The Help Centre's current design was launched in summer 2020, and while some of the content has been reorganised, the overall structure remains the same since that launch.
Review this article for tips to efficiently use our Help Centre!
As Handshake has grown over the years, we’ve evolved not only in offerings and style, but branding as well. With that evolution in mind, plus user research our team personally conducted, we’ve designed a new version of the Help Centre.
This new design will help our users more quickly identify the valuable content our Help Centre contains.
This new design has a strong emphasis on our intuitive search feature, which will help our users more easily locate desired content.
If the desired results isn't listed, load the search results page by pressing enter/return on your keyboard. Our EDU Partners will be able to filter search results from articles and community posts.
Popular or important articles to be aware of are promoted on the front page, under the appropriate user-type category heading.
Additional Resources remain available with links to Institution Implementation Guide, Employer Implementation Guide, Upcoming Webinars, and our System Status page.
At the bottom of the Help Centre landing page is the section, Recent Activity. This will show newly published articles to all users, as well as Community posts for our EDU Partners.
From the landing page, users can click on the most relevant category for them: EDU Partners, Employers, or Students. Doing so will load all of the sections (topics) within that category, as well as the first few articles within each section.
Scroll down on the page to view the list, and click on See all articles to see the full list of articles within a section.
Users can also use the menu on the left to browse through Categories, Sections, and full article lists as well. Click on an article title to load that particular article.
The article page has an updated layout to increase font size and make use of the full space on the page for increased readability.
Recently Viewed and Related Articles
On the right of the article, there are two new sections: Recently Viewed articles and Related Articles.
- Recently Viewed will contain your five most recently viewed articles in Help Centre for quick reference and navigation.
- Related Articles will display five articles related to the topic you’re viewing presently.
With this update, we are introducing the ability to follow Sections and Articles.
Here’s more information on this feature, as described by Zendesk:
“You can choose to follow select sections and articles in the knowledge base and topics and posts in the community. When you create a community post or comment on an article or post, you are automatically subscribed to follow that article or post.
When you follow content, you are subscribing to it, so that you will be notified by email when new articles, posts, or comments are added. You will not be notified when updates are made to the body of an article, post, or comment.
You will receive email notifications for contributions made by other users who you are following, but you will not receive notifications for your own contributions.
You can stop following content at any time.”
When signed in, click on your name in the upper right corner of the page, then click on My Activities to view your tickets, tickets you are cc’d on, and contributions (article comments and community posts, for our Education Partners).
The page will default to My Requests, and you can use the tab Requests I’m CC’d On to view those tickets.
Click on any of the ticket subjects to open the ticket and view conversation details, including submission and updated dates, etc.
Click on Contributions tab in the upper-left of the page to view article comments and community posts and comments (for EDU Partners only).
Click on Following tab in the upper-left of the page to see any Sections, Articles, or (for University Partners) community posts that you’re following. Click the Unfollow button to stop following the selected content.
The options to Contact Support remain consistently located in the upper-right corner of the page with the Contact Support link and in the lower-right corner of the page with the Get Help pop-out icon. The style and colours are the different aspects.