Organizing knowledge base content in categories and sections

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12 Comments

  • Synne Olsen

    Is it possible to place an article in more than one category? We have several articles that don't just fit into one category.

    0
  • Maggie Ungerboeck
    Community Moderator

    Hi,

    There isn't a way to do this by default in Zendesk but if you have some coding expertise or have access to a developer, there is a solution that may work for you: https://support.zendesk.com/hc/en-us/articles/224924108-Displaying-an-article-or-section-in-multiple-sections-or-categories

    Thanks,
    Maggie

    -1
  • Bill Fanning

    Hello.

    We have set up five categories of articles:

    We would like for Students, when they click on Student Experience, not to see articles in the other categories even when they use the search bar.  

    For example, If a student clicks on the Student Experience button and does a search:

    They will get non-student related articles.

    For example, none of the Articles in the search results below pertain to Students:

     

    Is there a way to prohibit that from happening?  Maybe a message that says your search results returns no Articles in Student Experience.

    0
  • David Bjorgen

    @..., could you set up a user segment specifically for students, as well as a user segment for non-students? Then you can define your article visibility by either user segment. If a user segment is not allowed to see an article, it won't show up in search results, and any category or section in which the article exists won't show up to the user.

    It's a bit of a clunky solution since it involves defining visibility on an article-by-article basis, but it may work for you.

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  • Jenny Qu

    Hello, I want to re order my article, I tried to follow "Editing categories or sections" section, why I am not able to see Arrange content button. Can you help me. Thanks. 

    0
  • Dave Dyson
    Zendesk Community Manager

    Hi Jenny, it appears that you are on our legacy Guide Lite plan, and the features in this article require Guide Professional or Enterprise. For more information on how to view and change your plan types, see Viewing and managing plan subscriptions, and for more information on the Guide plan types, see About the Zendesk Guide plan types

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  • Nathaniel Ellis

    It would be nice to duplicate a section and/or category without duplicating articles included. This would allow for easier setup and structuring. Is this possible?

    0
  • Dave Dyson
    Zendesk Community Manager
    Hi Nathaniel, 
     
    For visibility, would you mind posting your feedback to our Feedback - Help Center (Guide) topic, using this template to format your post? That way others can upvote and add their own comments. Thanks!
    0
  • Maria Fyntanidou

    Hello,

    I have marked a category as draft but these articles keep showing in Google search.

    Is there any way to change that? Thank you in advance

    0
  • Venn Villanueva

    Hi Maria Fyntanidou, I'll be creating a ticket on your behalf to continue assisting you regarding your account. Thanks!

    0
  • William Grote

    If I have a few articles that are published in a draft section, which of my agents can view them for feedback?  Im a bit confused between published articles in a draft section, and articles marked as draft?  

     

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  • Dane
    Zendesk Engineering
    Hi William,
     
    I have replied on your same comment regarding draft articles.
     
    Now, when it comes to draft sections, the behavior is similar. Marking a category or section as a draft applies the draft status to any elements within it. If those articles does not have "Managed by" permission enabled for both "Admins and Agents" your agents will not be able to access all the articles under that section.
    0

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