General

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The Help Center is designed to provide a complete self-service support option for your customers. The Help Center contains: a knowledge base and, on Guide Professional and Enterprise, a Customer Portal for support requests. You can also add a community to your Help Center if you have Zendesk Gather.

Your customers can search for knowledge base articles to learn a task or search the community, if available, to ask fellow users questions. If your customers can't find an answer, they can submit a support request.

For more information, see Help Center guide for end users.

Each user has a Help Center profile (Guide Professional and Enterprise), so your Help Center users can get to know one another better. Profiles contain relevant information about the user, along with their activities and contributions.

What is an RFE?

A Request for Evidence is a notice from USCIS asking for more information before making a decision on your application or petition.

Common Reasons for an RFE

• Missing or incomplete documents
• Conflicting information in your paperwork
• Outdated or invalid evidence

Steps to Respond

1. Read the RFE Carefully
   • Identify exactly what is being requested.
2. Gather the Required Evidence
   • Provide only what is asked for, clearly labeled and organized.
3. Double-Check and Assemble Your Response
   • Include a copy of the RFE notice as a cover sheet.
4. Submit Before the Stated Deadline
   • Late submissions are generally not accepted.
5. Consider Legal Review
   • If you’re unsure or the RFE is complex, consult your lawyer. Our firm can review your response to reduce the risk of denial.

Pro-Tip

• Do not ignore an RFE—it could result in the denial of your application.

What is an Immigration Interview?

An immigration interview allows an officer to review your application and supporting documents. Most Green Card, citizenship, and some visa applicants must attend an interview.

What to Bring

• Government-issued photo ID (passport, driver’s license, etc.)
• Original documents (birth certificates, marriage certificates, etc.)
• Copies of your application and supporting evidence
• Any USCIS notice or appointment letter
• Additional documents listed in your appointment notice

What to Expect

• Security screening on arrival at the USCIS office or U.S. consulate
• Questions about your application, background, and supporting documents
• Interpreters are allowed if necessary—arrange in advance

Tips for a Successful Interview

• Be honest and concise
• Dress appropriately, as you would for a formal appointment
• Arrive at least 30 minutes early
• Bring a trusted attorney if you have ongoing legal representation

If you need help preparing, contact our firm or consult with your assigned attorney.

Overview

Applying for a Green Card (lawful permanent residence) is a major step toward building your life in the United States. Here’s a simplified roadmap to help you understand the process and get started confidently.

Steps to Apply

1. Determine Your Eligibility
   • Family-Based, Employment-Based, Refugee/Asylee, Diversity Lottery, and more.
   • Your situation will determine the correct process.
2. File the Correct Petition
   • Usually, a sponsor (family member or employer) files a petition with U.S. Citizenship and Immigration Services (USCIS), e.g., Form I-130 or I-140.
   • See your specific eligibility category for details.
3. Wait for a Decision on the Petition
   • Check processing times here.
4. Submit Your Green Card Application
   • If you’re in the U.S., file Form I-485 (Adjustment of Status).
   • If abroad, follow the Consular Processing route.
5. Attend Biometrics Appointment
   • You’ll be scheduled to provide fingerprints, photos, and a signature.
6. Interview (if required)
   • Most applicants must attend a USCIS interview. Bring all requested documents.
7. Receive a Decision
   • You will be notified by mail of the outcome.

Tips

• Always use the latest forms from the USCIS website.
• Follow instructions exactly and submit supporting documentation.
• Keep copies of everything for your own records.

If you have configured your Help Center to support multiple languages, you can publish content in your supported languages.

Here's the workflow for localizing your Help Center content into other languages:

1. Get your content translated in the other languages.
2. Configure the Help Center to support all your languages.
3. Add the translated content to the Help Center.

For complete instructions, see Localizing the Help Center.

You can use our Knowledge Capture app to leverage your team’s collective knowledge.

Using the app, agents can:

• Search the Help Center without leaving the ticket
• Insert links to relevant Help Center articles in ticket comments
• Add inline feedback to existing articles that need updates
• Create new articles while answering tickets using a pre-defined template

Agents never have to leave the ticket interface to share, flag, or create knowledge, so they can help the customer, while also improving your self-service offerings for other customers.

To get started, see our Knowledge Capture documentation.

And before your agents can start creating new knowledge directly from tickets, you’ll need to create a template for them to use. To help you along, we’ve provided some template ideas below. You can copy and paste any sample template below into a new article, add the KCTemplate label to the article, and you’ll be all set.

Q&A template:

[Title]

Question

write the question here.

Answer

write the answer here.

Solution template:

[Title]

Symptoms

write the symptoms here.

Resolution

write the resolution here.

Cause

write the cause here.

How-to template:

[Title]

Objective

write the purpose or task here.

Procedure

write the steps here.

You can modify the look and feel of your Help Center by changing colors and fonts. See Branding your Help Center to learn how.

You can also change the design of your Help Center. If you're comfortable working with page code, you can dig in to the site's HTML, CSS, and Javascript to customize your theme. To get started, see Customizing the Help Center.