Announcing the general availability of the new Knowledge article editor

Announced on | Rollout (Phase 1) starts | Rollout (Phase 1) ends
May 7, 2025 | May 22, 2025 | July 2, 2025

We're excited to announce the general availability (GA) of our new Knowledge article editor. This new editor provides an enhanced content creation experience for our customers, making it easier to create and manage articles.

This announcement answers the following questions:

What is changing?

Why is Zendesk making this change?

What do I need to do?

What is changing?

The new Knowledge article editor offers a more intuitive and enriched editing experience. With the new editor, you now have access to improvements such as:

New editing tools: New image editing tools (including text-wrapping around images), a new table editor, and drag-and-drop functionality for content elements.

Source code improvements: Cleaner code when using content blocks. You can now view the article source code above and below the content block, regardless of where your cursor is positioned in the article.

Article components: You can now insert components including HTML blocks, horizontal lines, and AI-powered article summaries into your articles.

Article translation (EAP): You can easily translate content directly from the editor across all languages.

In order to ensure a safe migration of articles from the current editor to the new editor, we’ve prepared a multi-phase process that will be implemented until Q1 2026. We’ll make sure you’re notified about each stage of the release, updating you every step of the way by email and through in-product notices.

Why is Zendesk making this change?

The upgrade to the new article editor is necessary to provide you with modern tools that enhance the content creation process. This transition ensures that our content management capabilities meet current standards and expectations. The new editor delivers improved functionality, allowing for a smoother and more efficient workflow.

In addition, the new editor is designed to generate cleaner and more semantic HTML. This improved structure can enhance the accessibility and search engine optimization (SEO) of your articles, potentially leading to better visibility and ranking in search results. By using best practices in HTML output, the new editor helps ensure that your content is not only visually appealing but also optimized for search engines.

What do I need to do?

To prepare for the transition to the new article editor, we encourage you to familiarize yourself with its features and functionalities. Here are some actionable steps:

Explore the new editor: Begin using the new editor for any new articles you create during the GA phase.

Review existing articles: Check your existing articles for any custom configurations that may need adjustments when migrating to the new editor.

Stay Informed: Keep an eye out for additional communications regarding the phased rollout and any changes.

If you have feedback or questions related to this announcement, visit our community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.