✨ Update: The new experience is live! Please clear your browser cache if you still see the old experience and you are not being redirected to the zendesk.com versions of the articles.
Starting January 27, 2026, the product documentation will be published on the Alida Help Center instead of separate standalone websites. This change affects anyone who uses the product documentation.
The new experience will deliver:
- A more modern look and feel.
- Improved back-end infrastructure to enable better search indexing and AI capabilities.
- A unified self-help experience.
- Generative AI capabilities in search.
What is changing? Here's what you need to know...
The Alida Help Center is your one-stop self-help resource.
Under the old experience, there are many URLs and separate sites to keep track of.
Under the new experience, you only have to remember and bookmark one URL: https://alidasupport.zendesk.com/hc/en-us.
The webhelp content is the same. The theming, URL, and category/section navigation are new.
Under the old experience:
- The URL contains help.alida.com.
- There is a Table of Contents on the left-hand side with nodes and nested topics.
- The topics have a less modern look and feel because of the stylesheet being used.
Under the new experience:
- The URL contains zendesk.com.
- There's a category/section navigation tree in the top left corner of the page. Articles from the same section are displayed on the left-hand side.
- The content uses the same stylesheet as the Alida Help Center for a more modern look and feel.
Tip: We understand transitioning away from the Table of Contents in the old experience is a big change.
This may help:
- Use the navigation tree in the top left.
- We've grouped similar and related articles in the same sections, so you can find related content if you explore at the section level.
- Related links are listed at the bottom of articles.
Your old URLs will still work.
Automatic link redirects ensure that any bookmarks or saved links you have will redirect to the corresponding new location on the Alida Help Center.
Important: If you see the old experience instead of the new experience, you may have browser-side caching that interferes with the link redirects. Clear your cache, or try opening the link in incognito mode.
The Alida Help Center homepage will change slightly.
Under the old experience, the Alida Help Center homepage has fewer categories on the homepage.
Under the new experience, the Alida Help Center homepage has more categories. Inside these categories are sections and subsections that contain the migrated webhelp articles. Some categories (Getting Started, Knowledge Base, Script Library, Exclusive Content, Contact Support) remain the same. The Videos category will move under Getting Started.
Your search experience will look different.
Under the old experience, the search results page has facet filters and is powered by Coveo.
Under the new experience, the search results page has a simpler experience overall and is powered by Zendesk. The search results are also displayed differently and feature a navigation tree with categories and sections.
Tip: To see which articles apply to surveys or power surveys, refer to the navigation tree in the search result.
Tip: Filter your search results by top-level category. Under Type, click Articles. The By Category filters menu appears in the left-hand side and allows you to refine your search results.
GenAI search results will be available on the Alida Help Center.
Under the new experience, we will be enabling Quick Answers on the Alida Help Center. This feature provides an AI-generated summary answer to a search query, a suggested article for further information, and voting controls (thumbs up/thumbs down) so you can provide feedback on the helpfulness of the answer. Please note that Quick Answers is a generative AI search feature available in Zendesk; its performance and behavior are dependent on Zendesk's AI capabilities and out-of-the-box functionality.