Zendesk: Guide to getting the Support you need

• Widget’s Default State from the Dashboard
• Context-Sensitive Help
• Help Center Articles
• Live Chat
• More Chat Options
• Support is Offline

This serves as a guide for the end-users on how they’re going to use the Zendesk Widget whenever they need a hand on whatever they’re working on inside the application. They can get help through the articles or by communicating via message or live chat. 

Note:This widget will only be visible to you once you’re logged in.

Widget’s Default State from the Dashboard

By default, once you’re logged in and you open the widget,

1. This search field appears first wherein you can type any keyword(s) related to your inquiry
2. Zendesk will browse through the help center for articles related to your inquiry and will present them back to you.
    

Context-Sensitive Help

As you browse through the application, the widget has somehow already captured where you’re at so it can then suggest possible relevant articles.

In this example,

1. The user navigates to the Inspection module then opens the widget.
2. Related articles appear in the suggestions

Note: Article suggestions are not as exact, so in that case use the Search functionality.

Help Center Articles

Since the context-sensitive help suggestions have limitation(s), you may use the Search field to query for more specific article(s).

1. Just type in keyword(s) or phrase(s) related to your query, then wait for Zendesk to return suggestions.
2. From the results, see if there’s anything that can help you, then select it.
3. You may view the article from the widget or open it in another tab by clicking on the upper-right.

Live Chat

Also in the widget, in case you can’t find reference or article(s) that suit your needs, you have an option to start a live chat.

Through live chat or instant messaging,

• You may ask for assistance for an urgent matter,
• You can relay issue(s) you encounter and/or blocking you

Start by referring to this guide.

1. Just click  button.
2. You’ll be asked to input your name and email address first. (Skip if already available).
   There’s also an option to provide these using your Google account.
3. Message is a required field. You may directly type here your question or concern so the support can read them as soon as they receive your request to chat.
4. Click  to start the conversation. As soon as the support gets the notification and is available, an agent will attend to the chat.
   

More Chat Options

Within the chat window, below are other functions you may use whenever necessary.

• End the Chat by clicking
• Attach a file by clicking Acceptable files are:
  - PDF (.pdf)
  - PNG (.png)
  - JPEG (.jpeg)
  - GIF (.gif)
  - Text (.txt)
  
  Note: Upload size limit is 20MB.
  
• See More Options by clicking

Support is Offline

If the support is offline and there’s no one to attend to you at the moment, worry not. You’ll see a heading message stating that the support is currently away. In spite of that, you may still raise concern by sending a message (which will be sent as an email) from the same platform.

To proceed, refer to the this guide.

1. Provide your identification credentials, name and email address. Make sure your email address is correct to be notified back.
   There’s also an option to provide these using your Google account.
2. Type your question or concern on the Message field.
3. Click  
4. Widget will let you know that your message has been sent.
   

Note: For any concerns such as training or walk-through on the software, reporting an issue, or requesting a feature, you may directly send us an email at support@ranyan.com.