Will Gates
Articles
Recent activity by Will Gates
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Using Google fonts in your theme
The following steps allow you to take advantage of the large range of custom fonts offered by Google. Navigate to fonts.google.com in your browser to access the font library. The Google Fonts d...
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Making content easy to find with toggles and accordions
Toggles and accordions are a common element in web design. They allow for progressive disclosure — the ability to highlight important sections of content and allow visitors to reveal additional det...
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Adding the Web Widget to a website
The Web Widget can be added to any page of your website or to your Help Center. The Web Widget is fully optimized for the mobile experience and does not affect page load times. The widget is presen...
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Using the article editor toolbar
The Help Center article editor contains a toolbar you can use to format your knowledge base articles. The article toolbar is not the same as the toolbar that appears in community posts. The follow...
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Allowing agents to edit and delete posts
All signed-in users can add posts to community topics. Only Guide managers, and users with moderator rights, can edit and delete posts by default. A Guide manager can allow agents to edit or delet...
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Flagging articles with the app
On Guide Professional and Enterprise, agents can use the Knowledge Capture app in the Support agent interface to add feedback to flag existing articles. If a ticket reveals missing or incorrect inf...
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Installing the app
The Knowledge Capture app is installed by default with any Guide plan and Support Team, Professional, or Enterprise. The app enables agents to: Search the Help Center without leaving the ticket In...
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Understanding how Answer Bot works
How does Answer Bot process natural language? Answer Bot is powered by Artificial Intelligence which means that it is able to mimic human behavior. Answer Bot uses natural language processing (NLP)...
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Introduction to the Zendesk API
An API, or Application Programming Interface, is a tool for software applications that acts as an intermediary and allows them to talk to one another. Each time you use an app like Zendesk, send an...
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Enabling search across multiple Help Centers
If you have multiple Help Centers, you can enable users to search across multiple Help Centers. You can decide which Help Centers to include in the search results. You can also decide if you want t...
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