Accessibility Zendesk Knowledge Base Setup
Budget: $15 – $25 USD
Our accessibility consultancy is ready to turn Zendesk into a true self-service hub. I need the Help Center configured from the ground up, complete with a logical category hierarchy, polished article templates, and automated ticket flows that deflect repetitive questions while still feeling personal.
I have been on Freelancer for more than a decade (under ClinicSolutions) but needed to set up a separate account for this work for payment purposes
Content requirements
• Articles and how-to guides that walk users through common accessibility challenges and our recommended fixes
• A concise FAQ section surfaced through Zendesk’s search and bot suggestions
• Space for embedded video tutorials (script outlines and placeholder links are fine; the production team will handle final videos)
Writing style
Every piece must be technical and detailed—think WCAG references, code snippets, and step-by-step remediation instructions—yet still readable for product owners who may not be engineers. You will be given all the articles from sheribyrnehaber.com and those need to go into the knowledgebase (if they address multiple topics, you are responsible for breaking them up)
Zendesk setup tasks
• Help Center customization (theme tweaks, categories, user permissions)
• Macros, triggers, and automations that route complex tickets straight to our consultants while encouraging self-service first
• User-friendly article templates so our team can keep adding content without breaking consistency
• A short internal guide explaining how to update articles and manage workflows
Acceptance criteria
1. Help Center launched on our sub-domain (support.accessabilityofficer.com) and is visible to end users.
2. Minimum of 200 articles NOT AI-generated, a FAQ list for each WCAG criterion
3. Test ticket proves the flow: customer searches ➔ suggestion offered ➔ ticket deflected or routed with appropriate tags.
4. Internal guide delivered as a Zendesk article in draft mode.
Let me know your experience with Zendesk (and any past accessibility projects), plus a timeline for each milestone, so we can get this live quickly. We are looking for an estimated number of hours
I have been on Freelancer for more than a decade (under ClinicSolutions) but needed to set up a separate account for this work for payment purposes
Content requirements
• Articles and how-to guides that walk users through common accessibility challenges and our recommended fixes
• A concise FAQ section surfaced through Zendesk’s search and bot suggestions
• Space for embedded video tutorials (script outlines and placeholder links are fine; the production team will handle final videos)
Writing style
Every piece must be technical and detailed—think WCAG references, code snippets, and step-by-step remediation instructions—yet still readable for product owners who may not be engineers. You will be given all the articles from sheribyrnehaber.com and those need to go into the knowledgebase (if they address multiple topics, you are responsible for breaking them up)
Zendesk setup tasks
• Help Center customization (theme tweaks, categories, user permissions)
• Macros, triggers, and automations that route complex tickets straight to our consultants while encouraging self-service first
• User-friendly article templates so our team can keep adding content without breaking consistency
• A short internal guide explaining how to update articles and manage workflows
Acceptance criteria
1. Help Center launched on our sub-domain (support.accessabilityofficer.com) and is visible to end users.
2. Minimum of 200 articles NOT AI-generated, a FAQ list for each WCAG criterion
3. Test ticket proves the flow: customer searches ➔ suggestion offered ➔ ticket deflected or routed with appropriate tags.
4. Internal guide delivered as a Zendesk article in draft mode.
Let me know your experience with Zendesk (and any past accessibility projects), plus a timeline for each milestone, so we can get this live quickly. We are looking for an estimated number of hours