Creating and editing articles in the knowledge base Follow

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Help Center managers and agents who have been granted permission can add or edit articles in the knowledge base (see Allowing agents to add or edit articles). End-users can't contribute articles to the knowledge base.

You must have at least one section in the knowledge base before you can start adding articles. When you create an article, you must assign it to a section. For more information, see Anatomy of the Help Center.

Adding articles to the knowledge base

You can add an article to any section where you have permission. For information on adding articles to multiple sections, see Displaying an article or section in multiple sections or categories in our Support tech notes.

To add an article to the knowledge base

  1. Click Articles in the top menu bar, then select Add article.

  2. Enter your content.
  3. Select a section for your article from the Publish in section menu.

  4. Chose any of the following options:
    • To close the article for comments, deselect Open for comments.
    • To promote the article in its section, select Promote article.
    • To add an attachment, click Upload attachment on the lower side of the editor.

      The file size limit is 20 MB.

  5. (Professional and Enterprise) Add any Labels you want.

    As you start typing, a list of existing labels appears for you to chose from, or you can add a new keyword by selecting Add as a new label or by typing a word and pressing Enter.

    Labels can be one word or a multiple word phrase. Labels are indexed for search with a little less weight as the article title, but multiple labels with similar words can outweigh the title and body of the article, so use labels carefully to balance your search results.

  6. Click Draft at the top of the article, then select Published.

    If you are not ready to publish your article, you can leave it in draft status and publish it later (see Working with drafts).

  7. Click Create.

    The article is created. You can make changes, if needed. Or you can click Show in Help Center to view the article in your Help Center.

    Tip: For information about how you can display an article in multiple sections, see Displaying an article or section in multiple sections or categories in our Support tech notes.

Editing articles in the knowledge base

You can edit an article in any section where you have permission to edit. It is not possible to save a draft of edits for an existing article.

To edit an article

  1. Navigate to the article you want to edit.
  2. Click Edit article in the top menu bar.

  3. Make your changes.
    • Use the editor's toolbar for formatting options or to add links, images, or tables.

      See also Inserting videos.

    • Edit the HTML source by clicking the Source Code button at the end of the editor's toolbar.

      Note: Help Center quarantines unsafe HTML tags and attributes to reduce the risk of malicious code. For more information, see Allowing unsafe HTML in pages.
  4. Click Update when you are ready.

    The article is updated. You can make more edits, if needed. Or you can click Show in Help Center to view the article in your Help Center.

Inserting videos in articles

Your videos must be hosted on a third-party video hosting service.

To insert video in an article

  1. Set the Help Center preference to allow unsafe HTML in pages (see Allowing unsafe HTML in pages). This is a one-time task.

    The Help Center considers portions of the embed code for videos as potentially unsafe. If you don't allow unsafe HTML, the Help Center may serve the page without all the necessary embed code.

  2. Obtain the embed code for your video and copy it into your computer's Clipboard.
  3. In Help Center, navigate to your article and switch to edit mode.
  4. Click the Source Code button on the editor's toolbar.

  5. Paste the video's embed code in the article's HTML.
Have more questions? Submit a request

Comments

  • 2

    I wanted to piggy back on something @Tommer mentioned: adding references to other KB articles.

    I understand the usage of anchor links, but I was wondering if Zendesk has the ability to suggest KB articles, or if there's a nice option to link to them by selecting from a dropdown somewhere?

  • 0

    Hi Will!

    We have a "related articles" component available in the Help Center, which you can find out more about here: Help Center template component reference.

    This doesn't allow you to select which articles are related to others, so it might not be the right solution for you, but it does take into consideration the articles your users have viewed prior to the article in question, and over time the traffic patterns in your Help Center will naturally build up those relationships for you and show relevant related articles to your users.

    Do you think that would help?

  • 0

    @Jessie,

    That certainly seems like a step up from at least not having anything. There wouldn't happen to be any way to modify the "relatedness" of articles? Possibly through the API even?? I would just hate for users to casually browse the KB, and have completely unrelated articles end up becoming related.

    Thanks for the reply! =)

  • 0

    How do I setup an internal knowledgebase? I am trailing the Plus plan from our starter plan. The use of an internal KB would be very useful to us but I can't work out how to set that up.

  • 0

    Hey Merethe!

    The Internal KB feature is available on the Plus and Enterprise plan, so this will definitely be available to you while you're trying out the Plus plan!

    The process is actually super simple. In the Help Center KB, content is restricted at the Section level. All the articles in restricted Sections will, of course, be restricted. If all the Sections in a Category are restricted, then that Category will only appear to those users that have access to the content. (Clear as mud? :D)

    When you create your iKB sections, you'll see there's a column on the right-hand side of the screen. This is where you'll arrange all your section settings, and you'll create iKB sections by selecting Agents and Managers from the Who can view drop down menu:

    Screenshot

    Please let me know if you have any other questions!

  • 0

    I may have missed it, but I don't see clearly specified the relationship between org restriction and tag restriction. We want users to see the article who have the specified tag OR who are in the specified orgs. Is this how it works? Thanks.

  • 0

    @RA Admin

    You are correct. The Organization Field does also have approximately a 1000 character limit.

  • 0

    Hi, we are looking to use Zendesk to replace our Wiki environment. We have a lot of end users registered to whom we would like to grant access to build the knowledge base. Is there anything we can do besides changing all of their roles to light-agent?

  • 0

    Hi Adrian!

    Making end-users into light agents would give them access to your tickets so I would strongly advise against going that route.

    The Zendesk Help Center isn't built for wiki-style co-authoring/editing functionality. My best suggestion would be to use software that's built for that particular type of community, and use Zendesk for your ticketing and any other traditional documentation you might need.

    Please let me know if you have any other questions!

  • 0

    Thanks Jessie

  • 0

    Is there a way to upload a video? The video (a demo on how to use Help Center for our signed-in Users) does not exist on a third party video hosting site for security reasons. Help? :)

  • 0

    Hi @Jennifer! It sounds like a better option would be for you to add the video as an asset in your Help Center, which can then be referenced in your article. Once you have uploaded the asset, you will add code into the HTML like the following:

    <iframe src="//p5.zdassets.com/hc/theme_assets/812413/223468737/videoname.mp4" width="500" height="350" frameborder="0" allowfullscreen=""></iframe>

    This code will reference the asset link provided when you upload your video. Of course you can modify any of the details in the link as needed. I hope this works for you!

  • 0

    Hi there,

    Is there a way to add multiple labels at once, starting from copying a list of keywords form a text file, for example?

  • 1

    Hi Andrea!

    If you copy/paste a string into the label box, it'll be read as a single label because labels can have multiple words separated by a space. However, once you've added labels to an article, all those labels will show up in a handy drop-down box the text time you click inside the label field. This way you can quickly click the articles you want to add, instead of having to type them out every time you need them.

    Hopefully that helps! Please let me know if you have any other questions!

  • 0

    Hi Jessie, and thanks for the reply.
    My goal is to populate the 'labels' field with several words, in different languages, at once, whenever I create an article. It is a matter of SEO, in fact.
    I know that there is a script, which can be used if you have developers' permissions, and I am going to discuss this with ours.
    But I like to solve problems efficiently :) and I am seeking for a quicker solution.

    I have tried to use tab and comma separated list of word, but still they will be recognized as single string, which seems quite a big limitation, since Zendesk default search engine is poor: it looks for result corresponding to single words and completely neglect a whole phrase, since it splits it in single terms.

    I hope this helps clarifying.
    Cheers.

  • 0

    We ended up using the code below. The video is embedded in a <video> tag instead of an <iframe>. Although <iframe> worked, it caused the video to autoplay. Using the <video> tag instead prevented autoplaying of the video.

    <video src="//p9.zdassets.com/hc/theme_assets/videonamehere.mp4" controls width="500" height="350"></video>

  • 0

    Hi Jennifer!

    Thanks so much for sharing your solution. :)

  • 0

    Hi Andrea!

    I wish I had a better solution to this issue for you. I'd suggestion popping over to our Product Feedback Forum and posting your suggestion there, along with your detailed use case.

    Posting in that forum will ensure that our Product Managers see your feedback, and will give other users the opportunity to upvote your suggestion and add their own voice to the discussion. Our PMs take this type of feedback into consideration when establishing our road map, and a detailed explanation of your use case helps them to understand the problem that you need solved.

    Thanks for your feedback!

  • 0

    Is there a way to prevent end users from being able to copy the embedded code for videos?

  • 1

    Chris-

    The only means available for end users to access the code of the Help Center would be using the Developer Console in Google Chrome or another browser, for example. Or some other tool that renders web page code to be accessible.

    There is no means to block the Developer Console of browsers from accessing the code of the web page. This is something outside of Help Center that is true for all web pages rendered in browsers that have these Consoles.

  • 0

    Is it possible for end users to be able to search by author?

  • 0

    Hi Carolyn!

    Help Center only searches the text of articles, not user profiles, so unless that author's name appears in the body of an article it won't show up in search results.

    However, with our new User Profile feature for Help Center, your end-users can follow a specific user so they get notified when that person makes a contribution to your Help Center. They can also view a list of that user's contributions right from their profile:

     

    Hope that helps!

  • 0

    Hi,

    Is there any way to tag content in an article so that it doesn't display? I have an existing topic that needs to be updated in a few weeks but if I change the topic to "Draft" it won't show up now. In RoboHelp you can add content then tag it and when you generate, it will exclude the tagged content. If you do not have a feature like this any plans on adding one in the future?

  • 1

    Hi Rachelle,

    We don't have a feature to mark portions of an article as draft, but you can temporarily hide any part of an article with the HTML comment tag, <!-- text -->, in the article's Code view.

    Example:

    <p>This is a paragraph.</a>

    <!-- <p>This is a draft paragraph.</p> -->

    Only the first paragraph will appear. You can use the comment tags anywhere, including at the word level. When you're ready to make the content public, just remove the tags.

  • 0

    Charles thanks for the quick reply. This is extremely helpful. I will try this out. 

  • 0

    Are there plans to allow Support staff to have access to view a list of their own content and the state the content is in (Draft or Published)?  Right now they can get a list but it does not show the state of the article.

  • 0

    Mary

    I hope I can help you here. Under Articles>Manage Articles, there is a little traffic light on the left hand side indicating the article status.

    Yellow for draft and green for published.

    Edited by Graeme Carmichael
  • 0

    Hi.  Yes I have seen that.  However, Support Engineers do not have Manage Articles permission.  So once they save a document the only way to see the docs they created is to go to their profile and click on Help Center.  That view only shows the article Title, Section, Created date. It does not show the status.

    Further, we use labels to simulate an article going into a technical review Queue, quality review Queue, or archive.  There is no way to see if an article has that label (as is in the simulated "queue").  

    There should be a simple way to customize the view and add columns to show what is needed.

     

  • 0

    Mary

    Thanks for that explanation. That sounds reasonable to me.

    I guess including some temporary text in the article title could help, but not very satisfactory. 

  • 0

    No since those articles are customer facing.  The best solution, is to allow agents to customize their view by adding what columns of info they need to see.

     

    Or, allow manage articles to agents so they can create filters to find particular documents.  Manage articles should be a right for all users. Separate from the other Admin tasks of Arranging articles, adding sections & categories.

    Edited by Mary Paez

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