Customizing the Help Center

The Help Center is the customer-facing portal for the help desk. It can be customized to match the organization’s branding and needs.

The Help Center includes:

  • A Knowledge Base where customers can search for answers to their questions
  • A User Portal where contacts can submit tickets and can view tickets they have created

Who can manage the Help Center

  • Agents must have manager (or higher) permissions to create, update, or delete topics and knowledge base articles.
  • The help desk owner or an admin can do everything above, plus:
    • Customize the appearance of the Help Center (name, logo, layout) and add custom code for advanced customization
    • Manage KB security settings

Help Center Settings

The Help Center Settings allow customization of the logo, Help Center name, Knowledge Base (KB) security settings, and custom code.

To access Help Center Settings:

  1. Click on the waffle icon on the upper right
  2. Select Account administration
  3. Navigate to Help center and knowledge base > Settings

Settings customization options

  • Help center logo
    • Displayed in the Help Center. The height is set to 30 pixels
  • Help center name
    • Appears in the top-left corner of the Help Center
  • Knowledge base security settings
    • Options
      • Don’t show the Knowledge Base
      • Display the Knowledge Base in the Help Center for logged-in users only
      • Display the Knowledge Base in the Help Center for all users
  • Help center home title
    • Title that appears above the search field in the Help Center
  • Search field placeholder
    • Text displayed inside search
  • Portal main content
    • Content that appears below the search field in the Help Center. HTML is supported
  • News content
    • Content displayed at the bottom of the Help Center page. HTML is supported

Help Center Design

The Help Center Design page controls the visual appearance of the Help Center.

To access:

  1. Click on the waffle icon on the upper right
  2. Select Account administration
  3. Navigate to Help center and knowledge base > Design

Design customization options

In the Help center design page, the following buttons are visible:

pick a theme: Choose from predesigned background themes

customize: Adjust background settings, colors, and overlay options

  • Background
    • Image: Upload a photo
    • Color: Select a background color
    • Settings: Choose between auto, tile, cover
    • Position: Set the background position to left, center, or right.
  • Text
    • Text color: Choose between Light or Dark.
    • Link color: Customize the color of links.
  • Miscellaneous
    • Overlay color : Apply a light or dark overlay to improve contrast with text