Using article lists for different views of your knowledge base content Follow

all plans

Note: Article lists are available on all plans but only Professional and Enterprise can create and save custom article lists.

Help Center article lists enable you to get an overview of all your published and unpublished knowledge base content, and then refine that view by using search and applying filters to build article lists. For example, you can find all the articles that were created this week and review them. Or you can find articles that have a specific article label, such as out-of-date.

You must be a Help Center manager to use article lists. On Professional and Enterprise, you can save any custom article list you create. On Essential and Team, you cannot save your own custom article lists.

Accessing article lists

There are three standard article lists for your Help Center:
  • All articles gives you an overview of all the published articles in your knowledge base.
  • Drafts shows only the unpublished, draft articles in your knowledge base.
  • Archived articles shows articles that have been removed from your knowledge base.

If you are on Professional or Enterprise, you can create and save your own custom article lists, and they will appear in your saved articles list. On Essential and Team, you cannot create and save custom article lists.

If you are on Professional or Enterprise, and have set up multiple brands, you can switch brands from any article list to see the article lists for another brand.

To access article lists

  1. In Help Center, click Articles in the top menu bar, then select Manage articles.

    Your All articles list opens by default.

  2. Click Drafts in the left sidebar to view a list of unpublished articles.

    If you are on Professional or Enterprise, and have created custom article lists, click the name of any saved list to view it.

To access article lists for another brand in your instance of Zendesk Support
  1. Click Articles in the top menu bar, then select Manage articles.
  2. Click the name of your brand in the upper-left corner, then select the name of the brand you want to switch to.

Refining your article list for a different view of content

You can use search and filters to refine an article list and create a different view of your knowledge base content. For example, you might add a filter to your list of all articles to view only articles created this week.

To refine your article list to create a different view of your content

  1. Click Articles in the top menu bar, then select Manage articles.

    Your All articles saved list opens by default.

  2. Enter a search query in the search box, then click Enter, to search across all articles or select any saved list instead of searching first.
  3. Click Add filter, then select a filter and a value to define this list of articles.

    You can apply filters to search results or to any saved list, including your list of all articles.

    Articles that match your search or applied filter appear.

  4. If you want to sort the articles, click Sort by at the top of the column, then select an option.
  5. If you want to view only articles in a specific language in this list, click Source at the top of the column, then select a language.

    Only languages that are supported in your Help Center are available (see Localizing Help Center).

  6. (Professional and Enterprise) If you want to save your list, click Save search as list, name your list, then click Save.

 

Viewing all knowledge base articles for a specific language

You can view all articles for a specific language.

To view all articles for a specific language

  1. Click Articles in the top menu bar, then select Manage articles.

    Your All articles saved list opens by default.

  2. If you want to search or add a filter, do so.
  3. In your article list, click Language: source, then select a language.

    Only languages that are supported in your Help Center are available (see Localizing Help Center).

Managing your custom saved articles lists (Professional and Enterprise)

If you are on Professional or Enterprise, and have created your own saved article lists, you can delete any list as needed and you can duplicate any list to create a copy of it.

To delete an article list

  1. Click Articles in the top menu bar, then select Manage articles.

  2. Select the name of the list you want to delete from Saved lists in the left sidebar.
  3. Click the options menu in the upper-right, then select Delete.

    The article list disappears from your saved lists.

To duplicate an article list

  1. Click Articles in the top menu bar, then select Manage articles.
  2. Select the name of the list you want to duplicate from Saved lists.
  3. Click the options menu in the upper-right, then select Duplicate list.
  4. Enter a name for your new list, then click Save.

    The article list appears in your saved lists.

Have more questions? Submit a request

Comments

  • 0

    So excited for this feature! Thanks ZenDesk

  • 1

    Great feature!  Just one request though - I'd love to be able to export this list or at least print it out.

    Edited by Virginia Goggins
  • 0

    Hi Virginia,

    I would love to know what use case you are trying to solve by exporting or printing the list. Could you elaborate a bit on that?

  • 0

    We are a not-for-profit that provides free tax preparation, so much of our documentation is seasonal and changes every year.  In a perfect world we would like to be able to get a list of all articles (with the category and section), the last modified (so we can identify old documents), and the number of views, so that we can pass out this report to the different groups.  Until now this was done by hand, but this report is a good start.  However, without the ability to print it or download it, my option was a global copy/paste into a spreadsheet (which doesn't preserve the columns) and then massage the date to add category and section.  Then I pulled up another report to add the # of views.  So my global request would be to have all of this available on one report, but my immediate request would be to have a way to export it.

  • 0

    Hi Virginia,

    Thank you so much for providing us with feedback about adding views to the overview. To make sure other users see your suggestion and for them to vote on it and provide their own feedback, I would recommend creating your request in our Product Feedback topic.

    This is where we list all product feedback allowing us to get an overview of it all. You can create a post by clicking here.

  • 1

    What would be really great is if we could create a variety of custom article lists and then embed them in specific article pages. For instance, if I wanted to create a special article page for a user persona (IT Director), I'd like to be able to create a custom list that will display all articles tagged for IT Director dynamically. Right now, we need to create a series of anchor links manually and continually update the article page as new IT Director articles are created. Not a big deal in the beginning but if we have 5 persona pages and generate a couple of articles a week for each, it could quickly grow to be unmanageable.

  • 0

    Shouldn't you be able to export lists via the API? https://developer.zendesk.com/rest_api/docs/help_center/articles

  • 0

    Hartley.forrest,

    That is not currently possible. You are very welcome to add that as a feature request under Product Feedback, which will allow others users to vote and comment giving us a central place to understand the need when it comes to lists and the API.

  • 0

    Can you explain how the lists under my Saved Lists are sorted? I have added about 30 lists and there seems to be no logical order to the lists. I have been creating the lists in the order in which I was hoping to see them and they are not showing that way and I cannot find any way to reorder them. Being the organizational freak that I am this is driving me nuts. If I can at least understand the logic behind the sort I may be able to better deal with it.


     

    Edited by Maggie St Clair
  • 0

    Hola Maggie,

    Thanks for reaching out to us with your question. Unfortunately, the "saved list" image you provided currently doesn't include the option to sort alphabetically or by how many articles are listed in a title (i.e Published Articles with Comments...). It seems that by default it simply adds the content in the order it was created. I would definitely encourage you to post a feature request here and see if this is something that is being considered for this functionality. 

    Sorry for the inconvenience :(

  • 0

    Thanks Jonathan. It doesn't actually sort them in the order I entered them either. I entered them in a particular order thinking that it might do that and it has then all over the place. It appears to be very random. I will be sure to enter a feature request. 

  • 0

    HI Maggie,

    We have now fixed it so that lists are sorted by creation date. It appeared that they were sorted correctly up until 8 lists, so it took us a while to reproduce and fix the bug.

  • 0

    Thanks for the update Christian. This will make it much better for viewing!  

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