Knowledge resources

This page contains resources to help you set up and use Zendesk Knowledge. Select your plan to filter resources: Suite Team / Growth / Professional Suite Enterprise / Enterprise Plus Support + Knowledge Professional Support + Knowledge Enterprise On this plan you can provide end-users with a complete self-service support option. Plus you get custom themes and integrations, internal knowledge base, user permissions, customer portal, and agent article flagging and creation. On this plan you can provide end-users with a complete self-service support option. You have all the great features of the lower plans, plus advanced user permissions, article lifecycle management with team publishing, and multiple theme templates. This article contains the following sections:
Getting started
Setting up
Theming
Using Knowledge base
Tickets and agents
Reporting
Developer resources


Getting started

About the Zendesk Knowledge plan types
Evaluating the help center in your Zendesk Suite trial account
Getting started with your help center
Using Zendesk Support and Zendesk Knowledge together
Understanding help center search methods


Best practices for finding customer issues to start your knowledge base
About help center end-user search
About Zendesk Federated Search
About search engine optimization (SEO) in your help center
Understanding Knowledge roles and privileges




Setting up

Restricting help center access to signed-in end-users
Changing an agent's role to grant Knowledge admin privileges
Understanding Knowledge user permissions for knowledge base access
Setting agent editing and publishing permissions on knowledge base articles
Setting view permissions on articles with user segments
Creating user segments for help center user permissions
Managing user segments
Adding an individual user to a user segment
Implementing cookie consent in your help center
Configuring settings for your help center
Creating management permissions to define agent editing and publishing rights


Host mapping - Changing the URL of your help center
Configuring the default language for your Help Center
Deactivating your Help Center
Enabling Google Analytics for your help center
Enabling users to vote on knowledge base articles without signing in
Changing the name of your Help Center
Using Google Tag Manager with your Help Center

Enabling search across multiple Help Centers (Enterprise)
Knowledge product limits for Help Center
Setting up a requests-only (tickets-only) help center




Theming Managing your theme


About the standard theme and custom themes in your help center
Using the standard Copenhagen theme in your help center
Accessing your help center themes
Adding a help center theme to Knowledge
Editing your help center theme
Working on a theme locally
Previewing theme changes locally
Previewing your help center theme
Using your own theme assets for help center


Using help center themes from the Zendesk Marketplace
Managing your help center themes
Managing help center themes from the Zendesk Marketplace
Changing the live theme of your help center
Branding your help center
Creating a help center for one of your brands
Hiding and showing elements in your Copenhagen standard theme

Customizing your theme


Editing the code for your live help center theme
Customizing your help center theme
Setting up the GitHub integration with your help center theme
Updating your GitHub-managed theme in Knowledge admin
Troubleshooting the GitHub integration with help center themes
Importing and downloading your theme and manifest file
Recipe: Requesting feedback for article downvotes


Help center templating guide
Help center CSS cookbook
Help center JavaScript cookbook

Help center templating cookbook
About templating versions for help center themes

Adding multiple article, section, and category templates to your theme (Enterprise)
Displaying satisfaction ratings and overall score in your help center




Using the Knowledge Base Setting up and managing your knowledge base


Organizing knowledge base content in categories and sections
Viewing and managing your content hierarchy in Arrange Articles
Moving sections and articles in the help center

Adding subsections to create more levels in your help center
Reordering knowledge base content in the help center
Editing the source code of help center articles



Displaying subsections in your help center
Marking content as spam and removing it from your help center
Best practices for driving traffic to your knowledge base and community
How product docs are produced at Zendesk
Best practices for creating an internal knowledge base
Using the metrics that matter to improve your knowledge base

Creating and editing articles


Creating and editing articles in the knowledge base
Working with drafts in the knowledge base
Migrating existing content to your help center
Inserting images in articles and content blocks
Inserting videos in articles and content blocks
Inserting and editing links in articles
Help center article editor toolbar reference
Viewing article revisions and restoring a previous version
Viewing article events in History view
Creating and inserting reusable information with content blocks
Keyboard shortcuts for formatting knowledge base articles


Archiving an article to move it out of your knowledge base
Viewing and restoring archived articles
Permanently deleting a knowledge base article
Adding and formatting tables in help center articles
Updating knowledge base articles in bulk
Using labels on your help center articles
Changing the article owner
Displaying an alternative author on your articles
Best practices: Developing content for your knowledge base

Managing articles and workflows


Creating a ticket from a comment on a knowledge base article
Managing your saved article lists

Setting reminders to review and verify articles

Managing article verification rules

Verifying articles that need review

Viewing a list of all unverified articles that need verification

Changing the theme template for an article, section, or category in your help center

Scheduling articles for publishing and publishing
Disabling comments for an article
Promoting an article to the top of the section
Changing the author of an article


Using article lists for different views of your knowledge base content

About Team Publishing

Analyzing your Team Publishing activity

Creating new content for review

Staging content updates for an existing article for review

Reviewing, approving, and publishing articles

Assigning or reassigning articles with Team Publishing

Viewing lists of articles in various Team Publishing workflow states

Managing permissions with user segments


Understanding Knowledge user permissions for knowledge base access
Setting view permissions on articles with user segments
Creating user segments for help center user permissions
Managing user segments
Enabling and disabling profiles in your help center


Restricting help center access to signed-in end users

Viewing a list of articles where a user segment is applied for view permissions

Viewing a list of articles with a specific management permission

Supporting multiple languages


Creating and managing translated content for your knowledge base
Configuring your help center to support multiple languages
Managing help center translations for articles
Changing your help center design based on your end-user language



Localizing help center content

Managing help center translations for categories and sections
Managing translations for categories and sections




Tickets and Agents Agent and end user guide


Help center guide for end users
Submitting and tracking support requests in the help center customer portal
Enabling agents to access request forms
Searching, linking, and quoting content in tickets


Viewing your help center activity for articles, posts, and comments in your Support profile
Enabling agents to manage requests in the help center customer portal
Adding or editing your help center alias
Editing your help center profile

Spam prevention and content moderation


Filtering spam posts in help center
Marking content as spam and removing it from your help center
About help center spam prevention


Moderating end user content in your help center
Using the spam filter to prevent spam in your help center




Reporting
Reporting tools for measuring self-service


Analyzing your Knowledge activity

Analyzing your Team Publishing activity (Enterprise)
Analyzing your knowledge base activity
Enabling Google Analytics




Developer resources


Knowledge developer resources
Setting up the Atlassian Status page integration

Host mapping - Changing the URL of your help center

Help center CSS cookbook

Importing or upgrading jQuery



Preparing an SSL certificate for upload to Zendesk

Help center API
Using the help center API to manage article translations

Help center Templates (Curlybars)

Using the help center templating language
Customizing the settings panel
Backing up your knowledge base (Zendesk REST API tutorial)


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