Welcome to DETEQ's Help Center!

This Help Center is designed to provide end-users with a complete self-service support option. You can get information from the knowledge base or turn to the community for answers. If you can't find an answer, you can submit a request to an agent.

Topics covered in this article:

• Finding information in the Help Center
• Sorting content in Community
• Participating in the community
• Submitting and tracking support requests
• Subscribing to articles or sections
• Editing your profileFinding information in the Help Center

You can use search to find information in both the knowledge base and the community at the same time. The search results are displayed in two columns, with one column listing the knowledge base results and the other listing the community results.

You can browse the content in one or the other by clicking Knowledge base or Community. See the following sections for more information.Getting around the knowledge base

The knowledge base consist of categories, sections, and articles. Articles are grouped in sections, and sections are grouped in categories.

 

To get around the knowledge base, you can use search or browse categories and sections. If available, use breadcrumbs to go home or to a parent section or category. You also have links to browse recently viewed articles, related articles, or promoted articles. You can subscribe to sections or articles so that you're notified when somebody creates or updates an article.Getting around the community

The community is where you can ask questions, provide answers, or share ideas. Most questions or ideas are associated with topics of discussion.

 

You can use search to get around the community. There are also sorting options available (see Sorting content in Community).Sorting content in Community

You can view content in community by browsing topics or by showing all the posts in community, regardless of topic. Within topics you can sort posts by newest, recent activity, votes, or comments. Within a post, you can sort comments according to date or votes.

 

To show all posts across all topics

• On the Community landing page, click the arrow beside Community, then select Show all posts.

 

All of the community posts appear in a list, regardless of which topic they are associated with. To show all topics again, select Show topics.

To sort community posts within a topic

• In a community topic, select one of the following options:
  • Newest - (Default) Lists posts in the order they were created, starting with the most recently created
  • Recent activity - Lists posts in the order of recent comments, starting with the post that most recently received a comment
  • Votes - Lists posts in order by votes, starting with the post that has the most votes
  • Comments - Lists posts in order by comments, starting with the post that has the most comments

 

To sort comments in a topic by date or votes

• In a community post, select Dates or Votes to sort the comments by the date the comments were made or by the number of votes the comments have.

Comments appear chronologically by default, with the oldest comment appearing first.

Participating in the community

You can participate in the community by making a post or a comment to ask questions, provide answers, or share ideas, among other things.

You can vote on others' contributions. You can view all your own contributions in one place. You can also track issues by following discussion topics or specific questions. You'll be notified by email when somebody creates a post or adds a response.

Before you post in community, it's always a good idea to run a quick search to see if the question hasn't already been answered in the community. Your fellow users will appreciate not having to answer the same question over and over again.

To make community post

1. Click New post in the top-right side of any community page.

Note: If you don't see the New post button, look for the Post a Question or Ideabutton instead.

 

1. Enter a Title and Details, which might be anything, including a question, feature request, or tip.
2. Select a Topic for the post from the drop-down menu, if you want to change the selected topic.
3. Click Submit.

To view all your contributions to the community

1. Click your profile icon on the upper-right side of any page, and then click My activities.
2. Click Contributions.

 

1. Click any link to go to your contribution.

To follow a discussion topic or post

1. Click the topic or post.
2. Click Follow button next to the topic title or question.

Note: When you follow a topic, you might be given the option to choose whether you'd like to be notified for only new posts in the topic or for all new posts and all comments made to posts in the topic. This option is part of an ongoing release to accounts.

To manage the community items you're following

1. Click your profile icon on the upper-right side of any page, and then click My activities.
2. Click Following.
3. Make any change to the community items you're following.Submitting and tracking support requests

You must be signed in as an end-user to submit and track support requests.Topics covered in this section:

• Submitting a support request
• Updating a support request by email
• Tracking your support requests
• Tracking your organization's support requests
• About subscribing to a shared organization
• Marking a request as solved
• Creating a follow-up to a solved requestSubmitting a support request

1. Click Submit a request at the top of the page.
2. Enter a subject and description of the problem.

As the end-user enters a subject, a list of suggested articles in the knowledge base appears. The end-user can click one of the articles instead of submitting the request. Encouraging end-users to look for answers in the knowledge base can deflect tickets.

1. If you belong to multiple organizations, select the organization for this support request.
2. Add any attachments.

The file size limits are 1 MB for Essential, 7 MB for Team, and 20 MB for Professional and Enterprise.

1. Click Submit.

Updating a support request by email

End-users can update an existing support request ticket with a comment by email.

Your email must reference an existing ticket ID, using the proper syntax, in plain text. You must have permission to update the ticket, as the ticket requester, a CC on the ticket, or a member of a shared organization for the ticket.To update an existing support request by email

1. In your email client, create a new email message or forward an existing email.

The email is to the support team. The subject can be anything you want.

1. At the top of body of the email, enter the ticket ID for an existing support request using the following syntax:

#id ticketnumber

For example:

#id 123456

1. Leave one blank line after the ticket ID.
2. Enter the comment you want to add to the ticket after the blank line.

Your email should look something like this.

 

1. Send the email.Tracking your support requests

End-users can use the Help Center to track their support requests.

If you belong to multiple organizations, you can also change the organization for a support request when you view it in Help Center.

To track your support requests

1. Click your profile icon on the upper-right side of any page, and then click My activities.

By default, the page displays all requests that you have submitted. In Zendesk, an openrequest is a ticket that's been assigned to an agent who is working to resolve it. A requestawaiting your reply is a ticket that's been assigned to an agent, but the agent is waiting for more information from you before resolving the ticket.

 

1. To see a filtered view of all your requests, enter a search term in the Filter Requests box or select a request status from the Status menu.
2. To see details about a request, click the request title.

If you belong to multiple organizations, you can change the organization for a support request when you view details for that request.

Tracking your organization's support requests

End-users can be members of one organization or multiple organizations. If they're members of ashared organization, the end-users can see each other's tickets.Note: A shared organization must be set up by an administrator. For more information, seeShared organization for end-users.

To track your organization's support requests

1. Click your profile icon on the upper-right side of any page, and then click My activities.

 

1. Click the Organization Requests link on the My Activities page to see all the requests in your organizations.

 

The link appears only if you're a member of a shared organization in Zendesk.

1. To see details about a request, click the request title.

You can add comments to a request if an administrator has set it up. For more information, see Shared organization for end-users.About subscribing to a shared organization

Members of a shared organization can see each other's tickets.

Currently, it's not possible for you to subscribe to a shared organization in Help Center and receive notifications for tickets in that shared organization. If you belong to a shared organization, and previously subscribed to that shared organization in Web portal, you will still receive notifications for tickets in the shared organization.

It is possible for an agent to subscribe you to a shared organization using the API. Agents can contact Zendesk support to get the API commands, if needed.Marking a request as solved

You can withdraw a request by marking it as solved. You can also reopen a solved request by creating a follow-up ticket.

Note: The request must be assigned to an agent before you can mark it as solved.

To mark a request as solved

1. Click your profile icon on the upper-right side of any page, and then click My activities.
2. Click the title of an open request to open it.
3. Select the option on the lower side of the request to mark it as solved.
4. Enter any comment you want in the reply and click Add Reply.Creating a follow-up to a solved request
5. Click your profile icon on the upper-right side of any page, and then click My activities.
6. Click All my requests in the sidebar.
7. Click the title of a solved request to open it.

Tip: If you have a long list of requests, filter the view by selecting Solved from the Status menu.

1. Click the link on the lower side of the request to create a follow-up request.
2. Complete the follow-up request and click Submit.Subscribing in the KB and following in the community

You can subscribe to sections or articles in the knowledge base and you can follow posts in topics in the community so that you're notified when somebody adds an article to a section or adds a comment to an article. You can also view and modify all your subscriptions in one place.

You must be signed in as an end-user to manage your subscriptions.Note: The Help Center might not offer both knowledge base and community. It depends on how the Help Center is set up.

To subscribe to a knowledge base section or article

1. Navigate to the section or article.
2. Click the Subscribe button on the right side.

In sections, you can subscribe to articles, or to articles and comments.

If you choose the second option, you'll also be notified every time somebody makes a comment. This is the default behavior for article subscriptions.

To follow a community post or topic

1. Navigate to a post or topic.
2. Click the Follow button on the right side.

In sections, you can subscribe to articles, or to articles and comments.

To manage your subscriptions

1. Click your profile icon on the upper-right side of any page, and then click My activities.

 

Note: You must be signed in as an end-user to see the link.

1. Click Following.

 

1. Make any changes to your subscriptions.

Note: Unsubscribing removes the subscription from the page.Editing your profile

You can make changes to your user profile from any Help Center page. For example, you can choose a name and avatar. The information is used in your contributions to the Help Center.

1. Click your profile icon on the upper-right side of any page, and then click Edit my profileto display your profile information.

 

1. Hover the mouse over a field and click to edit it.
2. After making changes to a field, press Enter on your keyboard to accept the changes.

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