Your Zendesk Help Centre is more than a support tool — it’s a reflection of your brand and customer experience. If it feels outdated, confusing, or inconsistent, it’s time for a redesign. In this guide, we’ll walk you through how to redesign your Zendesk Help Centre step-by-step — from layout planning to SEO optimization.
Why Redesign Your Zendesk Help Centre?
A fresh design improves usability, customer satisfaction, and brand consistency.
Benefits:
- Better navigation and UX
- Consistent branding
- Mobile responsiveness
- Improved self-service efficiency
- Faster ticket resolution
Step 1: Audit Your Current Help Centre
Start with a full evaluation. Identify strengths, weaknesses, and usability gaps.
Check:
- Are users finding information easily?
- Does the layout align with your brand?
- Is it mobile-friendly and accessible?
Tools like Hotjar and Google Analytics help track user behavior.
Step 2: Define Goals and Audience
Know your audience and set clear goals.
Examples:
- Reduce support tickets by 20%
- Improve engagement on top articles
- Align design with your website
Tailor your design to your users’ needs, not just aesthetics.
Step 3: Choose or Customize a Zendesk Theme
Zendesk offers multiple options:
- Copenhagen Theme: Simple and effective
- Custom themes: Full control via HTML/CSS
- Premium themes: (Diziana, Lotus Themes) for ready-to-use modern templates
Ensure your theme is responsive, fast, and accessible.
Step 4: Plan Layout and Structure
A good layout helps users find what they need fast.
Focus on:
- Clear navigation
- Prominent search bar
- Organized categories and sections
- Helpful CTAs (“Contact us,” “Chat now”)
Example layout:
Step 5: Brand and Visual Consistency
Match your Help Centre’s visuals with your website.
Add:
- Brand colors and fonts
- Logo and favicon
- Consistent imagery and icons
Use AI tools like FreePixel’s Batch Background Remover to clean up and standardize visuals easily.
Step 6: Improve User Experience (UX)
A good UX means fewer tickets and happier users.
Best practices:
- Use short, clear navigation labels
- Add breadcrumbs for easy tracking
- Include “Was this helpful?” feedback
- Use visuals and videos for tutorials
Step 7: Optimize for SEO & AEO
Your Help Centre should be discoverable on Google and within Zendesk.
SEO Tips:
- Use descriptive titles and meta descriptions
- Add keyword-rich alt text to images
- Link related articles
- Use FAQ schema markup
AEO Tip: Start each article by directly answering a likely question.
Example: “How can I reset my password in Zendesk?”
Step 8: Test and Refine
Before launching:
- Test on desktop and mobile
- Check accessibility (WCAG 2.1 compliance)
- Verify search functionality
- Fix broken links and slow-loading images
Gather feedback from users and team members before going live.
Step 9: Launch and Monitor Performance
Post-launch, track analytics:
- Article views
- Search queries
- User feedback (“Was this helpful?”)
- Ticket deflection rate
Use insights to make ongoing improvements.
Step 10: Keep It Updated
Your Help Centre is a living system.
Maintain it by:
- Updating visuals quarterly
- Refreshing content regularly
- Reviewing SEO metadata annually
- Adding new FAQs or feature guides
Example: Real-Life Impact
A SaaS company redesigned its Zendesk Help Centre using a custom theme.
Results:
- 45% more user engagement
- 30% fewer support tickets
- Faster load times across devices
A clean, intuitive Help Centre turned into their strongest self-service asset.
Conclusion
Redesigning your Zendesk Help Centre improves more than looks — it enhances support efficiency, user trust, and brand image.
A modern Help Centre doesn’t just solve problems — it creates better experiences. Start redesigning yours today.
FAQs
1. Do I need coding skills?
Not always. Zendesk’s Theme Editor allows customization without code.
2. How long does it take?
Typically 2–6 weeks depending on complexity.
3. What’s the easiest way to update visuals?
Use AI tools like FreePixel for batch background removal and visual cleanup.
4. How often should I refresh my Help Centre?
At least once every six months to keep design and content relevant.
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