Organize Knowledge Base Content - Frequently asked questions
Frequently asked questions
How do I add a category to my Zendesk knowledge base?
To add a category to your Zendesk knowledge base, you need to be a Guide admin. Categories are the top-level organizing containers in your help center and must contain sections. To add a category, navigate to your help center or Guide Admin, click…
What are the steps to add a section in Zendesk?
Adding a section in Zendesk requires you to have at least one category to act as its parent container. Sections contain related articles and can be nested within categories. To add a section, go to your help center or Guide Admin, click 'Add' in…
How can I edit categories or sections in Zendesk?
Editing categories or sections in Zendesk allows you to change their properties, such as the title or description. This can be done through the Help Center or Guide Admin. To edit, navigate to the category or section you want to modify. In Help…
What happens when I delete a category or section in Zendesk?
Deleting a category or section in Zendesk will also delete all the content within it. This action is irreversible, so proceed with caution. When you delete a category, all sections and articles within it are archived. Similarly, deleting a section…
How do I mark a category or section as a draft in Zendesk?
Marking a category or section as a draft in Zendesk restricts access to it, making it visible only to Guide admins. To mark a new category or section as a draft, create and save it first. Then, click 'Mark as draft' in the sidebar and 'Update' at…
Can I display a section in multiple categories in Zendesk?
By default, Zendesk does not allow a section to be displayed in multiple categories. However, there is a workaround if you have coding expertise. If you or a developer can implement custom code, you can display an article or section in multiple…
How can I manage article visibility in Zendesk sections?
Article visibility in Zendesk sections is managed at the article level, not the section level. This allows for flexible control over who can view specific content. If all articles in a section are set to internal visibility, the section will not…
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“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
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“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
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