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Setting up multiple support portals

  • January 8, 2024
  • 4 replies
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Anthony22

Hello,

I'm exploring how we can migrate all of our support options into Zendesk.

We currently have an external public-facing customer support portal in Zendesk (where customers can get support from team members) and two internal private support portals in Jira.

I want to migrate those (2) Jira support portals, that are for internal team members only, to Zendesk.

One support portal where employees can report IT-related issues (password reset, new device needed, etc.) and one where employees can report product-related issues (bug, issue with a part of the platform, etc.).

If anyone is using Zendesk in a similar fashion, please let me know how to best set this up.

    4 replies

    Brandon12
    • Brandon12
    • January 9, 2024

    Hey @anthony22 - 

    If you're on Zendesk Professional, you can easily setup unique brands to support each use case.  These would essentially function as independent versions of Zendesk within your account.  Alternatively, User Segments in Guide could be leveraged to restrict internal vs external content within the same help center.  If you're looking to migrate the content, it can get a bit involved.  Lots of folks use Zendesk this way though, so it's definitely possible!  Let us know if you have any additional questions and, if you need even more support, a Zendesk Premier Partner like 729 Solutions can always lend a hand as well.

    Brandon

    Stephan12
    • Stephan12
    • January 11, 2024

    Thank you, this comments will help us for future projects/ departments.

    Regards, 

    Stephan 

    Grace17
    • Grace17
    • January 19, 2024
    Hi Anthony! 
     
    Thanks for your question, and thank you to our community members for their support so far! 
     
    Brandon is definitely on the right path - it sounds like you're looking to create multiple brands for these different portals. By creating different brands, you're essentially creating different domains for each of these workflows (customer-facing, IT-related issues, and product-related issues) that allows for different sign-ins as well.
     
    You could additionally have different user permissions that can help you control what different users have access to. 
     
    All the best,
    Grace
    Mirek
    • Mirek
    • February 20, 2024
    Hello everyone,
     
    I would like to pick your brain on two things - multiple Help Centers
     
    1. One product per Help Center. 
     
    In Zendesk, you have one Help Center and the Products are categories. And this is how most clients use Zendesk, from what I was able to explore (including Zendesk themselves) This is also what we have now. But the potential use case is that you have a suite of products that have their own features and a lot of content to write about. So the idea is to create multiple Help Centers and each Help Center is going to contain one specific product. Besides some other products, we have 2 core ones - TMS & Strings and they both have Term Base and Translation Memory, but those features require different set up. But when you search for e.g. Term Base in this one shared HC, you wil get results for both. Additionally, if you have an AI-powered bot, it scans all the content and can hallucinate more often than expected. I believe that having separate HC could help?
     
    Also, I know there is an option to allow search across Help Centers which could potentially help as well?
     
    2. Use Multiple HC feature in order to host different content.
     
    E.g. Help Center #1 is dedicated to users who are familiar with the product - the content is more technical. Help Center #2 is dedicated purely to Onboarding and Getting Started - simpler language, a lot of screenshots, etc. Help Center #3 serves another purpose, Help Center #4, another purpose, etc. Right now, what I see a lot is the same thing as in use case 1 - Onboarding materials and Getting Started being part of one Help Center as a category.
     
    What I would like to find out is if you think these are use cases for a separate Help Center instances and if yes, are there any companies which are using it this way? And if yes, would you be able to share their Help Center URLs?
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