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Self-service is becoming one of the fastest and most useful ways of supporting your customers. In the age of the internet, customers tend to look up solutions on their own before contacting customer service. This is beneficial to both brands and customers, as support requests can be solved even before they are raised. 
 
If you're a brand looking to provide top-notch self-service, building an informative help center is a step in the right direction. Customizing it further to emulate your brand's look and feel can enhance the customer's experience. At Zoho Desk, this is the level of detail that we intend to make available to you with these new enhancements. 

As simple as drag and drop

Customize the way your Help Center content is organized using the simple drag-and-drop method in Zoho Desk. You can add custom widgets, show or hide tabs, and customize their appearance to keep your customers engaged with the right content at the right place.



Build it block by block

Widgets are additional components associated with the different pages on your Help Center. You can use widgets to display content such as announcements, most-discussed topics, and recent articles for easier navigation from one page to another. You can use the default widgets offered by Zoho Desk or create your own custom widgets.



Organize your data

Pages are the primary way to display and organize data on your Help Center. They form the backbone of your Help Center portal and help you display content sorted by topic. Moreover, it is on these pages that your end users will be able to access the default or custom widgets you created. Customize your Help Center pages by simply dragging content within it or by dropping new widgets into it.



Customize your tabs

The home page is comprised of tabs that are displayed at the top of the page. You can customize the tabs that appear and the order that they appear in. Standard tabs available are Home, My Area, Knowledge Base, and Community. You can choose to display certain tabs and hide the rest based on your customer base.
 
Make it pretty

Zoho Desk offers four new themes that you can choose from - Elegant, Materialize, Flat, and Classic. It also has a wide range of options to customize the look and feel of your Help Center, with custom fonts, color accents, and backgrounds images. This way, you can ensure that your help center is in sync with your company's branding. 




To learn more about how to customize your Help Center in the ways outlined above, refer to this guide. 
 
Sandbox test your themes before you go live
 
When you're trying out new themes, there is always a level of uncertainty about whether it will turn out the way you imagined. More so because these changes may be exposed to your customers in real time. What if it looks terrible? Or, worse, some part of it ceases to work? 
 
Zoho Desk now enables you to create sandbox themes where you can test and experiment without fear of affecting your live instance. You can create a new sandbox any time you want, but you can only have one per theme at a time. More about this here.
 
We're excited for you to try these new features on your help center. If you have feedback or questions, feel free to drop a comment below. 
 
Happy Ticketing!
 
Cheers,
Team Zoho Desk 

4 users like this announcement.
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  • 4 years ago

Hey Pauline!

Glad to hear you like the Elegant theme :) Yes, I can assure you that you don't have to worry about the URLs. Migrating to the new help centre themes wouldn't have any effect on the URLs.


Regards,
Ash | Zoho Desk

Thanks for the quick answer. May you pass a wonderful day :)

  • 4 years ago

You too, Pauline :)


Regards,
Ash | Zoho Desk

Hi Ash, I'm using the Elegant theme but the 'preview' function doesn't seem to work; i can't change any hex codes to customize the theme, or preview the changes and therefore cannot publish any changes. Is there a known issue currently?

  • 4 years ago

Hey Craig,

Not that I know of. I can see you'd already emailed us the details (reference ticket number - #39654502). I'll have one of our agents scrutinize the problem and get in contact with you shortly.


Regards,
Ash | Zoho Desk

  • 4 years ago

Hello, I'm wondering if it's possible to change the icons on the modules widget of the elegant theme. The grey/orange ones on the homepage. We are able to customize a lot of this theme using CSS to match our live website but these icons are SVG's and none of the changes I try (fill, stroke etc) seem to affect them. Any help?

  • 4 years ago

@Scaletec,

It appears our developer can help you customise it over a remote session; reach out to us at 'support@zohodesk.com' with your convenient time slot.


Regards,
Ash | Zoho Desk

Four months ago: "I have good news: Allowing users to design their own layout for the help centre portal is something we are already working on. Considering the current work items and the efforts involved, we wouldn't be able to commit an ETA at this time. We'll continue to provide updates as we have news."

One thing is for sure, that the ability to create our own layout is not coming quickly. We need more flexibility here. Please implement.

  • 4 years ago

I'm not surprised that's it not ready, 4 months for such a feature, it's not enough time. To be able to have a theme builder it's no a small undertaking. I would expect more something like a year or two.

  • 4 years ago

Hi, Bobby!

The aforesaid implementation would take time, as stated by Hugues, and we'd be able to come up with a tentative ETA once this has been advanced into the post-development stage. We're concurrently investigating the use-cases to be encompassed, and shall keep you apprised as we get closer to rolling it out.


Regards,
Ash | Zoho Desk

  • 4 years ago

Thanks guyz!!

  • 4 years ago

Glad you liked it, Alexander. Welcome to the Zoho Desk Community! :)


Regards,
Ash | Zoho Desk

Hi! The latest theme update has added that sticky search bar in Home. I use the Elegant theme and customised it a lot, but the menu in the sticky search bar does not inherit the Appearance customisation. :/

  • 4 years ago

Feel free to reach out to support@zohodesk.com in case you'd like to have any assistance on the customisation front, Aline. Hope that points you in the right direction.


Regards,
Ash | Zoho Desk

Hi there. What efforts have been made to adhere Zoho help center themes to WCAG guidelines? In doing a basic audit of my company's Zoho Help Center, we have found many points of non compliance, and no authoring tools that allow us to bring out help center up to compliance. We have the "Elegant" theme, and a few example are: (1) poor screen reader accessibility in the search widget, (2) stripping of all "aria" and "role" attributes in the HTML editors, (3) no use of landmark tags in the theme page structure, (4) no use of "lang" attribute on the HTML tag. All in all, this poses a huge problem for any user trying to access out help center using assistive technology. Is this being addressed in any way?

  • 3 years ago

I'd suggest reaching out to us at support@zohodesk.com so we can hop on an exhaustive discussion to best address this case, Leo. Hope this points you in the right direction.


Regards,
Ash | Zoho Desk

HII Team,

Thanks for sharing it.

It's very useful in terms of gaining knowledge.

Thanks & Regards,

Anubhav Pandey

t +353 1 886 5684 (IRL) +44 121 285 5684 (UK) | e anubhav.pandey@targetintegration.com

Website www.targetintegration.com | Twitter @targetint

Checkout our blog by Products: Odoo | Zoho | Microsoft Dynamics

  • 3 years ago

Great to see your comments, Anubhav.


Regards,
Ash | Zoho Desk

Please enable 'Dark Mode' in Help Center 'customer view' with an option to switch back to 'Light Mode', it's 2021 after all!

  • 3 years ago

Thanks for chiming in with your suggestion, Alexey.


Regards,
Ash | Zoho Desk

Hi i have a question about my template. I am using the classic template, but I want to make some changes regarding the design, is it possible to make them, such as I have an add ticket button, can I move it from the section that is found (header) to the bottom where I point it out?

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comsatel.png362 KB
  • 3 years ago

Yes, you can modify it using the CSS customisation in Zoho Desk. Hit us up at support@zohodesk.com if you'd like to have the sample code.


Regards,
Ash | Zoho Desk

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