Create/Edit Guide Articles – Planet DDS

Zendesk HC Articles

If you have made a document you think should be turned into a Help Center Article, please send it to a senior technician for review.

Due to regulations for audits, the following procedures need to be followed prior to the live publication of any new Zendesk Help Center Article.

Rough Draft created and proofread. Proofread should be public, generally via email, to keep a record of approvals. Rough draft needs 2 approvals before moving on.

Article must have the following code added to the bottom of the article.
(Click on the Source Code </> button, scroll to the bottom, add a line and paste the following with appropriate edits)

Article Version 1.0 20YY.MM.DD

If article is specific to certain software(s), specify at the end of the article name. See the following examples:
Importing Images - XVLite
Creating Users - Apteryx
Reorganizing Layouts - XVCapture/DCV
Reallocating Licenses - XrayVision

Article can be published as "Visible to Agents and managers" before approval to aid in proofreading, but CANNOT be set to "Visible to Everyone" without prior approval.

Below are some links and tips that I have found useful while creating our Help Center Articles:

If you select the bottom two purple font colors from the right-most column of font colors, the colored text will not be the selected purple, but will instead be either a Warning or Note text. The bottom-most purple font color is a WARNING text box while the purple font color above that is the NOTE text box.
This only works if the colored text is not within a bullet/outline form, nor within a table or code box.
To add a link to a different part of the article, click on the Source Code </> button and scroll to the part of the article you want to link TO. Add the following code, replacing the highlighted section with an appropriate name to easily reference this point.

<a name="reference"></a>

Then follow this guide, linking to a heading within the article (uncheck "open in new tab").

Due to regulations for audits, the following procedures need to be followed prior to the publication of any Zendesk Help Center Article edits:

Updates to articles must also update the version number footer. Minor updates will increment to the next decimal point (1.1 to 1.2) and update the date, while major updates will increment to the next whole number (1.1 to 2.0) and update the date.

Article Version 1.0 20YY.MM.DD

**Updates to Labels or Article Organization (meaning where the article is located) do not count as version updates
Inform Josh Sheers of any Article Updates, as up-to-date backups of all Articles must be maintained for audit purposes. This should be done as soon as possible to avoid the possibility of missing information from the archives.