Example Documents

How-To Document for Using Zendesk Guide

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As mentioned in yesterday’s post, we launched Zendesk Guide for our company, which will serve as a self-service online help desk. On Tuesday, I will be demonstrating how Guide works to our managers, who will be among the first to use the product. So, being the lover of documentation that I am, I’m creating a simple how-to guide for using Guide; makes sense, right?

In the article, you will notice how I only discuss how to utilize the help center’s most basic functions and never mention my other projects, such as loading over 95 IT, product management, and web dev articles into it. By building out the help desk’s knowledge base, users will be able to virtually access my brain through the use of an internal search engine, as well as have related articles pop up as they submit tickets, thus reducing the number of tickets I end up having to solve.

The online help desk will only be launched internally for now, but making the switch for allowing customers to access it will be effortless with the work I’ve already put into it. In the future, I will collect the most common and reoccurring customer tickets and create self-service articles, providing our customers with an always-evolving collection of vital data.

The Document

Hello, in this article, I will be demonstrating how to access and use Zendesk Guide (Help Desk Portal); this will be the new method to create and track your “tech” tickets.

First, let’s discuss the two procedures of accessing Guide: through Zendesk Support and via its webpage.

Accessing Zendesk Guide through Zendesk Support

While we are navigating away from using the Zendesk Support page (the one we have been using for email tickets), I will briefly show you how to access Guide through it.

As you already know, the Zendesk Support page can be found at (Link Hidden for Security Concerns).

  1. From here, select the icon located at the top-right of your screen, next to the user profile image (most likely a circular picture of you); this icon and its location are shown below.

Guide2.JPG    2. After selecting the icon, you will be presented with a pop-out display of six Zendesk modules. The one we want to select is Guide (to the right of Support), shown below.

Guide3.JPG

Now, you will have successfully navigated to Zendesk Guide, or in other words, our Help Desk Portal. (Link Hidden for Security Concerns).

Accessing Zendesk Guide through Manual Webpage Entry 

  1. You can also access Zendesk Guide, our Help Desk Portal, by merely navigating to the following web address: (Link Hidden for Security Concerns).
  2. If you access Zendesk Guide in this fashion, you will have to sign in with your Google credentials, similar to how you used to login to Zendesk Support.

How to Use Zendesk Guide (Help Desk Portal)

 Zendesk Guide (Help Desk Portal) is quite simple to use, offering users a variety of useful tools and information at their fingertips. While Guide has many awesome features, for now, I will only discuss how to properly submit a ticket request and then view your submitted tickets.

How to Submit a Request (Ticket)

  1. At the top-right of your screen, you will see Submit a Request, as shown below; navigate to this icon and select it.

Guide4.JPG

2. Next, simply enter a subject line, short description of the issue/request, select which department the ticket should be sent to, the issue/request’s priority level, and finally add any (optional) attachments related to the ticket.

  1. Then, select the Submit button at the bottom and pat yourself on the back, you have just submitted a ticket using Zendesk Guide.

How to Submit a Request (Ticket) If You Do Not See the Submit a Request Icon

As Zendesk Guide’s ticket submission system is mainly intended for external users (customers), if you have an active Zendesk Support seat, you may not see the Submit a Request icon at the top-right of your screen. Don’t worry though, there is a way to work around this.

  1. At the top-right of your screen, select Guide Admin (shown below).Guide9
  2. From here, on the left-hand side of the screen, select the icon (customize design), shown below.Guide11.JPG
  3. Now, select the Copenhagen theme (the only one that shows up), shown below.Guide12.JPG
  4. Around the top-left side of the screen, you will see Preview Role: Manager. Click this and select End-User, shown below.Guide13
  5. The Submit a Request button will now show up. Proceed with section C in this article for steps on how to submit a ticket.

How to View Your Submitted Tickets

 You can also use Zendesk Guide to effortlessly view all of your ticket requests; the following steps outline how to perform this task.

  1. Click on your name at the top-right of your screen (shown below).

Guide6.JPG

2. From the pop-up display, select My Activities (shown below).

Guide7.JPG

3. You will now be able to see all of your ticket requests, their statuses, and requests you are CC’d on; yes, it’s that easy!

Guide8.JPG

Summary

You now know how to access Zendesk Guide using two methods, how to submit a ticket request, and how to track your submitted tickets.

If you stumble across some additional features of Zendesk Guide, feel free to check them out, but for now, we are only taking baby steps into the launch of this new system.

If you have any further questions, please contact IT.

 

 

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