Find answers
Search and topic areas guide customers to the relevant articles. We help you organise categories and sections around the questions your customers ask.
Zendesk Guide: knowledge base and contact forms
When your customers need an answer, they should not have to write a ticket first. Zendesk Guide brings help articles, instructions and contact forms together in one place. We help you build or improve your solution, from the structure of your knowledge base and the design to the features your customer service needs.
Zendesk already provides many of these capabilities. Where the standard falls short, we add theme customisations, additional form logic or custom development. If needed, we migrate your existing content to the new environment.
Discuss your Help Center
How Zendesk Guide supports your customer service
Finding instructions, changing an order or resolving a product issue: customers can handle many enquiries themselves when the information they need is easy to find. Zendesk Guide connects search, help articles and contact forms. Anyone who still needs assistance can send your service team the relevant details.
Capture enquiries
Customers who need support should be able to provide the information your team needs in the contact form. We configure contact reasons, required fields and conditional fields for this purpose.
Use knowledge in support
Your staff can use the articles when handling tickets. Zendesk AI agents can also use approved content as a knowledge source for customer answers.
Configuration, design and functionality: what we handle
Are you starting with Zendesk Guide or improving an existing solution? We handle the technical implementation and work with you on the organisation of your content, access permissions and the ways customers can contact your team.
Configuration and structure
We configure categories, sections and navigation and agree with you which content should be public, available to signed-in customers or restricted to your team. We then set up the user segments and access permissions.
Design and extensions
Your Help Center should match your website and brand. We adapt the Zendesk Guide theme to your colours, fonts and layouts and design article pages, navigation and contact options. Where needed, we develop additional functionality ourselves.
Forms and routing
We configure your ticket forms with the fields and conditions you need. Zendesk can then use the information from the form to assign enquiries to teams, set priorities and support other workflows.
Contact forms for your service processes
A complaint needs different information from a product question or a billing enquiry. Customers should not have to complete the same lengthy form for every issue. We configure your Zendesk contact forms to show the relevant fields for each enquiry and pass the information to your team.
- Separate forms for different contact reasons
- Conditional fields shown when the relevant conditions are met
- Required fields and field values for subsequent handling
- Assignment of enquiries through your Zendesk rules
For a complaint, the form could ask for an order number, the affected product and a photo of the defect. A general product question does not need this information. This saves your customers unnecessary entries and reduces follow-up questions for your team.
Knowledge for customers, service teams and Zendesk AI
A knowledge base helps your customers and your service team. It can also provide Zendesk AI with the information needed to answer customer questions. We configure the knowledge sources and agree with you which content should be public and which should be accessible only to specific users.
For your customers
Public help articles are available without signing in. Content for particular products or customer groups can be made available through sign-in and user segments. We configure the necessary permissions.
For your service team
Process guidance and internal knowledge should be available to your team without appearing publicly in the Help Center. We configure access and connect the knowledge base to the Agent Workspace.
For AI agents and Copilot
Zendesk AI agents can use Help Center articles as the basis for customer answers. Copilot supports your staff with knowledge when handling tickets. We help you configure the knowledge sources and features for your use cases.
Your team knows your products and processes best, so you write and maintain the articles. We handle the technical implementation and show you how to manage content, language versions and access permissions.
Languages, brands and migration
Support several languages and brands
If you serve customers in several languages or manage several brands in Zendesk, we configure the language versions, designs and permissions you need. Ongoing maintenance matters too: translations need updating when the original article changes. We agree on a workflow for this with you.
Manage text snippets centrally
You can store notices, greetings and other reusable text as Dynamic Content in multiple languages. Our Dynamic Content Manager makes it easier to manage and preview these snippets centrally. Translating entire help articles is a separate process and is not a function of the app.
View Dynamic Content Manager in the MarketplaceMigrate existing content
Moving to Zendesk or planning a relaunch does not mean rewriting your knowledge base. We migrate existing articles, categories and sections, map the content and handle links and redirects. For custom themes, we also consider the requirements of current Zendesk versions.
Customers should still be able to find your articles after the move. We take existing URLs, page titles and search visibility into account. After launch, we help you with technical changes and new requirements.
With our Guide Importer and other Leafworks apps we support suitable migration and administration tasks.
Help Center designs from our customer projects
Our customers have different requirements, and their solutions reflect that. All nine existing examples are here for you to browse and enlarge; the images show the designs at the time of each project.
1–3 of 9
Teufel
Teufel groups product support and common questions by topic. The design reflects the company’s brand.
billiger-mietwagen.de
At billiger-mietwagen.de, search leads to common questions and topics about bookings and rental cars.
Jelmoli
For Jelmoli, Leafworks handled the structure and design and developed a custom app for enquiry categories. Read more in the customer story.
Homeday
Homeday presents topic areas and frequently needed information directly on the homepage.
WIBU
At WIBU, search, common questions and a topic overview follow the company’s brand.
Marley Spoon
Marley Spoon guides customers through illustrated topic areas covering orders, meal boxes and deliveries.
Leafworks
The Leafworks knowledge base provides information about our apps and solutions.
Staffbase
At Staffbase, help for different products and their configuration is organised into shared topic areas.
ESN / The Quality Group
ESN combines a central search with common questions and further topic areas in the brand’s design.
A migration example: Staffbase
For Staffbase, Leafworks migrated Help Center articles and consolidated existing support environments, including branding. The customer story explains how the knowledge base fitted into the wider Zendesk migration.
More published projects: Globetrotter and emmy.
How we work with you
Understand your project
We review your existing Help Center, content and service processes. Together, we define what you want to achieve and which tasks the project should cover.
Plan structure and design
We plan categories, navigation, article pages and forms and agree on the design with you. We also establish who will provide content and which approvals are required.
Implement and test
We configure the Help Center, implement the agreed changes and migrate existing content. Before launch, we test the layout, permissions, forms and assignment of enquiries.
Launch and introduce your team
We support the launch and show your team how to manage the Help Center. If you later need new forms, additional languages or technical changes, we continue to support you.
Keep improving after launch
Which searches do not lead to a useful answer, and which details does your team repeatedly have to request? Search reports, support enquiries and feedback reveal where customers need more help. We support changes to navigation, forms and technical connections; your team adds missing articles and updates outdated information.
Let’s talk about your Zendesk Guide project
Whether you want to build a new Help Center or improve an existing one, we can look at your starting point in a free introductory call and discuss how we can help. We will talk about the structure of your knowledge base, your contact forms and a design that fits your brand.
We configure Zendesk Guide, migrate existing content and implement the features your customer service needs. After launch, we show your team how to manage the knowledge base and help you with further changes.
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Frequently asked questions about Zendesk Guide
What is Zendesk Guide and what does a Help Center include?
Zendesk Guide is the established name for Zendesk’s knowledge base and Help Center. You will also find these capabilities under Knowledge today. Customers can read help articles, search for answers and contact your service team through the Help Center. The availability of additional features depends on your Zendesk plan.
Can you improve an existing Zendesk Help Center?
Yes, we also improve existing Help Centers. You can bring individual requirements to us or plan a full relaunch, for example with a new structure, an adapted theme and different contact forms. We review the existing environment and discuss the scope with you.
Does Leafworks write our knowledge base articles?
Your team writes and maintains the articles. We advise on the structure of the knowledge base and handle configuration, design, technical migration and additional functionality. We also show you how to manage articles, language versions and permissions in the Help Center.
Can we adapt the Help Center to our brand?
Yes, we adapt your Zendesk Guide theme to your company’s brand. This includes colours, fonts, layouts and the design of article pages and contact options. Which changes are possible and useful depends on your Zendesk plan, theme and requirements.
Are multilingual Help Centers and AI translations available?
You can run a Zendesk Help Center in several languages. Zendesk also offers AI-assisted article translation, whose availability depends on your plan and setup. Changes to the original article do not automatically update existing AI translations, so the translation workflow also needs to cover the review and updating of language versions.
How do Zendesk Guide, AI agents and Copilot work together?
Your articles can serve as a knowledge source for Zendesk AI agents answering customer questions. Copilot supports your staff when handling tickets and can use knowledge content for this purpose. We configure the necessary features and knowledge sources; your content and permissions determine which knowledge may be used.
How much does implementation cost and how long does it take?
A Help Center with an adapted standard theme is a different project from a migration involving several brands, languages and custom form logic. We review your requirements first and then agree on the scope, responsibilities and timeline. Zendesk licences and any additional products are considered separately.