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Help Center / Desk

Set up your customer help center

Name and colour the help center your customers see, and see how they search, read and submit a ticket.

The help center is the public page where customers search your articles and send you a ticket when they cannot find an answer.

Brand it

  1. Open Settings in the sidebar. You need to be an admin.
  2. Under self service, open Help Center.
  3. Set the Name, a Welcome message and a Brand colour.
  4. Choose Save, then Open help center to open the page and see the result.

What customers see

  • A banner with your welcome message and a search box. Searching looks through your published articles.
  • A Submit Ticket button, a View Community button and a Chat with bot button. The bot answers in a few sentences using your articles, and suggests submitting a ticket when they do not cover the question.
  • Your categories, each listing its articles.

Only articles that are Published and visible to Everyone show here. See Write a knowledge base article.

The ticket form

Submit Ticket opens a short form: Your name, Email (required), Subject (required) and Description. When the customer submits it they see a thank-you message, and a ticket appears in Desk with the channel Help Center. Replies go to the customer by email, so tell them to watch their inbox.

The form includes a hidden field that catches automated submissions. You do not need to set anything up for it.

Next

Tickets from the form behave like any other. See Reply to a ticket and close it.

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