zendesk, we have a dedicated email inbox specifically for Community use. The email address was added as a user to our Zendesk and subscribed to the appropriate sections in our Knowledge Base and Community so we get the notifications we need to monitor our Help Center.

A couple other people besides myself have access to the inbox, and we use tags to track who answered the question and any other actions that may have been taken (ie: created a ticket, followed up internally, deleted, etc). This way we're able to keep track of everything in one place.

Hope that helps!

The dedicated email address/inbox is a cool idea. If you use that, does that mean you also get notified of comments beyond the original post in a thread? This is the main change I've noticed in moving from Web Portal to Help Center. Since our customers tend to piggy-back onto existing threads (much as all of us do on this Zendesk support site), some questions are getting missed due to lack of notification to those who are following Community topics.

Hi Larisa,

As long as the email address is following both posts and comments in the section/topic you'll get notified of everything end-users (and agents) post in that area (screenshot below). If it's only following new posts then you won't get notifications of comments. You can always sign in as the user with that email address and adjust the settings.

Quick update...this feature hasn't yet been released to customers, it's part of a larger set of Community features that we're testing on our Help Center before releasing them to customers. This (and more) will eventually be available to all Help Center accounts, we'll let you know once it's out!

Sorry for the mistake!

New tip from Wes!

Print/PDF/email Help Center articles

A new tip from Andrea!

Changing field order in Help Center

Anyone have any tips on adding table of contents (TOC) or document links for the section headers to be seen and not lost?

Here is what I have been using for TOC - 

<a class="xref" href="topic\_workstation">VMware Workstation</a>

And than for the section headers either

1. section header<h3 id="topic\_workstation">VMware Workstation</h3>
2. Above the section header <p id="topic\_workstation"> </p>

For the header; causes the link to taken the user too low in the section and text is being lost. For above the header; the user is taken to the top of the section, but the header is lost and of course now I end up with a bigger space between sections than I intended.

A new tip from Robbert on our Support team:

• Hide ticket forms based on user's organization - contributed by Robbert Hink

A new tip! And the first one from Scott. Thanks, Scott!

• Sorting attachments to Help Center articles - contributed by Scott Dennis