Question
I created a new section or category in the help center, but the content isn't visible to customers. I can see the section or category when I sign in as an agent, but not my customers. Why aren't the category and sections visible to customers?
Answer
There are different reasons for categories or sections to not be visible to customers.
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Help center content is managed in this segmentation: Category > Section > Article. All sections must be in a category, and all articles must be in a section or subsection. Article permissions control the visibility the section and category. If you create a category with sections, but you did not add articles to your sections, the category and section are hidden. To display the category and section, add articles that are visible to your users.
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If a category only has a single section within it, the system logic forgoes the category container and instead displays the section container. This same logic applies if you have multiple sections within a category, but the viewing user only has permission to see articles of one section.
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If you added an article to a section, the section or category it belongs to is not visible, you set the incorrect view permissions on the article for your target audience. To ensure that that your section and category are visible, set the article's visibility to Visible to everyone as detailed in the article: Setting view permissions on articles with user segments.
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When you confirmed that the section or category is visible after setting the article's visibility to Visible to everyone, apply the relevant view permission to the article if you need to restrict access to the article further.
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If you create a new article and selected Save, the article isn't displayed. You need to select Publish and consequently, the section or category becomes visible.
- If you add a translation for an article, which does not have a translation for its section or category, the article translation will not appear in the help center, even if the article is published.
For more information on troubleshooting issues within the help center, see the following page: Guide advice and troubleshooting.
8 comments
light
Hello, many users have this interface after clicking the article link. What is the reason? Very urgent, thanks for your help.
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Roxelle Miayo
This request was closed and merged into request #9725915 "[Community Post] Why do my artic...".
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Helene
This issue is still up to date : for non signed user : they don't see category but section which make no sense in the architecture of FAQ, I have been through the 4 points and still struggling to have the same content for signed in and non signed user
thanks for your help
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Mark Bolatian
Hi Team,
I have added in a new category, with a section within that and then an article (which has been "Published") within the section as noted in the instructions via this article, however it is still not appearing on our main page
I also made the article itself visible to all but it didnt do anything.
Is there a bug currently with this ? If i have missed something please let me know.
Thanks
Mark
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Dane
If this is not appearing for end-users, it's possible that it's only visible to a specific user segment. But if it's set "Visible to everyone", please contact us directly so that we can investigate further.
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Ral Risos
Hello Team,
I am having trouble showing some of the sections in our main page. The page has 33 sections to be browsed but the page only shows 30 and there's no next page button. I have checked if the test articles were set "Visible to everyone".
What could be the issue? If i have missed something please let me know.
Thanks,
Ral
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Elaine
If you're experiencing a situation where your main Zendesk page displays only 30 out of 33 sections without an option to view the rest, here's what you can do. First, check if there's a limit set to display only 30 sections per page in your pagination settings. Ensure that all 33 sections are configured as "Visible to everyone" because any sections set as restricted won't appear. Also, review your custom theme settings or code, as it might be affecting the number of sections displayed. Finally, explore your Zendesk Help Center settings for any restrictions impacting section visibility. If these steps don't resolve the issue, consider reaching out to your theme developer or Zendesk support for further assistance in troubleshooting the problem.
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Ral Risos
Hi Elaine,
The configuration is correct and everything has been checked yet pagination still does not show and 3 sections are still hidden.
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