Zendesk Guide is a smart knowledge base that helps tap into that institutional knowledge and puts it to work. With Guide, you can quickly build a customizable help center, online community, and portal so your agents get better self-service and brokerage staff see improved efficiency and faster resolution. And since it’s the only knowledge base native to Zendesk, it integrates seamlessly with Zendesk Support.
More info: https://www.zendesk.com/guide/
Provide the following Zendesk credentials to a TRIBUS Client Care team member (found within your Zendesk account). TRIBUS will then enter these credentials in yoursite.com/wp-admin/options.php?page=trint_zendesk_sso
- Zendesk URL
- Zendesk API Key (please give this API key permission to 'create users' - necessary for the single sign on functionality)
- Admin level account credentials (email and password)
Super Users can now add the Zendesk widget to the Intranet Dashboard, and provide a title for the widget. Note: this widget option will not be available until step one has been completed.
From there, agents can search for articles you've published and view a list of your 'pinned' articles.
When agents click on an article, they will be directed to your Zendesk account - the article will open in a new tab, and will automatically log the agent into their Zendesk account (or create an account for them if one did not previously exist).