Why are videos not displaying in Help Center?

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  • Tiann Nelson-Luck
    Zendesk team member

    Hi Rnesbitt,

    Thank you for reaching out with your question! 

    Within each article is the option to "Promote article", which automatically displays it as one of the first options in each category. This way the most important articles (the ones you have promoted) would display first above your other articles on your homepage. 

    Please let us know if you have any further questions or concerns! 

    --- Tiann 

  • Rnesbitt

    Hi Tiann,

    I thought so too at first but "Promote Article" didn't actually seem to have any effect other than putting a big Star symbol next to the name of my article. Labels named like the page url worked best for me.


  • Rnesbitt

    My video plays perfectly. My video isn't listed under Top Suggestions, why?
    I read the instructions on this page about tuning Zendesk relevance scores to help boost a particular page onto the Top Suggestions list but it didn't seem effective. https://support.zendesk.com/hc/en-us/articles/211317328-About-Help-Center-end-user-search

    I also read this page about Organizing knowledge base content in categories and sections https://support.zendesk.com/hc/en-us/articles/218222877-Organizing-knowledge-base-content-in-categories-and-sections But that only moved things around it didn't get them to display in Top Suggestions. How do I set which articles will appear under the HC Top Suggestions? I want my videos instruction pages to feature prominently under Top Suggestions but I can't seem to get them to appear there at all.

    If I know the names of my videos I can search for them by name. Or, if I put the word "video" in the title then I can search for Video, and get back a list of videos that the user could watch. However, I don't want users to have to do either of those things. I want to set the video articles I've made to appear at the top of the Top Suggestions list. 


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