Knowledge resources

This page contains resources to help you set up and use Zendesk Knowledge.

Select your plan to filter resources:

Suite Team / Growth / Professional  Suite Enterprise / Enterprise Plus

Support + Knowledge Professional Support + Knowledge Enterprise

On this plan you can provide end-users with a complete self-service support option. Plus you get custom themes and integrations, internal knowledge base, user permissions, customer portal, and agent article flagging and creation.

On this plan you can provide end-users with a complete self-service support option. You have all the great features of the lower plans, plus advanced user permissions, article lifecycle management with team publishing, and multiple theme templates.

This article contains the following sections:

• Getting started
• Setting up
• Theming
• Using Knowledge base
• Tickets and agents
• Reporting
• Developer resources

Getting started

About the Zendesk Knowledge plan types Evaluating the help center in your Zendesk Suite trial account Getting started with your help center Using Zendesk Support and Zendesk Knowledge together Understanding help center search methods

Best practices for finding customer issues to start your knowledge base About help center end-user search About Zendesk Federated Search About search engine optimization (SEO) in your help center Understanding Knowledge roles and privileges Best practices: Self-service docs and tips

Setting up

Browsers supported by the help center Restricting help center access to signed-in end-users Changing an agent's role to grant Knowledge admin privileges Understanding Knowledge user permissions for knowledge base access Setting agent editing and publishing permissions on knowledge base articles Setting view permissions on articles with user segments Enabling Chat for your help center  Creating user segments for help center user permissions Managing user segments Adding an individual user to a user segment Implementing cookie consent in your help center Configuring settings for your help center Creating management permissions to define agent editing and publishing rights

Host mapping - Changing the URL of your help center Configuring the default language for your Help Center Deactivating your Help Center Enabling Google Analytics for your help center Enabling users to vote on knowledge base articles without signing in Changing the name of your Help Center Using Google Tag Manager with your Help Center Enabling search across multiple Help Centers (Enterprise) Knowledge product limits for Help Center Setting up a requests-only (tickets-only) help center

Theming

Managing your theme

About the standard theme and custom themes in your help center Using the standard Copenhagen theme in your help center Accessing your help center themes Adding a help center theme to Knowledge Editing your help center theme Working on a theme locally Previewing theme changes locally Previewing your help center theme Using your own theme assets for help center

Using help center themes from the Zendesk Marketplace Managing your help center themes Managing help center themes from the Zendesk Marketplace Changing the live theme of your help center Branding your help center Creating a help center for one of your brands Hiding and showing elements in your Copenhagen standard theme

Customizing your theme

Editing the code for your live help center theme Customizing your help center theme Setting up the GitHub integration with your help center theme Updating your GitHub-managed theme in Knowledge admin Troubleshooting the GitHub integration with help center themes Importing and downloading your theme and manifest file Recipe: Requesting feedback for article downvotes

Help center templating guide Help center CSS cookbook Help center JavaScript cookbook Help center templating cookbook  About templating versions for help center themes Adding multiple article, section, and category templates to your theme (Enterprise) Displaying satisfaction ratings and overall score in your help center

Using the Knowledge Base

Setting up and managing your knowledge base

Organizing knowledge base content in categories and sections Viewing and managing your content hierarchy in Arrange Articles Moving sections and articles in the help center Adding subsections to create more levels in your help center  Reordering knowledge base content in the help center Backing up your knowledge base (Zendesk REST API tutorial) Editing the source code of help center articles

Displaying subsections in your help center  Marking content as spam and removing it from your help center Best practices: Four steps to a streamlined knowledge base Best practices for driving traffic to your knowledge base and community How product docs are produced at Zendesk Best practices for creating an internal knowledge base Using the metrics that matter to improve your knowledge base

Creating and editing articles

Creating and editing articles in the knowledge base Working with drafts in the knowledge base Migrating existing content to your help center Inserting images in articles and content blocks Inserting videos in articles and content blocks Inserting and editing links in articles Help center article editor toolbar reference Viewing article revisions and restoring a previous version Viewing article events in History view Creating and inserting reusable information with content blocks Keyboard shortcuts for formatting knowledge base articles

Archiving an article to move it out of your knowledge base Viewing and restoring archived articles Permanently deleting a knowledge base article Adding and formatting tables in help center articles Updating knowledge base articles in bulk Using labels on your help center articles Changing the article owner Displaying an alternative author on your articles Best practices: Developing content for your knowledge base

Managing articles and workflows

Creating a ticket from a comment on a knowledge base article Managing your saved article lists Setting reminders to review and verify articles  Managing article verification rules  Verifying articles that need review  Viewing a list of all unverified articles that need verification  Changing the theme template for an article, section, or category in your help center  Scheduling articles for publishing and publishing  Disabling comments for an article Promoting an article to the top of the section Changing the author of an article

Using article lists for different views of your knowledge base content About Team Publishing  Analyzing your Team Publishing activity  Creating new content for review  Staging content updates for an existing article for review  Reviewing, approving, and publishing articles  Assigning or reassigning articles with Team Publishing  Viewing lists of articles in various Team Publishing workflow states

Managing permissions with user segments

Understanding Knowledge user permissions for knowledge base access Setting view permissions for the help center Creating user segments for help center user permissions Managing user segments Enabling and disabling profiles in your help center

Restricting help center access to signed-in end users Viewing a list of articles where a user segment is applied for view permissions  Viewing a list of articles with a specific management permission

Supporting multiple languages

Creating and managing translated content for your knowledge base Configuring your help center to support multiple languages Managing help center translations for articles Changing your help center design based on your end-user language

Localizing help center content  Managing help center translations for categories and sections  Using the help center API to manage article translations What determines the language end users see Managing translations for categories and sections

Tickets and Agents

Agent and end user guide

Help center guide for end users Submitting and tracking support requests in the help center customer portal Enabling agents to access request forms Searching, linking, and quoting content in tickets

Viewing your help center activity for articles, posts, and comments in your Support profile Enabling agents to manage requests in the help center customer portal Adding or editing your help center alias Editing your help center profile

Spam prevention and content moderation

Filtering spam posts in help center Marking content as spam and removing it from your help center About help center spam prevention

Moderating end user content in your help center Using the spam filter to prevent spam in your help center

Reporting

Reporting tools for measuring self-service Analyzing help center search results

Analyzing your Knowledge activity  Analyzing your Team Publishing activity (Enterprise) Analyzing your knowledge base activity Enabling Google Analytics

Developer resources

Knowledge developer resources  Setting up the Atlassian Status page integration  Host mapping - Changing the URL of your help center  Help center CSS cookbook  Importing or upgrading jQuery

Preparing an SSL certificate for upload to Zendesk  Help center API  Help center Templates (Curlybars)  Using the help center templating language  Customizing the settings panel

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