Creating articles in the knowledge base


Knowledge admins can create new articles in the knowledge base. Agents who are not Knowledge admins can create articles if they havemanagement permissions. End users can't contribute articles to the knowledge base.


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Summary: ◀▼
You can create and manage knowledge base articles by adding content, configuring permissions, and setting article placement. Assign articles to sections, control who can edit or view them, add tags and labels, and attach media files. Save articles as drafts or publish them when ready. This helps organize and control access to your support content effectively.




Knowledge admins can create new articles in the knowledge base. Agents who are not Knowledge admins can
create articles if they have management permissions. End users can't contribute articles to the
knowledge base.
You must have at least one section in the knowledge base before you can start adding
articles. When you create an article, you must assign it to a section. For more information,
see Anatomy of the help center.
Topics covered in this article:
Creating articles and adding content
Configure article settings
Save and publish articles


Related article:
Migrating existing content to help center
Editing articles in the knowledge base




Creating articles and adding content

You can create a maximum of 40,000 total articles, excluding translations. This limit
includes articles in all states, except archived.
To create an article and add content

In your help center or Knowledge admin, click Add in the top menu
bar, then select Article.


Enter your content.
Use the article editor's toolbar for formatting options or to add links, images, or
tables.
For
information, see:
Help center article editor toolbar reference
Inserting and editing links in
articles
Inserting images in articles and content
blocks
Inserting videos and embedded files in articles
and content blocks
Adding and formatting tables in help center
articles
Adding article summaries to knowledge base
articles




Edit the HTML source by clicking the
HTML button at the end of the editor's toolbar.


Note: To keep your help center secure and provide the best
experience for your end users, Zendesk limits the HTML you can use in articles.
For information, see Allowing unsafe HTML in articles.


Format article and content block text using markdown. See Formatting text with Markdown for a list of supported
Markdown commands.


Continue to Configure the article
settings to define management permissions and placement prior to saving and
publishing.




Configure article settings

Before you can save and publish, you must configure basic management permissions and
article placement. You can also configure other settings that add labels, content tags, or
comment fields to your article.
To configure article settings

In the article settings panel, review and configure the Management
permissions:
Under Management permissions, click the drop-down arrow, then select
management permissions to determine which agents have editing and publishing rights
for this article.


Administrators enables only Knowledge admins to edit and publish the article. This option is
selected by default on new articles.

Agents and admins enables all agents and admins to edit and publish the
article.

Editors and Publishers (Enterprise plans only), enables all agents and admins to edit
this article, but only admins can publish the article.
Note: This option appears only if it's been activated. See
Creating management permissions to define
agent editing and publishing rights.


Custom management permission enables specific user segments to edit and
publish the article.


Depending on your account, you might also see an agents and managers option.

Knowledge admins can apply any management permissions. Agents with management
permissions can apply only the management permissions they belong to. Agents who do
not have management permissions on any article will not see this option, and the
management permissions will default to admins.

Under Owner, verify or select a new owner for the article.


Review and configure the Placement settings:
You can place the article in up to 10 different sections across all brands in your
help center. See Creating article placements.
Under Author, verify or select a new author for the article.
Under Viewing permissions, select one of the following options to determine
which users can view this article:

Visible to everyone includes anyone who visits your help center and does
not require sign in.

Only visible to selected user segments includes up to 10 user selected
segments from any of the following:

Signed-in users includes internal and external users who create an
account and sign in to your help center.

Agents and admins includes team members only, so that you can create
content that is internal-only.
Note: Light agents are
included in this segment. For a list of light agent permissions, see Understanding and setting light agent
permissions.


Custom user segment enables you to restrict viewing access to
specific users based on tags, organizations, or groups by applying user
segments. See Creating user segments to restrict
access.




(Not available on Suite Team) Under Content tags, start typing the content
tag you want to add, then select Add as new tag or select the matching content
tag, if it exists. See Adding content tags to articles.

(Not available on Suite Team) Under Labels, add any labels you want. As you
start typing, a list of existing labels appears for you to choose from, or you can
add a new keyword by selecting Add as a new label or by typing a word and
pressing Enter.

For more
information about using labels and best practices, see Using labels on help center articles.
You can add
labels to the default language article only and not to translations of the article.
You can add labels in multiple languages to the default article.

Choose any of the following options:
To close the article for comments, deselect Turn on comments.
To promote the article in its section, select
Promote article.
To add an attachment, click Manage attachment in the Attachments section
at the bottom of the pane. See Attaching media to articles. The file size limit is 20
MB. You can remove an attachment by clicking the x next to it.



(Enterprise plans only) Under Template, if you have multiple article templates in your live theme, click the
drop-down, then select a template. You might have to scroll down to see this option.
If you do not select an alternate template, the default article template will be
applied.


Under Attached media, click Manage attached media to attach a
downloadable file to the article. See Attaching media to articles.


Continue to save and publish your
article.




Save and publish articles

When you are finished working on your article, you can save, preview, or publish your
article to add it to your help center.
To save and publish articles
Do one of the following:
Click Save to save your new article as a draft or work in progress to publish
later.
Click Preview to view the article in your help center.
When you're ready to publish your article, click the drop-down arrow on the
Save button, then select Publish.




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