Creating and editing articles in the knowledge base

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27 Comments

  • Aliaksei Krytau

    Hello!

    Could you please tell me, how can I assign one article to 2 or more diffenerent sections of the help center?

    For example:

    artilce XYZ

    There are sections A B and C

    So I need to assign the same article to the sections A B C to be able to edit only one article.

    Links are not OK, I need thw whole text.

    Any ideas?

     

     

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  • Brett Bowser
    Zendesk Community Manager

    Hey Aliaksei,

    Currently it's not possible to assign an article to multiple sections in the Help Center. However, this is something our product managers are working towards with the Content Blocks feature. You can find out more from our Product manager in this post: Allow articles to be posted to multiple sections

    More information on Content Blocks can be found here as well: Managing content blocks

    I hope this helps!

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  • Syndi Martin

    We have several "desk books" we created in Word and saved as pdf that we send to clients but would like to had to Zendesk instead. Is there a way to do that? I've tried copy/paste but it doesn't paste images and further, the table of contents is out of whack. These books can be 30-40 pages and I don't want to have to recreate them as articles.

    1
  • Dave Dyson
    Zendesk Community Manager

    Hi Syndi,

    You might be in luck, in that I think your Help Center might be old enough that you still have access to this Google Doc importer – if so, you'd want to copy your Word content over to Google Docs and then import from there: Importing Google Docs into your knowledge base

    If you don't have access to that, then you're probably better off creating each article individually (or posting the articles publicly and adding links to them in your Help Center).. The alternatives are to use the API (see Migrating existing content to your help centeror one of a few import apps, but all of those will require reformatting of your articles to meet the needs of the particular method (JSON format in the case of the API, or CSV/Excel format in the case of the apps). If you need to reformat the articles anyway, then you might as well spend that energy putting them into your Help Center directly.

    1
  • Tatiana Ozaruk

    Hello,

    I'm trying to copy an existing article from one Brand environment to another via API. When I retrieve the article via API, I'm only able to see article properties. How can I retrieve the article content through API so that I can post it to another Brand environment? 

    Thank you!

    1
  • Dave Dyson
    Zendesk Community Manager
    Hi Tatiana -
     
    The Show Article API endpoint should include the article content in the "body" element of the JSON output. (Article attachments, Article comments, and Article labels are handled separately). Hope that helps!
    1
  • Arati C

    Hi,

    I am new to ZenDesk. I wanted to know, how I can edit and save the articles that are published.

    I tried editing an article, that was already published and when I selected save, it went ahead and published it. Thankfully, it was very minor change.

    Can anyone tell me how to edit and save the articles for review, that are published??

    Thanks,

    Arati

    1
  • Dave Dyson
    Zendesk Community Manager
    Hi Arati,
     
    Saving edits for an existing published article as a work in progress is only available on Guide Enterprise.
    2
  • Eduardo Escobar

    Hello, I'm wondering how I can add an "Accordion" when making an article

    Thanks

    0
  • Dave Dyson
    Zendesk Community Manager
    Hi Eduardo,
     
    We have a user tip for this! Tip: Collapsible headers in articles or templates (accordions)
    1
  • Andrew Nagel

    Hi there!

    I'd like to set up a KB article so that if the logged in user is, say, part of the support team, then they can see more information than a customer user.  For example:

    Support team user sees this:
    KBXXXX - Application stops with error 15.
    Explanation: The service has experienced an error. Contact customer support.
    Resolution: Gather logs and restart the service.

    Customer user sees this:
    KBXXXX - Application stops with error 15
    Explanation: The service has experienced an error. Contact customer support.

    Does this make sense? Is this possible?

    Thanks!

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  • Jeff C
    Zendesk Customer Care

    Hi Andrew,

    I am afraid that there is no native functionality that would be able to show your describe use case. Creating articles in Guide are standard across all and the only way to restrict them is via User Segments and this is on a per article basis.

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  • Regina Crusan

    Hi There,

    I am new to the Zendesk and I have several questions about formatting of articles within Knowledge Base:

    1. Is there a Bookmarking capability within articles? (basically take the reader to a particular place within an article)
    2. Can tables be nested within one another?
    3. Is there a fill capability within tables? (adding color to a row / cell within a table to promote readability)

    Thanks in advance,

    Regina

    0
  • Ifra Saqlain
    Community Moderator
    Most Engaged Community Member - 2022
    Most Engaged Community Member of The Year - 2021

    Hey Regina Crusan,

    Welcome to our community, feel free to ask any question related to Zendesk products :)

    So, your questions are:

     

    1. Is there a Bookmarking capability within articles? (basically take the reader to a particular place within an article)
    2. Can tables be nested within one another?
    3. Is there a fill capability within tables? (adding color to a row / cell within a table to promote readability)

     

    Answers:

    1. Can tables be nested within one another?

      Yes, It's possible via article editor.





    2. Is there a fill capability within tables? (adding color to a row / cell within a table to promote readability)

      Yes, you can add bg-color, border-color in cells. Click on the table icon, and you will have all the properties for columns and rows.





    3. Is there a Bookmarking capability within articles? (basically, take the reader to a particular place within an article)

      Not yet I think.

     

    Thanks

    Team

     

     

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  • Zsófia Spicze

    Hi,

     

    can you please help me with the following question please? 

    Is there an opportunity in Zendesk Knowledge Management for agents / logged-in users to submit requests for the admins to create new articles / edit existing articles? 

     

    Thank you!

    0
  • Venn Villanueva

    Hi Zsófia Spicze

    Yes, your agents can actually send feedback on existing articles by the use of Knowledge Capture app. However, it's only available for agents and not for end-users. You can check this section for more details.

    Working with the Knowledge Capture app

    0
  • Felipe Mejia

    Is there a way for multiple agents to edit the same article at the same time and save live edits like in a Google Doc? 

    0
  • Zachary Evans

    How do I add an article to more than one Section?

    0
  • Mary Paez

    I believe you can add bookmarks into an article by using the following:

    1
  • IT

    How can we select multiple questions at the same from one section and move them under another instead of doing it one by one? thanks

    0
  • Abhilasha Dabral

    How can I change my article's list into individual boxes (with hyperlinks) just like the homepage?

    0
  • Ifra Saqlain
    Community Moderator
    Most Engaged Community Member - 2022
    Most Engaged Community Member of The Year - 2021

    Hi Abhilasha Dabral, tell the template name where you want to do it?

    0
  • Nikki Story

    I needed to delete an attachment in an article, but it was not apparent in edit mode. Seeing the instructions here, it says that there will be an 'x' next to it to click to remove it. There is not an 'x' visible but I did click on the blank space to the right of the attachment link and it put a strike-through on it which I assume means that it is deleted (once I save it). 

    0
  • Ifra Saqlain
    Community Moderator
    Most Engaged Community Member - 2022
    Most Engaged Community Member of The Year - 2021

    Hi Nikki Story,

    Actually it's from the backend,

     

     

    Strike shows that your attachment has removed from the article.

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  • Paul Newsom

    I quite often need to paste text without formatting into articles using ctrl+shift+v. Since a couple of weeks ago, every time I do this it causes the vertical scroll bar in the editor to jump to its centre (and pastes the text as expected). Having to scroll back to where I pasted the text can be quite time-consuming, especially if having to do lots of pasting in a lengthy article.

    I figured out this Workaround in the middle of making this post - press the left arrow key after pasting and the scroll bar will jump back to where the cursor is (at the end of the pasted text).

    Would be good if it didn't do the jumpy thing in the first place though. :)

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  • Janet Wilson

    Hi - occassionally some of our main articles need major overhaul with new screenshots, new sections, updated content pages etc. How can I edit, review changes and decide when it's ready to update the exisitng article?

    Currently, I have to copy all into a new article - make the changes and review it - then either;

    • manually track my updates and then retrofit the changes in to the original article
    • completely delete the content in the original article and copy and paste from the new version, then reimport and insert all the images. 

    Either of these is a real pain  - especially as I have three brands to manage/replicate the above actions for. Why in 2022 from one of the worlds leading KB software companies can we not have the ability to save but not publish updates?? Life would be sooo much easier for authors. 

     

    Edit - I suppose a third option is to entirely replace the original article. But then would have to find and mend any other links. Is there a quick way to look for broken links?? I would presumably also still have to upload and insert all the images that were copied and retained from the original article. 

    zendesk zendesk what would you suggest as the most effective way to do this - I imagine many if not all users have this use case to one extent or another?! 

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  • Dainne Lucena
    Zendesk Customer Care

    Hi Janet Wilson


    To confirm, you do have an option to save but not publish article changes. I just tried it on my test account. Here in the 1st screenshot, I saved a change in my test article. It would also show it is under review.

     

     

    If I open my article, it would show the update 4 months ago & not my saved changes since it wasn't published.

     

     

    But to clarify, you do have the option to use the 'save' function if you are on the Suite Growth and Professional or Guide Professional. We have seen your feedback that this as well. We truly value customer feedback and your voice and votes in the forums help influence future Zendesk functionality.

    0

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