Organizing knowledge base content in categories and sections

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  • 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




  • Trapta

    Hi @Ed Ball,

    Copy and paste this code at the bottom of your category template -

    <div class="container">
    <section class="articles">
    <h3>{{t 'promoted_articles'}}</h3>
    <ul class="article-list promoted-articles"></ul>

    var catID = window.location.href.match(/[0-9]+/)[0];

    $.getJSON('/api/v2/help_center/en-us/categories/'+catID+'/articles.json', function(data){

    var output = "";

    $.each(data.articles, function(idx, itm){
    if(itm.promoted==true) {
    output += '<li class="promoted-articles-item">';
    output += '<a href="'+itm.html_url+'">''</a>';
    output += '</li>';


    Let us know if you face any issue.

  • 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.

  • 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 Has this been replaced by "archive article"?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.

  • Jennifer Rowe

    Hi Chuddy,

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


  • Celine Ladoire

    Hi Nicole,

    Thanks for the info!

  • 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. 


  • 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?


  • 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!  


  • Trapta

    Hi @Niclas Kårlin,

    Use the below code -

    .section-tree .article-list-item:nth-child(n+4) {display: none;}

    Let us know if you face any issue.

    Team Diziana

  • Brenda

    I wish I could mark a category as private/internal. I only see that as an option for sections.

  • Trapta

    @Ed Ball,

    Please replace




    and you will be good to go.

    Let me know if this solves your issue.

    Also, your help center looks really clean and cool :)


    Team Diziana

  • Jared Babinec

    I am making a support site with 3 different categories listed on the main page. I would like each category to display a unique template with its own FAQ page inside. I know you guys just released a feature allowing you to edit a unique category template. But my question: 

     Is it possible to be able to click on a category and then inside that category could have its own FAQ page? Or can I only have one FAQ page? Is there any way I could make my site to display a FAQ page within a category? Or do I have to set up multiple Brands to get different FAQs? 

    I'm trying to explain this the best I can but just in case another example of what i'm aiming for:  would have a different FAQ then


    I'd really appreciate the help and let me know if I worded this too confusing :) Thanks!

  • Liz

    Hi there,

    I am new to Guide and just learning about it as I set it up for the first time for our company. So it is possible I am missing something obvious.

    I know that if there is only one Category, users will only see the Sections. Is there anything like this for if a Category has only one Section in it, so that users click the category and see the articles?

    We have several top-level categories we want, but in one of them is a really all-encompassing topic that doesn't need multiple sections. Will our users have to click a redundant section title once they click that category? Or will they be able to see articles as soon as they click the category? Is there another way to make this work that I should know about?


  • 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

  • Jessie Schutz

    Hey Ed!

    I suspect that this is something you could do with some clever JS coding, but that's about as far as my knowledge goes...we've got several fabulous coding gurus among our Community Moderators, so I'll see if they can confirm!

  • Jessie Schutz

    Hi Niclas! I'm checking with Trapta to see if she can help with this. Stand by!

  • Marcello Baccheschi


    Is it possible to set an automation so that a ticket's comment or resolution do updates the knowledge base too? Thanks.

  • Trapta

    @Niclas, you can create a ticket here and then we can exchange email addresses there.


  • Amin

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

  • Niclas Kårlin

    Trapta  and Team Diziana

    I imported a bunch of documents to the "System Manager" section using API, and now only three documents show, but not the Show more... button. 

    Could you please take a look? Do you need login, let me know.

  • Jessie Schutz

    Hey Marcello!

    Have you had a chance to look at our Knowledge Capture App? I think this may do what you're looking for!

  • Pete LeRoy

    Hey Jesse,

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


  • 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

  • sushma

    Hi ,

    Does there any API to edit the existing Category name and description?


  • Ed Ball


    This worked great...  thanks a ton!

  • Celine Ladoire

    @Sarah M.

    This might be a more complicated way than necessary, but you can setup articles visible to 'everyone' in sections which are 'restricted'. That section/category will not show in browse pages, but the 'public' user will still be able to access the article via link, and search for it in the search. 

    So you could maybe setup an 'additional resources' section somewhere, and put all of those in there, just to be linked to.

  • Trapta

    Hi @Meghan,

    It seems like you are looking at Chat instead of Guide. You need to select Guide by clicking at four dots icon (right next to your avatar) in the header.

    Then, click on the Book icon in the left sidebar and you will be able to manage and see the articles.

    Team Diziana

  • 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? 


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