Knowledge admins can edit all existing articles in the knowledge base. Agents who are not Knowledge admins can create and edit articles if they havemanagement permissions. End users can't contribute articles to the knowledge base. See thecomplete list of agent privilegesfor existing published articles.

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Summary: ◀▼

You can edit knowledge base articles if you’re a knowledge admin, and agents with management permissions can also create and edit them. Watch for warnings on API-managed or legacy editor articles, then use the article editor to update content, links, images, tables, HTML, or Markdown. You can save drafts, preview changes, or publish when ready.

Knowledge admins can edit all existing articles in the knowledge base. Agents who are not Knowledge admins can create and edit articles if they have management permissions. End users can't contribute articles to the knowledge base. See the complete list of agent privileges for existing published articles.

In some cases, a banner appears at the top of the article when you open it in edit mode with messaging that explains the risks of editing and/or saving the article. Specifically, banners appear for the following:
  • API-managed articles: Banner notifies you that any content you edit locally in the article will be overwritten the next time article content is updated through the API.
    Note: When editing API-generated articles using the article editor, you may encounter formatting issues resulting from the blended workflow. For best practices and help troubleshooting these issues, see Preserving article editor formatting when updating help center articles using the API.
  • Legacy editor articles: Banner recommends you preview your changes before saving and migrating to the current article editor. If you aren't happy with the previewed article, you can close without saving to retain the unmigrated article.

There are some article updates that you can make on multiple articles in bulk. For more information, see Updating knowledge base articles in bulk.

To edit knowledge base articles.

  1. Open an article in edit mode by doing one of the following:
    • In help center, navigate to the article you want to edit, then click Edit article in the top menu bar.
    • In Knowledge admin, click Manage articles () in the sidebar. Search for the article, then click the title to open it.

  2. (Select users) If you see a warning at the top of the article for API-managed or legacy editor articles, review the message, then click Edit content on the banner and the subsequent modal to proceed.

  3. If you need to update the management permissions or placement of the article, see Configure article settings.
  4. Edit the article content.
    • Use the article editor's toolbar for formatting options or to add links, images, or tables. This toolbar is not the same as the toolbar in community posts.

      For information, see the following articles about:
      • Help center article editor toolbar reference
      • Inserting and editing links in articles
      • Inserting images in articles and content blocks
      • Inserting videos and embedded files in articles and content blocks
      • Adding and formatting tables in help center articles
      • Adding article summaries to knowledge base articles
      • Using callouts to highlight content in the article editor
      • Using accordions to create expandable and collapsible sections in the article editor
      • Using tabs to group content in the article editor

    • Edit the HTML source by clicking the HTML button at the end of the editor's toolbar.

      Note: To keep your help center secure and provide the best experience for your end users, Zendesk limits the HTML you can use in articles. For information, see Allowing unsafe HTML in articles.
    • Format article and content block text using markdown. See Formatting text with Markdown for a list of supported Markdown commands.
  5. When you are finished working on your article, do one of the following:
    • To save your new article as a draft or work in progress to publish later, click Save.
    • Click Preview to view the article in your help center.
    • When you're ready to publish your article, click the drop-down arrow on the Save button, then select Publish.
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