Using the Knowledge Base in Help Center - Frequently asked questions
Frequently asked questions
How can I organize my knowledge base content in Zendesk Help Center?
You can organize your knowledge base content by creating categories and sections. This allows you to structure your content in a way that makes it easy for users to find the information they need. To get started, navigate to the Help Center or…
What are subsections in Zendesk Help Center and how do I add them?
Subsections in Zendesk Help Center allow you to create additional levels within your content hierarchy. This feature, known as Flexible Hierarchies, enables you to add sections within sections, providing a more detailed structure to your knowledge…
How can I create templates for articles in Zendesk Knowledge?
Creating templates for articles in Zendesk Knowledge allows agents to streamline the process of adding new content. Agents can use the Knowledge feature in the context panel to create new articles, ensuring consistency and efficiency in content…
How do I view and manage my content hierarchy in Zendesk?
To view and manage your content hierarchy in Zendesk, use the 'Arrange Articles' feature in the Guide Admin. This tool allows you to see the entire structure of your knowledge base and make necessary adjustments to categories, sections, and…
How can I move sections and articles in Zendesk Help Center?
Moving sections and articles in Zendesk Help Center is straightforward with the Guide Admin's 'Arrange content' feature. Simply select the section or article you wish to move and use the edit options to reposition it within your knowledge base….
How do I reorder content within categories and sections in Zendesk?
Reordering content within categories and sections in Zendesk is done through the 'Arrange articles' feature in the Guide Admin. This allows you to change the order of articles to prioritize the most important information or to improve the flow of…
How can I view a list of unverified articles in Zendesk?
In Zendesk, you can view a list of unverified articles by accessing the 'Manage articles' icon in the Guide Admin and selecting 'Needs verification'. This feature helps you keep track of articles that require review, ensuring that all content in…
What is content moderation in Zendesk and how does it work?
Content moderation in Zendesk involves reviewing new and edited end-user content before it goes live. When enabled, all such content is sent to a moderation queue for approval. This process helps maintain the quality and relevance of the…
How do I manage saved article lists in Zendesk?
Managing saved article lists in Zendesk is easy. You can delete any list you no longer need or duplicate lists for reuse. This feature helps you organize and access frequently used articles quickly, streamlining your workflow and improving…
How can I apply user segments for view permissions in Zendesk?
In Zendesk, you can apply user segments to articles to set view permissions. This allows you to control who can see specific content in your knowledge base, ensuring that sensitive or targeted information is only accessible to the appropriate…
How do I use article lists for different views of my knowledge base content?
Article lists in Zendesk allow you to create different views of your knowledge base content. This feature is available on all plans and helps you organize articles based on specific criteria, making it easier to manage and access the information…
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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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