Viewing and managing your content hierarchy in Arrange Articles

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23 Comments

  • Edoardo Calleri

    Hi all, I am setting the help center but in the Final User preview I don't see the two sections that I see in the admin preview. What do I have to do in order to show the sections and articles to final user? Thanks

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  • Ahn Letran
    Zendesk Customer Care

    Hey, Edoardo!

    Hope you're doing well!

    You might have created a new category with sections, but did not add any articles to these sections. If you look here, Why aren't categories and sections visible to customers?, there are also a couple of reasons as to why you can see them while logged in as an admin, but not when checking it as a customer.

    Hope this helps!

    Ahn L. | Customer Support Advocate

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  • Rene Jonathans

    Hello Zendesk Team,

    Is it possible to insert a hyperlink on the section title or in the section's description?

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  • Ahn Letran
    Zendesk Customer Care

    Hello, Rene,

    As of now, we do not support adding hyperlinks on the section's title nor its description. If you could add your use-case to this being added as a feature, that'll be great!

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  • Allan Vieira

    Is it possible to create a section only visible to a specific user segment?
    Something like Internal Docs that is only visible to Agents and admins.

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  • Dave Dyson

    Hi Allan –

    View permissions are controlled at the article level, but if no articles in a section are viewable to a given user, the section will not appear for them. So in your case, you'd just set each article in that section to be viewable only by that one user segment. For more information, see Setting view permissions on articles with user segments, which includes a note on updating view permissions in bulk (useful if that section has a lot of articles). Hope that helps!

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  • Vaibhav Gupta

    Hi Zendesk team,

    We have certain categories where the list of articles is long (30+), and some of the articles are not visible within the category. Is there a setting somewhere where I can increase the number of visible articles?

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  • Bri Fitzgerald
    Zendesk Customer Care
    Hey Vaibhav! I'm grateful for your patience. I took at a look at your help center and it appears you've already figured this out. I'll explain for anyone else that may be curious:

    By default, sections can only display 30 articles at a time, so if that limit is exceeded, pagination will be added. In order to exceed this 30-article limit, you'll need to customize your help center theme. Please bear in mind that we are unable to provide support for custom code. I've included a sample screenshot below. You can find a full list of Guide product limits in this knowledge base article: 'Guide product limits for your help center'


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  • Desi Bogdanova

    Hi Zendesk team,

    Is there a way for me to create a sub-section within a section? For example, under a "Product Guides" section, I'd love to further group articles into specific topics/concepts instead of having one long list of articles.

    Thanks!

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  • Dave Dyson
    Hi Desi, welcome the communtiy!
     
    This is available for our Guide and Suite Enterprise plans: Adding subsections to create more levels in your help center
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  • Magali Martinez

    Hi Zendesk team, 

    I'm very news at this and I'm testing around.

    I want to see my categories on my home page and they look good when I look at the admin/agent view.

    However the end user view looks so different. Can you help please? 

    Thanks,

     

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  • Arianne Batiles
    Zendesk Customer Care

    Hi Magali Martinez

    I created a ticket for you where we can continue working together. Please refer to this ticket number: 11100185. Thanks!

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  • Tracklib Support Team

    Hi there,

    Is it possible to have your articles split across different sites? If we have two websites offering different products/services, can we have some articles appear on both sites and some only appear on one or the other?

     

    Thanks,

    Kieran

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  • Samantha Buck

    Hello! How do you add an image next to the category?

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  • Dane
    Zendesk Engineering
    Hi Samantha, 

    You can check Adding images/icons into the Copenhagen Theme.

    Hi Tracklib,

    You can use multiple Help Centers for each of your products. However, if you are using your own website, you can have your web developer utilize Help Center API to list all the articles you prefer on your website.
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  • David Moscol

    Hello,

    How do I let light agents arrange articles in the Knowledge Base?

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  • Tony
    Zendesk Customer Care
    Hi David,
    the reodering process is quite easy and you can find further information about it here.
     
    Nevertheless, you can only do that, if you have the right privileges, hence, you'll need to give the specific role to your agent in Guide, in order to do that, as we can read here.
     
    I hope that helps!
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  • David Moscol

    Hi Tony,

    Thanks for your reply. I was hoping there was a way for non-Admin users (e.g. light agents) but it seems there is not. 

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  • Eitam Nussbaum

    Hello,
    Is there any option for exporting the hierarchy of the articles to a stand-alone article tree (recursive - from the first section to the last article)?

    Like the tree command in Linux but for the Help center?

    Thank you!

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  • Aaron Opatz

    Is there a way to add a sub-category?  The reason this is needed instead of a sub-section is that Explore data filters for a Category will show all articles in that category, including all sections and sub sections.  However, an Explore data filter for a section, will not show articles that exist in sub-sections.  

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  • Neil Senior

    Hello, is there a way to export the Guide hierarchy to say a CSV file so I can get a better birds eye view and allow me to play around with moving things around?  Thanks!

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  • Gab
    Zendesk Customer Care
    Hi Eitam and Neil, 
     
    I'm afraid there's no option to export the hierarchy of articles. 
     
    This article might help instead: How can I export my help center content?
     
     
    Hi Aaron, 
     
    Depending on your Zendesk plan, adding subsections is definitely possible. 
     
    Take a look at this article for your reference: Adding subsections to create more levels in your help center
     
     
     
     
     
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  • Neil Senior

    Thank you Gab for your response.  Much appreciated. I will check out the article you shared.

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