Organizing Help Center knowledge base content in categories and sections Follow

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You can organize your knowledge base content into categories and sections and manage the order of those categories and sections. You can also set restrictions at the section level to determine who can mange content within each section.

The article covers the following topics:

Organizing your content in categories and sections

All Help Center knowledge base content is organized in the following tree structure:

Home > Categories > Sections > Articles

Each article must be a child of a section, and each section must be child of a category. You can't have orphan articles or sections.

The Help Center must have at least one category. Think of categories as the top-level organizing containers of the Help Center. You can use categories as content portals for different products or services, or for different kinds of content. For example, you can create one category for tech notes and another category for case studies.

If you have only one category in your Help Center, then the category itself is hidden to end-users, and they see only the sections that are in your Help Center.

For more information, see Anatomy of the Help Center.

Topics covered in this section:

To add articles, see Adding articles.

Adding categories or sections

  1. Click Articles in the top menu bar, then select Add category or Add section.

    To add a section, you must have at least one category to act as its parent container.

  2. Enter a name for your category or section.
  3. In the sidebar, under Show in category, select the category you'd like this section to appear in.
  4. Under Order articles by, select an option for how you'd like articles to appear in this section.
  5. If you want to viewing restrict access to this section, select an option under Who can view.

    The default is that content will be visible to anyone, but you can limit access to sign-in users, agents only, or users with a specific tag or in a specific organization or group. For more information, see Restricting access to knowledge base content.

  6. If want to restrict editing access to Help Center managers only, under Who can view, select Managers.

    By default, Agents and managers is selected so that agents can add and edit articles in this section.

  7. Click Add.

    The category or section is added. Remember, if you have only one category, then the category itself is hidden to end-users, and they see only the sections that are in your Help Center.

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

Moving sections or articles

To move articles to different sections

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

  3. Select a different section for your article from the Show in section menu.

  4. Click Update.

To move sections to different categories

  1. Navigate to the section you want to move.

    In the Curious Wind theme, navigate using the breadcrumbs in an article.

  2. Click Edit section in the top menu bar.
  3. Select a different category for your section from the Show in category menu.
  4. Click Update.

Editing categories or sections

You can change the properties of a category or section, including its title or description.

To edit a category or section

  1. Navigate to the category or section you want to edit.

    In the Curious Wind theme, navigate using the breadcrumbs in an article.

  2. Click Edit category or Edit section in the top menu bar.
  3. Make your changes, then click Update.

Deleting categories and sections

When you delete a category, all the sections contained in the category are also deleted, and all the articles contained the sections are archived.

When you delete a section, all the articles contained in the section are archived.

To delete a category or section

  1. Navigate to the category or section you want to delete.

    In the Curious Wind theme, navigate using the breadcrumbs in an article.

  2. Click Edit category or Edit section in the top menu bar.
  3. Click Delete in the bottom of the sidebar.
  4. Confirm that you want to delete the category or section.

    You cannot recover deleted categories or sections. Any articles contained in a deleted section are archived. You can restore archived articles to another section if you need to.

Alternatively, to delete a category or section, you can click Articles > Arrange articles, then click the name of the category or section you want to delete (you'll have to expand a category to see its sections). In the edit page, click Delete in the bottom right of the sidebar. If the edit page doesn't open when you click the name of the category or section from Arrange Articles, it is likely being blocked by a pop-up blocker. 

Reordering your content

You can promote an article to be the first listed in a section. You can also manually reorder all the articles in a section, all the sections in a category, and all the categories in the Help Center.

Topics covered in this section:

Promoting articles

You can promote an article to make it more prominent. Promoting an article affects its placement in the following ways:

  • It is moved to the first position of the section's article list, and marked with a star to draw attention to it.
  • It is added to your promoted articles list. Articles in this list are displayed in the order they appear on the Arrange Content settings page.

To promote an article

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

  3. Click the Promoted option in the article's sidebar.

  4. Click Update.

Manually changing the order of articles, sections, and categories

You can manually change the order of the articles, sections, and categories in your knowledge base. Manually re-ordering the article list overrides any article promotions.

Note: If you are using the Support SDK, note that it does not respect the same article order as on the web Help Center. This is a known issue for both iOS and Android.

To manually reorder articles, sections, or categories

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

  2. Click the expander icon (>) on the left side to show or hide the content levels.
  3. Click an item and drag it to another place in the order.
  4. To move more than one item at one time, click the checkbox next to each item you want to move, and then click any of the items and drag.

  5. When you're finished, click Save, then click Back to exit the arrange content page.

Sorting articles in a section

In addition to manually reordering articles as described in the section above, you can sort articles in a section automatically. For example, you can set articles to appear by date or alphabetically.

To sort articles in a section

  1. Click on a section name.
  2. Click Edit Section in the top menu bar.
  3. Select an option in the Order articles by field.

  4. Click Update.
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Comments

  • 0

    This is probably super obvious, but I just want to be sure...

    If I restrict a section to be viewed only by Agents and Managers, does that also mean any published articles within that section are also only viewed by agents and managers?

    Basically, I want to start adding articles for a new beta design we're rolling out next week, so that when we do roll it out, I can just publish the section and all the articles are then subsequently published (rather than going through multiple draft articles one-by-one and undrafting them). Is that how this works?

    Thanks!

  • 0

    Hey Emily!

    That's exactly how it works. :)

    Please let me know if you have any other questions!

  • 0

    Thought so :) Thanks!

  • 0

    Hey guys :)

    Speaking of restricting access to particular sections, a question has popped into my head. We presently have our Help Center rolled out for several spanish speaking countries. Mexico, Panamá, Ecuador and the like. 

    Now since Help Center mainly restricts by language, we're faced with a bit of a pickle, witch I'm sure other international Help Centers face as well:

    • How do I keep an open Help Center and yet have sections divided up by country or region?

    Because our Legal stuff, for example, varies from country to country, is there any way to filter content for unregistered users that speak the same language? Or saying it another way: 

    • Is there a way for Zendesk's Help Center to detect anonymous users and tag their ip or region?

    I understand that it would be a lot easier to set it up by hiding the sections or articles behind a "must log in" and then a "must have X tag" to do this thing. But is there a way to do it so that straight up strangers can land in their regional/national version of our Help Center.

    I was thinking of dipping my toes in multibranding, but cloning a whole help center to modify a few articles here and there sounds like overkill (unless there's a super easy way to do it I'm not aware of). Plus, if I'm not mistaken, multibranding works with organizations and groups to create a "brand", but this doesn't solve my problem of the complete stranger wondering into my help center for the very first time, does it?

    Thanks for reading!  

     

  • 0

    I see instructions for moving an article from one Section to another Section, but I need to move an article from one Category into another Category. How can I do this? 

  • 0

    Hi Pete!

    You should be able to drag the article into the appropriate Section in the Category where you want it to reside. You just need to expand the target Category and Section before you drag the article to it.

  • 0

    Hey Jesse,

    I didn't realize you could expand multiple categories simultaneously! I should have checked that - my fault. Thanks!

    Pete

  • 0

    No problem! :)

  • 0

    Hi Jessie,

    With reference to the image below, will ALL 'Agents and managers' be able to view articles (because they can manage them), or will the group filter also apply to the 'manage' option?

  • 0

    Hi Paul!

    I was able to conduct a test and confirm that when the Operations tag is applied, if the agent has managing permissions the section & articles will be visible. If the agent has Help Center viewer rights, they will not see the content if they are not a member of the Operations group. Feel free to check out this article which discusses more about the Help Center roles & permissions.

     

    Best,

     

    - DeShawn

  • 0

    Hello Jessie and All,

    As a new migrant to Help Center, I'm looking for a way to order articles within a section by votecount. Do I understand well that this is not possible automatically in HC?(however it was in Web Portal)

    If it indeed isn't a feature, does it exist as an item in your product roadmap? Alternatively, how can I submit a proper feature request to influence it?

    Thanks,

    Levente

    Edited by Levente Szabo
  • 0

    Hey Levente!

    That's correct, it's not possible to display articles that way out of the box. You may be able to achieve it through custom design code, though...hopefully some of the coding gurus here in the community will be able to help you with that!

    It looks like you've already got a post over in Product Feedback about your feature suggestion. :)

  • 1

    I just recently switched to the Copenhagen theme and I no longer see the ability to delete articles when editing them. Has this been replaced by "archive article"? Please advise. Thanks.

  • 0

    Is it possible to get metrics on knowledge base sections or categories?  I know I can see the number of views an article has, but I'd love to see what sections are getting clicked into the most.

  • 0

    My articles order doesn't affect how it's displayed in the mobile app (default help centre category presentation). Is there some sdk setting I'm missing or it's just not supported?

    Edited by vladimir.covaliov
  • 0

    I have the same question as Vladimir above with the SDK. We'd like to add a category for system status updated but it always appears at the bottom. Can't figure out how to make it appear on top.

    Edited by Ani Niow
  • 0

    Hello Vladimir & Ani,

    I believe I already talked to Ani in a ticket, however, I will mention this here as well for Vladimir

    At the moment the Support SDK does not respect the same article order as on the Web Help Center. We are aware of this issue and it is logged among the known issues for both iOS & Android in our documentation with more details: 

    Known issues

    Should you have some feedback for our developers and Product Manager, I would encourage you to post SDK related questions in our SDK community here

  • 1

    I am adding a new section to a category. When I add the Section it is not appearing in the Category, but is not there when I go to arrange the content. 

     



    Edited by Robert Gannon
  • 1

    Has anyone successfully done something like this?

    Main Category Page --> Additional Category Page --> Section --> Article

    The reason we are trying to do something like this in our help center is there are now way to many sections (and growing) so it is getting increasingly harder to scroll through and find what they are looking for. Even with the smart search, it's not ideal for those looking to browse. We also don't want to have many more additional categories on the main page of our help center like many other help centers have.

    Our help center page is a big place for training articles/videos and want to make it as easy to navigate as possible. For example, here's how we would want our help center to look.

    Training --> maximum 8 additional categories with short description of features --> normal section as currently created --> articles

    Thoughts?

     

     

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