Announcing adding help center content to procedures

Announced on | Rollout on
January 29, 2026 | January 29, 2026

We’re excited to announce that you can now insert the following in your procedures:

Public help center articles stored in Knowledge

Other procedures

This announcement includes the following topics:

What is changing?

Why is Zendesk making this change?

What do I need to do?

What is changing?

You'll now have the ability to insert public help center articles and published procedures into an existing procedure.

Why is Zendesk making this change?

When a public help center article is inserted it emphasizes its importance to auto assist in a given procedure, greatly increasing the likelihood of auto assist using the article together with the procedure when providing suggestions to agents.

When another procedure is inserted it links the procedures together. This allows you to direct auto assist from the initial procedure to the inserted procedure(s).

What do I need to do?

To insert an article or a procedure, create or edit your auto assist procedure and type a backslash “/” anywhere in the procedure. To learn more, see About help center content in procedures and Creating procedures for auto assist.

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.