Organizing knowledge base content in categories and sections

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89 Comments

  • 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?

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  • Ed Ball

    Thanks a ton Trapta,

    I did have to change one part but it seems great after that.

    '/api/v2/help_center/'+$('html').attr('lang').toLowerCase()+'/categories/'+{{category.id}}+'/articles.json'

     

    And thanks...  We are about to do a refresh of the look as it's old and not responsive.

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  • Sarah M

    @Celine Thank you for this! Is setting the visibility of a section only available for Guide Enterprise, by chance? I tried this out, but the only way I could hide the section was to make it draft...which meant that when I tested as a signed-in user (our end users) they couldn't see my test article. :/ (I provided a direct link to the article, which was shared at a settings level where they should have been able to see it.)

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  • Caroline

    Apologies if I missed this somewhere but is it possible to have the articles in a category "smart order" themselves in a way? So articles in a category order themselves based on those that are most popular/clicked on first?

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  • David Bjorgen

    Is there any way to add custom IDs or classes to categories?

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  • Graeme Carmichael

    Michelle 

    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 

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  • Nicole - Community Manager

    Hey Joar - 

    What you'll need to do is restrict access to that section of your Knowledge Base. Google won't index something that's restricted.  The following article explains how to set up those restrictions: 

    Applying user segments to restrict access to Help Center Knowledge Base content

    Restricting that content will also prevent Answer Bot from serving it up to anyone who doesn't have access to that section. It will serve it to people who have access to that section, though. 

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  • Ed Ball

    Have a quick question about Promoted articles. We show the promoted articles on the home page and it shows all promoted articles. Is it possible to show promoted articles on the Category page, but only the promoted articles in that category? So the home page shows all promoted articles, but if you click on 'Billing' then you would see the category and only the promoted articles within the category billing in the promoted section.

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  • 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

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  • Nicole - Community Manager

    Hi Celine -

    We can't speak to the long-term pricing and packaging as those things evolve over time, but in the near-term future it looks like it will just be available to those on Enterprise plans.

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  • Lindsay Bradley

    Hi,

    Is there a limit as to how many categories you can have? We'd like 9/10 on our homepage. Thanks.

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  • Jessie Schutz

    No problem! :)

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  • Ed Ball

    Hello @Trapta,

    Sorry, it was a little out of the blue...  On page 2 of the comments here you left some code to allow the category section to only show top FAQs related to the category. I should have posted a link...

    Go to https://support.bladeandsoul.com/hc/de/

    On the home page at the bottom you will see the FAQs in German

    back at the top click Login-Support link

    You will go to the Account category and see the FAQs for Account, but they will be in English.

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  • Sarah M

    @Trapta, I'm looking to create pieces of content that don't show up in the section browse pages. I'll be linking out to them from articles, but I don't want them cluttering up the section browse pages. 

    How can I more greatly control what sections show up in the category browse pages?

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  • Niclas Kårlin

    Hi @Trapta, now it doesn't work at all... All sections have the default six articles and the usual "See all 20 articles" text.

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  • Jessie Schutz

    Hi Caroline!

    There's no in-built functionality that will do this. It might be possible to rig up something custom with JS...perhaps one of our coding gurus here in the Community can weigh in on that.

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  • Trapta

    Hi @sushma,

    Yes, please take a look at Zendesk API.

    Team Diziana

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  • Mat

    Hi,

    On my Guide homepage, how can I display  the 'top articles' instead of the 'recent activity' ?
    (I am on lite plan)

    Similar to this: https://help.zoosk.com/hc/en-us

    Thanks

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  • Trapta

    Hi @Ed Ball,

    I am little out of context here, can you show some screenshots of share the URL so that I can see what exactly you are doing and what exactly is happening?

    Team Diziana

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  • Trapta

    @David,

    You can add custom class to HTML code of the template. If you can share the URL of your HC then maybe I can share some piece of code for you to add icons in the sidebar.

    Thanks

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  • Trapta

    Hi @Jared Babinec,

    You can use {{#is}} component and can create different UI for different categories. Something like this:

    {{#is id CATEGORY_ID}}
    // Your code goes here
    {{/is}}

    {{#is id CATEGORY_ID}}
    // Your code for second category goes here
    {{/is}}

    Let me know if this solves your issue.

    Team Diziana

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  • Emily Knox

    Thought so :) Thanks!

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  • Trapta

    Hi @David,

    You can definitely add some custom classes to some categories using {{#is}} or to all the categories.

    I am more curious to you in your case what is your purpose of adding custom classes to the categories?

    Thanks

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  • 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.

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  • Brett - Community Manager

    Hey Sarah,

    There's actually no way to set the Section visibility within Guide. This is controlled at the article level as shown in the screenshot below:

    That being said, if all articles within that Section are only visible to Group A, then the Section should not show up for any agents within Group B. 

    If you're looking to hide Sections that do have articles visible to everyone, then you'll most likely need to use some custom code to hide those sections. 

    I was able to track down the following article that may help get you started: Selectively hiding Help Center components using Curlybars

    Cheers!

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  • David Bjorgen

    @Trapta,

     

    I have the following code:

    {{#each categories}}
    <li class="cat-{{id}} {{name}}"><a {{#if sections}}class="has-sub-menu"{{/if}} href="#">{{name}}</a></li>
    {{/each}}

    A category ID is assigned to each line item class. Also the category name is included in the class. Including the category name creates some unusable class names such as:

    <li class="cat-11500728228 Basics & Tips">...</li>

    Is there a helper (or another way) to stringify the {{name}}, removing spaces and unusual characters (such as the ampersand)?

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  • Celine Ladoire

    In the screenshots currently showing in the Editing categories or sections, the sections blocks have a 0 section under them. This is the same one you see when looking at Categories, to see how many sections are under them.

    However, I can't find a way to add a section under a section. Could someone tell me how to? Or am I misunderstanding something.

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  • Jennifer Rowe

    Hi Liz,

    We have a similar situation in our HC, so you can see how it will look here:

    https://support.zendesk.com/hc/en-us/categories/200198203-Getting-Started

    When users click into the category, they will have to click the section to see all the articles in it.

    Hope that helps!

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  • Celine Ladoire

    Hi @Jennifer,

    Will this only ever be a feature for Guide Enterprise or will it be considered for the Guide Professional/Legacy?

    Thanks!

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