Organizing knowledge base content in categories and sections

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109 Comments

  • Brett Bowser
    Zendesk Community Team

    Hey Linda,

    This would most likely require some custom code in your Guide theme to get this functioning how you'd like it to. I would recommend taking a look at this article for hiding Help Center components using curlybars: Selectively hiding Help Center components using Curlybars

    I hope this points you in the right direction!

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  • RTB_IT

    Edit: Found the issue, one category had no published articles

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  • Nicole S.
    Zendesk Community Team

    Thanks for coming back and sharing what you found, RTB_IT! Glad to hear you got it figured out :) 

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  • Sharma

    Here is my question:

    Let's say I have a section called "Section 1" and I have 10 articles under "Section 1". I have another section called "Section 2" and I would like to have a copy of all these 10 articles currently under "Section 1" to show under "Section 2" as well.

    Is it possible to do a bulk copy instead of manually doing this to each article?

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  • Maggie Ungerboeck
    Community Moderator

    Hi Sharma,

    There isn't a bulk copy option - I just have done this by copying and pasting the content article by article. Luckily for us, it isn't something we have to do that often.

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  • Sharma

    Thanks, Maggie! This is a one time thing for us too as we are redesigning of our KB structure but we have so many that manually is time consuming. :(

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  • Celine Ladoire

    Sharma

    I haven't looked into this too deeply, but how about exporting your existing articles and then re-importing them (basically as copies) where you want them?

    Export: https://support.zendesk.com/hc/en-us/articles/203662346-Exporting-data-to-a-JSON-CSV-or-XML-file-Professional-and-Enterprise-

    Import: https://support.zendesk.com/hc/en-us/community/posts/360004399708-How-to-migrate-Knowledge-Base-articles-from-CSV-to-Zendesk

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  • Sharma

    Thank you Celine! I didn't think of this. I'll give it a shot. Stay safe and thank you once again!

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  • Fiona

    For one of my five categories, I want to jump from the category directly into the article list (skipping the section level as we don't need to divide the category further). Is there a way to do that, either in the interface or with some coding? Maybe we make just one section with all the articles in then hide the section level somehow? 

    Thanks!

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  • Sarah Diep

    Hi,

    We currently have an article under a section under a category. Is there a way to remove the section and have the article directly under the category?

     

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  • Fiona

    That's my question too, Sarah! Hopefully someone knows the answer.

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  • Madison Davis
    Zendesk Community Team

    Hey Sarah and Fiona! The quickest way would be to remove the code that shows the section titles from your Category page, so when a user lands on the Category page they'll just see the list of articles: 


     

    This is pretty quick & scrappy and doesn't totally remove references to the sections in your Help Center - for example, you also might want to remove {{breadcrumbs}} from the article_page.hbs template after you do this. But if you're looking for a quick way to remove a click this'll do it :) 

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  • Sarah Diep

    Thanks Madison! But is there a non-code way to removing a section?

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  • Madison Davis
    Zendesk Community Team

    Sorry to say it, Sarah, but there's not. You can put all of your content into one section that nests into one category, but if you're using the standard Copenhagen theme, it's build to display the category, then sections within it, then articles within those. It's not possible for an article to live in a category without being nested into a section. 

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  • Sarah Diep

    Thanks Madison! Appreciate all your help!

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  • Anais

    Hi Madison Davis,

    I wish to display just some articles directly under the category, not all of them.

    Would the only solution be putting these articles in a specific section and then add a condition (if the section is not xxx) to display the bloc of section title you highlited ?

    You mentionned that this constraint is proper to Copenhagen theme. Could you suggest some themes that do not have this constraint ?

    I am on professional plan and I was wondering if Enterprise plan would allow more flexibility (apparently it is possible to add sub-sections, but not removing section?).

     

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  • Anais

    I created a dozen of categories and then I realized that Copenhagen theme displays only 3 categories for end-users and that there is no navigation menu... Maybe it's not recommended to use that much categories ?

    Otherwise, could someone point me to the good direction to add a menu to the help center ? I'm a total newbee.

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  • Maggie Ungerboeck
    Community Moderator

    Hi,

    The Copenhagen theme should adjust to however many categories you create - it isn't limited to only show just three of them. It might be that something is making your categories not show to end users. A few things you can check:

    • All the articles in the sections that are within a category are visible to end users. If a category has no content that an end user can see, then it automatically hides it.
    • There are articles in the categories. If there are no articles at all (even if there are sections), then the category doesn't show to end users.

    Hope that helps!

    Thanks,
    Maggie

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  • Anais

    Hi Maggie,

    Indeed, I realized that I had only 3 categories with articles visible to end users...

    Dummy me !

    Thanks for you assistance.

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