In a recent Community Table Talk, we shared a look at the future of Zuora's product documentation and support experience. We previewed a new documentation portal and discussed upcoming improvements to our self-service help options.
View the presentation
A New Docs Portal Is Coming Soon
The biggest news from the session is that the Knowledge Center is being replaced by a new, modernized documentation portal. This new site, located at docs.zuora.com, is set to launch in October 2025.
Here’s what you can look forward to with the new portal:
- Refreshed Look and Feel: The new site will offer a cleaner, more intuitive user interface.
- Easier Navigation: The search bar will be a prominent feature on every page, making it easier to find what you need quickly. You’ll also be able to browse documentation by different product areas.
- Enhanced Search: A new, more effective search is being implemented. The goal is to provide step-by-step solutions directly in the search results, rather than just links to long documents. The search will also be filterable, allowing you to narrow down results.
- Modular Content: Content is being restructured to be more modular, which will allow us to reuse it across different channels like Zuora University or even directly within the Zuora application.
⇒ Menti Poll #1: What are your go-to support channels?
The poll results highlight that our Support Portal, Google, and Knowledge Center are the go-to resources for most users, validating our efforts to improve these key channels.
Improvements to the Support Experience
We provided a sneak peek into the new support experience being built directly into the Zuora tool. The vision is to have a unified support portal that eliminates the need to leave the application to create or manage a support ticket.
Key upcoming improvements include:
- Intelligent AI Search: Similar to the new docs portal, the support search will be enhanced to provide more effective, AI-driven answers that give you a solution in "numbered steps". A community member gave a "thumbs up" to this idea, noting the frustration of getting long lists of links instead of a direct answer.
- Intent-Based AI: In the future, we are hoping to use AI to understand the intent of your issue and proactively offer a solution, potentially preventing you from having to submit a ticket at all.
- Improved Ticket Submission: We are working to streamline the ticket submission process, aiming to eliminate the complex menus and sub-menus that can make it difficult to choose the correct product area. A community member gave a "thumbs up" to this, noting the difficulty of hunting for the right product area to submit a ticket.
⇒ Menti poll #2: What must-haves do you expect from the new docs portal?
The results from this poll directly align with our goals. Your feedback on "must-haves" like an intuitive UI, easy search, and a "one-stop shop" are at the heart of our new portal's design.
⇒ Menti poll #3: Words that describe the process to create a support ticket
This final poll provided powerful insight into the current user experience. This candid feedback underscores the need to build a more streamlined and intuitive support process, confirming that we're focusing on the right areas for improvement.
We Want Your Feedback
We are very open to feedback and encourage all community members to share their thoughts on how to make the support experience better.
You can provide feedback in a few ways:
- Create a support ticket and state that it is feedback about the support portal.
- Tell your Customer Success Manager, who will relay the information directly to us.
- Share your feedback with us in the Community.
Stay tuned for more information and be sure to try out the new docs portal when it launches!