Organizing knowledge base content in categories and sections

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  • Emily Knox

    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?


  • Jessie Schutz

    Hey Emily!

    That's exactly how it works. :)

    Please let me know if you have any other questions!

  • Emily Knox

    Thought so :) Thanks!

  • Adetona Ajao

    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!  


  • Pete LeRoy

    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? 

  • Jessie Schutz

    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.

  • Pete LeRoy

    Hey Jesse,

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


  • Jessie Schutz

    No problem! :)

  • Paul Middleton

    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?

  • DeShawn Witter

    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.




    - DeShawn

  • Levente Szabo

    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?



  • Jessie Schutz

    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. :)

  • Rich Warren

    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.

  • Alex Bakula-Davis

    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.

  • vladimir.covaliov

    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?

  • Ani Niow

    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.

  • Claudia Pelagatti

    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

  • Robert Gannon

    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. 


  • Bob Bednarz

    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




  • Jason

    oops. never mind!

  • Brian Sorensen

    i some how managed to hide a category from people when not signed in... how do i change it back?

  • Michelle McCombs

    If all the sections within a Category are hidden will that make the Category hidden? I would like to have an internal and external KB running, our internal is already built out with many Categories for the different team that use ZD. 


    I don't want my customers seeing those Categories as empty options for them.

  • Graeme Carmichael


    Yes, if all the sections within a category are hidden from an end user, the user will not see the category. So your customers will not see an empty box. You can confirm that by previewing your site as an end user under Guide Admin>customise design 

  • Sirisha Kapudasi

    Option to sort the articles by alphabetical order with an up or down arrow would be great instead of arranging the articles manually

  • Jennifer Rowe

    Hi Chuddy,

    This might not be exactly what you're looking for, but it might help....


  • Lenette Sequina-Grewal



    Is it possible to display an article in two diffrent sections wtihout creating and editing two similar articles?

    It would be nice, if you could mark an article to be shown in two different sections.

  • Jessie Schutz

    Hi Lenette!

    There isn't any native functionality that allows this right now, but we do have a Tip that details how you can make it happen with some custom code.

    If that level of customization won't work for you, I'd encourage you to head over to our Product Feedback forum and add your vote and detailed use case to the thread about this functionality. This is really helpful to our Product Managers as they evaluate what improvements to make to the product (even though they can't always answer).

  • Amin

    Typo: `mange` instead of `manage` in the first paragraph.

  • Jennifer Rowe

    Oops! Good catch. It's fixed now.

    Thanks for letting us know, Amin!


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