Organizing knowledge base content in categories and sections

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  • 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.

  • Maggie Ungerboeck


    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:


  • Bill Fanning


    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.

  • 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.

  • 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. 

  • Dave Dyson

    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

  • 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?

  • Dave Dyson
    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!
  • Maria Fyntanidou


    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

  • Venn Villanueva

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

  • 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?  


  • 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.
  • Iwan Sadjoli

    I've created my categories according to product/module, example Module A, Module B, Module C etc.

    Is it possible to specify end user to view Module differently?
    At the moment, I only see for Everyone, staff/admin and active client users for the following visible to  "Control who can see this article in Help Center".

    If I set as customer/active client then he/she will be able to see ALL of them.

    My aim is
    For customer/active client A, only able to see Module A.
    Customer/active client B, only able to see Module B.
    Customer/active client C, able to see Module A and B.

    Is it possible to give permission to customer/active client to certain module?
    If possible, please share or give me the link on how to setup up active client differently.

    Thank you

  • Ricardo de Zoete

    Wow, that's really handy. 

  • Tommy Strand

    Is there a way of listing all the categories and sections flagged as draft?

  • Rahul Naik

    Hello in home_page.bgs 

    <section class="categories blocks">
          <ul class="blocks-list">
            {{#each categories}}
              {{#if ../has_multiple_categories}}
                <li class="blocks-item">
                  <a href='{{url}}' class="blocks-item-link">
                    <span class="blocks-item-title">{{name}}</span>
                    <span class="blocks-item-description">{{excerpt description}}</span>
                {{#each sections}}
                  <li class="blocks-item">
                    <a href='{{url}}' class="blocks-item-link">
                      <span class="blocks-item-title">
                      <span class="blocks-item-description">{{excerpt description}}</span>
    Above code is generated and its showing the 7 blocks and i want to add extra blocks how to do it in home page?
    like this

    Any help from community would be helpful. 

  • Rachel Sirrell

    Dear Zendesk, how can we view the subsections under the sections on the homepage? Currently our section looks blank but it would be nice to see the subsections here -

  • Marina Baciu

    How can I create buttons on multiple levels in my Knowledge Base? For the example the way Zendesk has it set up under their own Knowledge Base (under the Help Centre/Guide section) on the following site
    I'm hoping to have our users click the first set of buttons and then click through another set of buttons to navigate to the right section they need to access.
    Hope that makes sense!

  • Mike DR
    Zendesk Customer Care

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