Customizing Zendesk Support: Best practices for UX

InPart 1, we examined how some of our customers customize their Zendesks to encourage self-service through more effective search. This included placing the search bar front and center and utilizingsearch enhancements.

Sometimes, though, users aren’t sure what they’re looking for. In some cases, they might prefer to explore support resources for tips, tricks, and other information.

In Part 2 of our Customizing Your Zendesk series, we look at how some of our customers organize, design, and manage their self-service support content to enable users to find what’s relevant for them.

Categorizing content into meaningful groups is a great way to guide users to what they want. Distinct categories enable users to find popular content, like getting started guides, new features, and other resources. For example,Artists.MTVorganized theirsupport portalby five main product features. Another way to organize support content is by FAQs and hot topics.

Zendesk has built-in论坛和搜索分析that allow our customers to see what content their users are looking at and the keywords they’re searching for. They use these insights to perform optimizations, like adding tags to relevant articles and updating content that’s more appropriate for users’ needs.

Take a look at how these three Zendesk customers–Foursquare, Artists.MTV, and Causes–have organized and designed their support portals.

Visit theFoursquare help centerportal.

Visit theArtists.MTV supportportal.

Visit theCauses supportportal.

Another tip: For customers enjoying our Enterprise plan, take advantage of thetopic boostingfeature, which allows you to add relevant search phrases to your topics. Find out what your users are searching for, then add those words and phrases to your topics to push them higher up in the search results.