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How to manage the help center

Articles to help admins set up and manage their help centers, manage multi-language content, segmentation of articles, host mapping, and general questions about the knowledge base functionalities.


The updated_at timestamp on my articles does not match the edited_at value

Issue symptoms I noticed a difference between the new updated_at timestamp of my articles and the edited_at date. Res...

Edited Dec 03, 2024

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Cloudflare Error 1000 when accessing a host-mapped domain

Issue symptoms I configured host mapping for my Zendesk Support subdomain and I am encountering a Error 1000 message....

Edited Dec 03, 2024

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Error: Translation wasn't updated. Try again

Question I am experiencing an issue where I am unable to edit articles in the Guide, and I repeatedly receive the err...

Edited Sep 03, 2024

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Can I control the email address that sends notifications from my help center?

Question When there's new activity in Guide or Gather, like new articles, posts, or comments, the users who follow co...

Edited Aug 15, 2024

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Why don't articles created through the Knowledge app show up in Explore?

Question My agents use the Knowledge section to create articles. When I am creating reports to measure article creati...

Edited Aug 19, 2024

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I reached the limit of 50 organizations in my user segment

Issue symptoms I need to add more than 50 organizations to my user segment. How can I increase that limit? Resolution...

Edited Mar 26, 2024

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Why do I have more published articles than total articles?

Question Why does Guide show more published articles than total articles? Answer This can happen due to translation...

Edited Feb 12, 2024

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My user segment tag cannot be found in the user tag list

Issue symptoms I set up a user segment tag for an organization or users. However, the tag is not appearing in the tag...

Edited Apr 18, 2024

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How do I restrict content between public facing documentation and internal documentation?

Question How can I separate an internal help center for my agents while maintaining a public-facing help center for m...

Edited Dec 04, 2023

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Do anonymous calls to list articles count toward my API rate limit?

Question Do anonymous requests to the list articles endpoints in the help center count toward my API rate limit? Answ...

Edited May 13, 2024

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How do I restrict access to a help center category or section?

Question How do I restrict access to a category or section of my knowledge base? Answer There isn't any access settin...

Edited Aug 02, 2024

0 votes  ·  2 comments

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Where can I see my deleted articles?

Question I deleted some articles. How can I retrieve information about these? Answer Deleted articles can't be recove...

Edited Mar 11, 2024

2 votes  ·  0 comments

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Why is the Archived by field blank in the Archived articles list?

Question Why is the Archived by field blank in the Archived articles list? Answer If the user who archived the artic...

Edited Jun 07, 2023

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Can I see which user viewed a particular article on Zendesk?

Question Is there an access log for the help center to know which user looked at which article? Answer You cannot see...

Edited Sep 16, 2024

0 votes  ·  3 comments

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Why are users redirected to https://yoursubdomain.zendesk.com instead of my host-mapped address?

Question I have host mapping set up but when I visit my help center, Zendesk redirects me to https://yoursubdomain.ze...

Edited Mar 01, 2024

1 vote  ·  2 comments

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How can I see a list of users who are following a section or an article in Guide?

Question How can I see a list of users who are following a section or an article in Guide? Answer To retrieve a list ...

Edited Aug 02, 2024

4 votes  ·  7 comments

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How do my customers see their tickets if they're in multiple organizations?

Question How do my customers see their submitted tickets if they're in multiple organizations on the "My Activities" ...

Edited Aug 21, 2024

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Why are Integrations blocked from accessing my help center?

Question Bots, crawlers, and other integrations are blocked from accessing my help center. Error logs show that they ...

Edited Jun 12, 2024

0 votes  ·  4 comments

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Users are prompted for CAPTCHA when using my help center

Issue symptoms Agents or users are repeatedly asked to fill out CAPTCHA requests when using the help center. Resoluti...

Edited Jan 18, 2024

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How to extend a help center theme trial

Issue symptoms I have an expired theme trial and would like more time to evaluate the help center theme. Resolution s...

Edited Aug 02, 2024

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How can I view the SSL certificate of my Zendesk page?

Question What steps can I follow to view the SSL certificate of my help center? Answer To view an SSL certificate f...

Edited Jun 26, 2024

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What determines the help center language that users see?

Question I have a customer who sees a different translated version of the help center depending on whether they acces...

Edited Feb 02, 2023

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Images in a Help Center appear blurry or distorted

Issue symptoms Images within an article or community post appear much less readable than the original. If this is a s...

Edited Jan 18, 2024

1 vote  ·  6 comments

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How do I update articles with the API in Zendesk?

Question How do I update help center articles with the API? Answer The Update Article API endpoint only allows you to...

Edited Jul 26, 2023

0 votes  ·  7 comments

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Workflow: Publish and sync copies of an article in help center with the API

The Zendesk help center doesn't support publishing one article in multiple locations out of the box. However, the hel...

Edited Sep 18, 2024

1 vote  ·  0 comments

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In what language do my help center articles display to my customers?

Question How does the help center determine what language to display for an article when a user accesses the Help Cen...

Edited Jan 20, 2023

6 votes  ·  2 comments

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How can I limit access to articles?

Question Can I restrict access to articles? Answer Yes, it is possible to restrict access to specific articles. Open ...

Edited Aug 01, 2024

5 votes  ·  15 comments

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What are the attachment limits in help center?

Question What are the attachment limits in Help Center for articles and posts? Answer Articles images and attachmen...

Edited Dec 14, 2023

7 votes  ·  14 comments

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Why aren't categories and sections visible to customers?

Question I created a new section or category in the help center, but the content isn't visible to customers. I can se...

Edited May 30, 2024

22 votes  ·  8 comments

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Why did my subdomain's CNAME record fail to propagate with Cloudflare?

Question Why did my subdomain's CNAME record fail to propagate with Cloudflare? Answer This is often due to the CNAME...

Edited Aug 02, 2024

12 votes  ·  7 comments

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