Customizing your Zendesk – best practices for UX, part 1

Published February 6, 2013
Last modified February 6, 2013

Our customers create beautiful and functional instances of Zendesk that fit their brand and help their users easily locateĀ self-service options. Recent studies show that 91% of customers would prefer to search a knowledge base for answers--if it meets their needs.

There are many ways to customize Zendesk to fit your support organization's needs and make it easier for users to find answers to their questions.

In this three-part series, we'll share some best practices on customizing your Zendesk. First, let's discuss how customizing the search bar can encourage self-service among your users. By making the search bar the most prominent design element, front and center, you encourage users to search for answers right away, instead of immediately submitting a ticket.

Check out how these three Zendesk customers--SigFig, WePay, and charity: water--use search in this way.

Visit the SigFig support portal.

Visit the WePay support portal.

Visit the charity: water support portal.

Zendesk also has built-in features to help make finding answers easier. We've created extensive search enhancements that help predict what your users are trying to search for.

In addition, when users are submitting tickets, Zendesk surfaces relevant articles as they type questions in the ticket. By enabling the topic suggestion feature, you can deflect tickets by leveraging the content in your knowledge base and community, so they might not need to submit a ticket after all.

Check out some of our other custom-branded Zendesks on our Pinterest board.

And stay tuned for Customizing Your Zendesk - Best Practices for UX, parts 2 and 3!

Click here for more information on branding your Zendesk.