This article details the maximum product limits in Guide.
Knowledge base limits
The following table shows the maximum limits related to knowledge base functionality in Guide.
| Item | Maximum |
|---|---|
| Article size | 1MB
This translates to approximately 1000000 characters, (excluding āăą or hidden html tags). |
| Total number of articles, excluding archived and translations | 40,000 |
| Total number of articles in a single section | 5,000 |
| Total number of comments per article | 1,000 |
| Total number of labels per article
(not available on Suite Team) |
50 |
| Total number of @mentions in an article | 15 |
| Total number of @mentions in a comment | 15 |
| Total number of article verification rules | 20 |
| Article attachment size | 20 MB |
| Total number of categories | 100 |
| Total number of sections in a single category | 100 |
| Total number of section levels
(Enterprise plans only) |
5 |
| Total number of sections in a single section
(Enterprise plans only) |
200 |
| Maximum length of an article content | 65,000 characters |
Content blocks limits
The following table shows the maximum limits for content blocks in the help center.
| Item | Limit |
|---|---|
| Total number of articles that a content block can be used in | 200
This roughly translates to 500000 characters, (excluding āăą or hidden html tags). |
| Article size | 1MB
This translates to approximately 1000000 characters, (excluding āăą or hidden html tags). |
| Total number of content blocks in one article | 25 |
| Content block size | 500KB |
| Plan type | Zendesk Suite Enterprise and above or Guide Enterprise and above. |
Search limits
The following table shows the maximum limits related to help center search.
| Item | Maximum |
|---|---|
| Native search queries | 300 characters or 50 terms |
| Instant search queries | 300 characters or 100 terms |
Management permissions and user segment limits
The following table shows the maximum limits related to user segment functionality in the help center.
| Item | Maximum |
|---|---|
| Total number of management permissions groups | 200 |
| Total number of user segments | 200 |
| Total number of ALL tags referenced in a user segment | 50 |
| Total number of ANY tags referenced in a user segment | 50 |
| Total number of groups referenced in a user segment | 50 |
| Total number of organizations referenced in a user segment | 50 |
See Creating user segments for more information about user segments and tags.
Theme limits
| Item | Maximum |
|---|---|
| Total number of themes | 10 |
| Individual theme size | 30MB |
| Total theme assets size | 25MB |
| Individual theme asset size | 5MB |
| Individual theme asset name | 50 characters |
| Individual theme template size | 300KB |
| Individual theme style.css size | 300KB |
| Individual theme script.js size | 300KB |
| Total number of settings in manifest.json | 200 |
| Total number of options in a list type setting | 20 |
About migrated themes and limits
On November 14, 2017 we introduced a new theming experience in Guide. When you migrate from the previous theming experience, some new restrictions will be applied to your themes. During the migration process, we suspend some file type and file size limitations to allow you to move your theme and assets to the new theming experience where they will be easier to work with.
For example, if you have a number of PDFs or other files that are no longer supported in theme assets, you will be able to migrate your theme. From there you can export that theme to retrieve all of these files easily. However, you won’t be able to duplicate or re-import that theme until the unsupported files are removed from the theme.
Zendesk API rate limits
Normal Zendesk API rate limits apply to the External content API if no tougher rate limit is documented in the following table. Character limits are documented in the following developer documentation:
- Federated Search - External Content Type API
- Federated Search - External Content Record API
- Federated Search - External Content Source API
There is no rate limit on help center searches.
| Limit | Max |
| External record creation | 770/min |
| External record size | 10000bytes/record |
| External sources | 3 |
| External types | 5 |
| External record | 3000 |
Why are there limits?
- For security purposes it’s important to vet the types of files that customers are allowed to upload so that we don’t receive malicious files.
- To prevent misuse or abuse vectors, it's important to limit the total size of files.
- For performance reasons, it’s important to serve, save, import and export files quickly for customers.
12 Comments
For "Total number of section levels" = 5, is that true for Lite, Professional, and Enterprise, as this article's heading suggests? When I browse to the Arrange Articles page I see "Subsections for Enterprise: Use subsections to structure up to five levels of articles. That's deep."
Hi James -
Thanks for calling that out. Flexible Hierarchies, which is the functionality that allows you to create additional section levels (or s"sub-sections") is only available on Guide Enterprise, and does have the 5 level limit. We'll see if we can make that more clear in the way the article is written.
Sorry for the confusion James. I've updated the article to make it clearer which features are Professional and Enterprise or Enterprise only. Thanks for calling our attention to that!
For "Total number of articles in a single section 5,000", is there a limit to how many articles can be displayed on a page? It seems I've reached a threshold and can only see about 20 articles on the side navigation panel. If I click the section, I see them all but I need to see all the articles in a section show up in the side navigation panel.
Hello David Darner,
The short answer is 30 by the base product default. I've gone ahead and included an article that goes into further detail on this topic.
Can I add pagination to my Help Center?
Best regards.
While I do understand the importance of having limits and multiple product level offerings, it kind of sucks that if the only thing you need is an additional section level without needing any other feature that comes with Enterprise, that you have to pay almost double per month for the guide. Is it not possible to just pay an additional monthly fee per additional section with the Professional version? Going from my current plan to Enterprise is an additional $300/mo with the number of Agents user accounts that I have .
Thanks for sharing your feedback, Buzz. We'll send it over to the team that handles pricing and packaging for consideration.
What is the difference between:
"Total number of labels per article (Guide Professional and Enterprise)"
and
"Total number labels used for search on an article (Guide Professional and Enterprise)"
Thank you.
Hello Jay Lee,
I can see how this can be easy to mix up, so I'll do my best to break it down for you.
You can find a more in-depth breakdown of this in the article link below.
Using labels on your Help Center articles
Best regards.
We're in the process of upgrading our help centre and we're beginning to hit our theme limits.
Looking at these limits we realize that we'd need them significantly increased for assets, styling and scripts to achieve our goals. Is this possible?
Hi David,
I'm looking into this for you and will let you know what I hear - likely early next week.
Hi David
The theming limits are in place fro two main reasons, one to prevent using our infrastructure for hosting content unrelated to the Help Center themes for use elsewhere and two to encourage that files are not unnecessarily large resulting in long load times and a poor end user experience.
Therefor the recommended approach if you need lager assets or JS scripts than the product limits allow is that you host those somewhere else and load them with JavaScript.
If that is not a solution for you, could you share a bit more details about your use case, why you need CSS, JS files and assets that exceed the limits and why loading from elsewhere is not a solution?
Then I'll see if I can provide better advice :)
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