Using article lists for different views of your knowledge base content

Note: Article lists are available on all Guide plans, but only on Guide Professional or Enterprise can you create and save a custom article list.

Article lists enable you to get an overview of all your 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 Or you can find articles that have a specific article label, such as out-of-date.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 Guide Manager or an agent with edit permissions to access use article lists. Agents can access only articles where they have edit or publish permissions in article lists. On Guide Professional and Enterprise, you can save any custom article list you create.

This article contains the following sections:

• Accessing article lists
• Creating an article list for a different view of content
• Viewing all knowledge base articles for a specific language (Guide Professional and Enterprise)

Related article:

• Managing your saved article lists (Guide Professional and Enterprise)

Accessing article lists

There are some standard article lists:

• All articles gives you an overview of all the articles in your knowledge base.
  The number of articles and the list includes all articles in your source language, in all states, except archived. If you support multiple languages, you might notice that your number of published articles is greater than the number of all articles because it includes all translations.
• Drafts shows only the unpublished, draft articles in your knowledge base.

  On Guide Enterprise, instead of a Drafts list there are several Team Publishing lists, each corresponding to a different article state.

• Archived articles shows articles that have been removed from your knowledge base.

You might see other lists, depending on Guide features you are using. You might also see personal saved lists and shared lists if you are on Guide Professional or Enterprise.

You must be a Guide Manager or an agent with edit permissions to access article lists. Agents can access only articles where they have edit or publish permissions in article lists.

To access article lists

1. In Guide, click the Manage articles () icon in the sidebar.

   Your All articles list opens by default. Published articles are indicated with a green dot (), draft articles with a yellow dot (), and archived articles with a gray dot ().

2. Click another article list to open it.

   

To access article lists for another brand in your instance of Zendesk Support (Support Professional or Enterprise)

1. In Guide, click the Manage articles () icon in the sidebar.
2. Click the name of your brand in the upper-left corner, then select the name of the brand you want to switch to.

Creating an article list for a different view of content

You can use search and filters to create an article list for 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.

You must be a Guide Manager or an agent with edit permissions to access create article lists. Agents can create article lists for articles where they have edit or publish permissions.

On Professional and Enterprise, you can save your custom article list for yourself or you can save and share the list with all agents.

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

1. In Guide, click the Manage articles () icon in the sidebar.

   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 Filters, 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. The available filters depend on your features and plan type.

   

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

   

   You can share any saved article list so that all Guide Managers have access to it (see Sharing a saved article list).

Viewing all knowledge base articles for a specific language (Guide Professional and Enterprise)

If you are on Guide Professional or Enterprise and support multiple languages, you can view all articles for a specific language.

To view all articles for a specific language

1. In Guide, click the Manage articles () icon in the sidebar.

   Your All articles saved list opens by default.

2. Click Filters, then select Languages.
3. Select a language from the list.

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