Reordering knowledge base content within categories and sections

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24 Comments

  • Lauren Smith

    Hi team, please advise on how I can filter published Articles A-Z as I do not currently have this functionality. I have tried this option already: 

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  • Anna Roussanova

    Hi Lauren, ordering alphabetically should order the articles from A to Z. The order might not be reflected in the Admin interface, though, which sometimes throws people off. If you preview the Help Center as an end-user you should be able to see the alphabetical ordering.

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  • Justin Near

    Is there a way to sort a category alphabetically? (So that all of the sections within a category are alphabetical?)

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  • Cheeny Aban
    Zendesk Customer Care
    Hi Justin, 

    Yes, you can reorder your categories alphabetically, but you need to do it manually using the steps provided above 
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  • Justin Near

    We would be adding potentially hundreds of Sections in one category, so that would be a little daunting trying to manually alphabetize, particularly a new one being added. I should have been more clear, I apologize.

    Is there a way to automatically alphabetize using the code in the custom theme editor? Or, alternatively, would a section that has articles automatically alphabetized also automatically alphabetize any subsections?

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  • Cheeny Aban
    Zendesk Customer Care
    Hi Justin, 

    Unfortunately, there is no native way to reorder them automatically. As a possible workaround, you may use API, the closest would be the Update Category endpoint, which you need to work into a script. Perhaps the script would use the List Categories endpoint to pull the list, then sort them alphabetically and assign each one a position. Then the script would use the Update Category endpoint to set the position value on the categories themselves. However, please take note that this suggestion is a custom solution idea that already revolves outside our scope of support. 
     
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  • Justin Near

    Thanks for that suggestion, Cheeny!

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  • Corey Wright

    We want to manually order our articles within a section, but when viewing the actually Help Center, it's all out of order. When I clear my cache, it will appear correct, but every subsequent visit is a mess.

    Is there a way to enforce the order?

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  • Dane
    Zendesk Engineering

    Corey Wright,

    Due to the nature of your concern, I have created a ticket. Please wait for my update via email and let's continue our conversation there.

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  • Stephen Kairys

    Hi, I have a related question.

    In the global article list, how can I order it alphabetically by Title. You can sort by Last Edited, but not by Title, which seems odd. 

    If I can't do this on the article list, is there another way to spit out a list of our articles from A to Z?

    Thanks.

     

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  • Aubree
    Zendesk Customer Care

    Hello Stephen, 

    Unfortunately, there isn't an option to sort or re-order the All Articles section alphabetically in Guide Admin. 

    We encourage you to create a new post in the General Product Feedback topic in our community to engage with other users who have similar needs and discuss possible workarounds. Conversations with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning.

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  • 000000 Danjoint

    Is there a way to bulk update the order for all sections? It's a bit tedious and daunting to go into each one for every category and update it. Thanks!

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  • Jupete Manitas
    Zendesk Customer Care
    Hi Jamie, thanks for writing in. I'm afraid, there is no way at the moment within our native admin settings to bulk update the order for all sections but we can recommend the API as a workaround for your development team, your team can make use of the Update category or section endpoints - you can list down all the categories or sections and from there you can sort them according to your needs. Just a heads up that this idea/solution involves a custom script so it is out of the scope of support. Thank you! 
     

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  • Milay Gonzalez

    Hi folks,

    I've noticed that when I search for article from outside the section where it's found (let's say I had one search going and then start a new search from a given article), it is not found on the page or is very far below.  This happens even if I am searching by the exact title.   Is there a way that the search can be re-ordered by key words or % matching even if articles are in different sections?

    Thank you!  

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  • Dane
    Zendesk Engineering
    Hi Miilay,
     
    Based on About help center end user search, it's not natively available to reorder search results on the Help Center.
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  • Laveeza Yasin

    Hello! 

    I wanted to ask how many articles can I move in the sections in total in the professional suite package. Is the number limited or not? Also, can I move sub-articles too along with the main articles? 

    TIA.

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  • Arianne Batiles
    Zendesk Customer Care

    Hi Laveeza Yasin,

    Are you referring to subsections? Adding subsections is available under the Suite Enterprise or Guide Enterprise plan. You can add a maximum of 100 sections in a category and 5000 articles in a single section and Guide can keep a total of 40,000 articles in the instance, as mentioned here.  

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  • Laveeza Yasin

    Arianne Batiles 

    Isn't the limit to upload sections under one category 6 in Enterprise Plan? And 200 sub-sections in each section?

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  • Arianne Batiles
    Zendesk Customer Care

    Hi Laveeza Yasin,

    Yes, you can add 200 subsections in each section and the total number of section levels is 5. 

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  • Laveeza Yasin

    And the limit of articles in one sub-section?

     

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  • Arianne Batiles
    Zendesk Customer Care

    Hi Laveeza Yasin It is still 5000. 

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  • Laveeza Yasin

    Alright. Thank you!

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  • GoGet Support

    Hi, 

    To confirm the meaning of this article, does that mean that what we see and arrange in our web-based Help Centre is not reflected if we are using the mobile Support SDK? 

    We also noticed that we have 19 sections in our Help Centre but only 9 sections are showing up in the mobile Support SDK. Can you clarify this? 

    Thanks 


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  • Arianne Batiles
    Zendesk Customer Care

    Hi GoGet Support,

    Yes, that's right. 

    You may use the help center provider to fetch the categories/articles and reorder them. Please note that using the providers will require your technical or IT team to customize and build your UI. 

    Do other sections not displayed in the SDK UI all have restricted articles? May I know the article permission for the articles in the sections?

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