Creating and editing articles in the knowledge base



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Charles Nadeau

Zendesk Documentation Team

Edited Feb 07, 2025


22

51

51 comments

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Ifra Saqlain

Zendesk LuminaryMost Engaged Community Member - 2022Most Engaged Community Member of The Year - 2021Community Moderator

Hi Tim Fischer,  you can try this, wrap your images inside an anchor tag and add a download button:

<a href="/hc/article_attachments/13813591750036" target="_blank" rel="noopener"> 
    <img src="/hc/article_attachments/13813591750036" alt="Dew drop">
  </a>
  <br>
  <a href="/hc/article_attachments/13813591750036" download="Q1"> 
    <button type="button">Download</button> 
  </a>


Screenshot for the same:



Note:
href="/hc/article_attachments/13813591750036",
src="/hc/article_attachments/13813591750036"


this path (/hc/article_attachments/13813591750036) creates automatically when you insert the images into article, just copy this and update your code as I shared above and then replca emy path with your copied path.

Q1 : Q1 is name of the image which is downloaded via button.

 

Try this and let me know if it solves you query.

Thanks :)

0


Is it possible for code blocks to have a copy button that will copy the text of the code block and put it on the system clipboard. We have numerous steps for troubleshooting on the command line and our customers are asking for a one click button so the can paste into their command line.

Thanks

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Ifra Saqlain

Zendesk LuminaryMost Engaged Community Member - 2022Most Engaged Community Member of The Year - 2021Community Moderator

Hi Pete Graner,

To add a copy button for code blocks, you can try this:

 

Copy the given code snippet and paste it to your template where you wanna add code blocks.

<pre>

<h1>Title of the document</h1>

<button onclick="copyTextOne()">Copy</button>

<script>
function copyTextOne() {
/* Copy text into clipboard */
navigator.clipboard.writeText(`<h1>Title of the document</h1>`);
  }
</script>

</pre>

 

The given code is for one code blocks just a demo. you can create more pre tags with your code but every time your copyTextOne() function will not be same name, it should be copyTextTwo(), copyTextThree(), etc..

 

happy to help :)

Thank You

 

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Hi Ifra Saqlain,

 

Thanks for the prompt reply. Unfortunately doing that for each code block will be a real pain for 100's of articles. I was hoping for something that could be put in the site theme or some similar method.

Looking at the raw html view it seems the code blocks use the <pre></pre> tags. I was hoping for some something like Zendesk has in the Guide Admin Interface -> Settings ->Search Settings->Crawlers -> Edit crawler  on the Meta Tag field. Just a simple button that would copy the text.

 

 

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Ifra Saqlain

Zendesk LuminaryMost Engaged Community Member - 2022Most Engaged Community Member of The Year - 2021Community Moderator

Okay, I'll give it a try and let you know soon :)

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Hi, I am trying to publish this french article (see screenshot). It shows as 'published' but I am unable to view it as a non-logged in user. As you can see the setting is visible to everyone and I don't see any errors in the article settings. Why is the article not visible then? Please help.

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Arianne Batiles

Zendesk Customer Care

Hi Ani Samajpati,

I created a ticket on your behalf, and I’ll continue to assist you from there. Kindly check your email for updates. Thank you!

1


Did you also check the Managed by Setting as well as Visible to property?

1


A few questions: 

1. Can 2 people edit articles at the same time? 

2. Will there be an alert/message that pops up when multiple people are trying to edit the same article?

3. Will there be an alert/message that pops up when someone clicks on save > publish and there is another person editing that article?

0


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Arianne Batiles

Zendesk Customer Care

Hi Jane M Langschied,

1. Can 2 people edit articles at the same time? Yes but we don't recommend since this can cause conflict.

2. Will there be an alert/message that pops up when multiple people are trying to edit the same article? No 

3. Will there be an alert/message that pops up when someone clicks on save > publish and there is another person editing that article? No, but if there's a conflict between users, it's possible that the changes won't be saved (ex. when two users saved changes at the same time). 

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Hello.
When editing a currently published kb article with e.g. old.pdf in it, users will still see version 1 with old.pdf. That is okay.

But how can i manage as the kb editor, that the new kb version 2 with update.pdf is pubished in future and customer just can see the update.pdf also in future?

Currently when i edit the published article and delete the old.pdf, the customer will not see this anymore. And i don´t want that the new pdf is shown now kb version 1 = it should also be shown at the planned publishing date (e.g. 01.11.2023).

Thank you.

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Dane

Zendesk Engineering

Hi Daniel,

Unfortunately, it's not possible. The reason for that is when you attach a new media to the article and you save the changes, it will automatically be part of the published article.

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Now that the Save and Publish buttons have moved to the bottom of the screen for reasons unknown, Publication Status has completely disappeared, and with it the ability to preview the article. Please bring them back ASAP because I'm flying blind now. I've already had situations where teammates didn't notice that they forgot to publish.

2


Agreed, we use preview regularly so we know what the article looks like before publishing. It is an expected feature of this type of program.

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Kristi Connolly

I found a "preview" in the bottom left-hand corner.

2


Jane M Langschied, you're right! Thank you. It's been placed as far away as possible from its original position, shrunk down, renamed to "View", and hidden under a chatbot. I can't think of a single problem that could possibly have been solved by this change.

1


Nora

I also can no longer see a "Preview" option (either a button or a link) anywhere in the editor for FAQ articles.

This article mentions and shows a "Preview" button, but not in context, so I'm not sure where's supposed to appear.

 

Edit:was eventually able to locate the "View" button, and it appears that the UI may have changed since this article was last updated. I'm seeing a "View" button that, when clicked, produces a popup menu that appears to serve the functions of both "View (live)" and  "Preview (draft)". However, the button only displays the popup menu if a draft has been saved, and does not appear to signal what its behavior will be in any way before it is clicked on. This makes it unpredictable—not great UI/UX design.

 

Additionally, when I did eventually locate the "View" button, I was flabbergasted at its location:

Why is this UI element so far away from everything else? It's in the absolute bottom left of the window, along with no other UI elements whatsoever. No wonder I couldn't locate it.

 

What was the reasoning for placing this UI element in this location?... And could you please move it back to the right side where everything else is?

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Mike DR

Zendesk Customer Care

Hi Justin!
 
That would show up for unpublished articles at the bottom left:

1


What if my article is 40000 and then I could not create more? how to overcome the limit?

0


How can i create Expand/Collapse Effects in Zendesk Guide?

 

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Is there a way to create an article from a template, or to Copy/Clone an existing article? Ideally there would be a way to have the same starting content in every article, but with the ability to edit it uniquely to the article it's in - essentially Content Blocks won't work because when edited they're updated in every article using it, our use case would edit the block to be unique to each article.
 

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