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 existing knowledge base articles if you have the right permissions. The article editor lets you format text, add links, images, videos, and tables, and edit HTML or markdown. Warnings appear for API-managed or legacy articles. Save drafts, preview changes, or publish articles when ready. Bulk updates are also possible for multiple articles.

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.
  • 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:
      • Using the toolbar
      • Inserting and editing links
      • Inserting images and videos
      • Working with tables

    • 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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