Creating articles in the knowledge base

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<p id="docs-hc-snippet" style="display: none;">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.</p>
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<p id="docs-ai-summary-toggle">Summary: <span id="up-triangle">◀</span><span id="down-triangle">▼</span></p>
<p id="docs-ai-summary-content">You can create, edit, preview, save, and publish knowledge base articles if you’re a Knowledge admin or an agent with management permissions. Articles must be placed in a section and can use formatting, links, images, tables, labels, tags, attachments, and visibility settings to control who can view and manage them.</p>
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<p class="p">Knowledge admins can create new articles in the knowledge base. Agents who are not Knowledge admins can
create articles if they have <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408827952538" target="_blank">management permissions</a>. End users can't contribute articles to the
knowledge base. </p>
<p class="p">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 <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408846795674#topic_ol5_3fd_43" target="_blank">Anatomy of the help center</a>.</p>
<div class="p">Topics covered in this article:<ul class="ul" id="topic_f2r_1py_43__ul_yvy_xwj_ybb">
<li class="li"><a class="xref" href="#topic_fwm_vkx_cfc">Creating articles and adding content</a></li>
<li class="li"><a class="xref" href="#topic_bpt_tdq_cy">Configure article settings</a></li>
<li class="li"><a class="xref" href="#topic_ngr_25x_cfc">Save and publish articles</a></li>
</ul>
</div>
<div class="p">Related article:<ul class="ul" id="topic_f2r_1py_43__ul_icw_xzt_kfb">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408828053146" target="_blank">Migrating existing content to help center</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9185667124506" target="_blank">Editing articles in the knowledge base</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_fwm_vkx_cfc">
<h2 class="title topictitle2" id="ariaid-title2">Creating articles and adding content</h2>
<div class="body">
<p class="p">You can create a maximum of 40,000 total articles, excluding translations. This limit
includes articles in all states, except archived.</p>
<p class="p"><strong class="ph b">To create an article and add content</strong></p>
<ol class="ol" id="topic_fwm_vkx_cfc__ol_pyb_bmx_cfc">
<li class="li">In your <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9041943683354#topic_dzz_4wn_s2c" target="_blank">help center</a> or <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9041943683354#topic_b5q_nwn_s2c" target="_blank">Knowledge admin</a>, click <strong class="ph b">Add</strong> in the top menu
bar, then select <strong class="ph b">Article</strong>.<p class="p">
<img class="image img-screenshot" id="topic_fwm_vkx_cfc__image_evn_fgf_3z" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/guide-add-contentblock.png" width="175"></p>
</li>
<li class="li">Enter your content.<ul class="ul" id="topic_fwm_vkx_cfc__ul_nhx_lq2_3fc">
<li class="li">Use the article editor's toolbar for formatting options or to add links, images, or
tables.<p class="p"><img class="image img-screenshot" id="topic_fwm_vkx_cfc__image_wpd_ll1_xy" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/guide-new-art-editor-toolbar-ga.png" width="800"></p>
<div class="p">For
information, see:<ul class="ul" id="topic_fwm_vkx_cfc__ul_nds_wds_dfc">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408839186586" target="_blank">Help center article editor toolbar reference</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408822378266" target="_blank">Inserting and editing links in
articles</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408824620698" target="_blank">Inserting images in articles and content
blocks</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408829384986" target="_blank">Inserting videos and embedded files in articles
and content blocks</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408829307418" target="_blank">Adding and formatting tables in help center
articles</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9195508027034" target="_blank">Adding article summaries to knowledge base
articles</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/11042727986330" target="_blank">Using callouts to highlight content in the
article editor</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/11042696237850" target="_blank">Using accordions to create expandable and
collapsible sections in the article editor</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/11042740425754" target="_blank">Using tabs to group content in the article
editor</a></li>
</ul>
</div>
</li>
<li class="li">
<p class="p"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408824584602" target="_blank">Edit the HTML source</a> by clicking the
<strong class="ph b">HTML</strong> button at the end of the editor's toolbar. </p>
<div class="p">
<div class="note" id="topic_fwm_vkx_cfc__note_zlc_xkx_cfc">
<span class="notetitle">Note:</span> 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 <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408824584602#topic_ihw_rcy_kxb" target="_blank">Allowing unsafe HTML in articles</a>.</div>
</div>
</li>
<li class="li">Format article and content block text using markdown. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408846544922" target="_blank">Formatting text with Markdown</a> for a list of supported
Markdown commands.</li>
</ul>
</li>
<li class="li">Continue to <a class="xref" href="#topic_bpt_tdq_cy">Configure the article
settings</a> to define management permissions and placement prior to saving and
publishing.</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_bpt_tdq_cy">
<h2 class="title topictitle2" id="ariaid-title3">Configure article settings</h2>
<div class="body">
<p class="p">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. </p>
<p class="p"><strong class="ph b">To configure article settings</strong></p>
<ol class="ol" id="topic_bpt_tdq_cy__ol_rpt_tdq_cy">
<li class="li">In the article settings panel, review and configure the <strong class="ph b">Management
permissions</strong>:<ul class="ul" id="topic_bpt_tdq_cy__ul_jcz_tm4_2cc">
<li class="li">Under <strong class="ph b">Management permissions</strong>, click the drop-down arrow, then select
management permissions to determine which agents have editing and publishing rights
for this article.<div class="p">
<ul class="ul" id="topic_bpt_tdq_cy__d8e13">
<li class="li">
<strong class="ph b">Administrators</strong> enables only Knowledge admins to edit and publish the article. This option is
selected by default on new articles. </li>
<li class="li">
<strong class="ph b">Agents and admins</strong> enables all agents and admins to edit and publish the
article.</li>
<li class="li">
<strong class="ph b">Editors and Publishers</strong> (Enterprise plans only), enables all agents and admins to edit
this article, but only admins can publish the article. <div class="note" id="topic_bpt_tdq_cy__d8e27">
<span class="notetitle">Note:</span> This option appears only if it's been activated. See
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408827952538" target="_blank">Creating management permissions to define
agent editing and publishing rights</a>.</div>
</li>
<li class="li">
<strong class="ph b">Custom management permission</strong> enables specific user segments to edit and
publish the article.</li>
</ul>
</div>
<p class="p">Depending on your account, you might also see an agents and managers option.
</p>
<p class="p">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.</p>
</li>
<li class="li">Under <strong class="ph b">Owner</strong>, verify or select a new owner for the article. </li>
</ul>
</li>
<li class="li">Review and configure the <strong class="ph b">Placement settings</strong>:<ul class="ul" id="topic_bpt_tdq_cy__ul_iqd_ym4_2cc">
<li class="li">You can place the article in up to 10 different sections across all brands in your
help center. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9354869473178#topic_yng_kdm_pcc" target="_blank">Creating article placements</a>.</li>
<li class="li">Under <strong class="ph b">Author</strong>, verify or select a new author for the article.</li>
<li class="li">Under <strong class="ph b">Viewing permissions</strong>, select one of the following options to determine
which users can view this article:<ul class="ul" id="topic_bpt_tdq_cy__ul_kng_tct_pbc">
<li class="li">
<strong class="ph b">Visible to everyone</strong> includes anyone who visits your help center and does
not require sign in.</li>
<li class="li">
<strong class="ph b">Only visible to selected user segments</strong> includes up to 10 user selected
segments from any of the following:<ul class="ul" id="topic_bpt_tdq_cy__ul_lng_tct_pbc">
<li class="li">
<strong class="ph b">Signed-in users</strong> includes internal and external users who create an
account and sign in to your help center. </li>
<li class="li">
<strong class="ph b">Agents and admins</strong> includes team members only, so that you can create
content that is internal-only. <div class="note" id="topic_bpt_tdq_cy__note_mng_tct_pbc">
<span class="notetitle">Note:</span> Light agents are
included in this segment. For a list of light agent permissions, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408846501402-Understanding-and-setting-light-agent-permissions-" target="_blank">Understanding and setting light agent
permissions</a>.</div>
</li>
<li class="li">
<strong class="ph b">Custom user segment</strong> enables you to restrict viewing access to
specific users based on tags, organizations, or groups by applying user
segments. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408837707290" target="_blank">Creating user segments to restrict
access</a>.</li>
</ul>
</li>
</ul>
</li>
<li class="li">(Not available on Suite Team) Under <strong class="ph b">Content tags</strong>, start typing the content
tag you want to add, then select <strong class="ph b">Add as new tag </strong>or select the matching content
tag, if it exists. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5003635888410" target="_blank">Adding content tags to articles.</a>
</li>
<li class="li">(Not available on Suite Team) Under <strong class="ph b">Labels</strong>, add any labels you want.<p class="p">As you
start typing, a list of existing labels appears for you to choose from, or you can
add a new keyword by selecting <strong class="ph b">Add as a new label</strong> or by typing a word and
pressing <strong class="ph b">Enter</strong>.</p>
<p class="p"><img class="image img-screenshot" id="topic_bpt_tdq_cy__image_rqt_tdq_cy" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/add_new_label.png" width="275"></p>
<p class="p">For more
information about using labels and best practices, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408835056154" target="_blank">Using labels on help center articles</a>.</p>
<p class="p">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.</p>
</li>
<li class="li">Choose any of the following options:<ul class="ul" id="topic_bpt_tdq_cy__ul_nqt_tdq_cy">
<li class="li">To close the article for comments, deselect <strong class="ph b">Turn on comments</strong>.</li>
<li class="li">To <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408822265754" target="_blank">promote the article in its section</a>, select
<strong class="ph b">Promote article</strong>.</li>
<li class="li">To add an attachment, click <strong class="ph b">Manage attachment</strong> in the Attachments section
at the bottom of the pane. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6037983662234" target="_blank">Attaching media to articles</a>.<p class="p">The file size limit is 20
MB. You can remove an attachment by clicking the <strong class="ph b">x</strong> next to it.</p>
</li>
</ul>
</li>
<li class="li">(Enterprise plans only) Under <strong class="ph b">Template</strong>, if you have <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408828878106" target="_blank">multiple article templates</a> in your live theme, click the
drop-down, then select a template.<p class="p">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.</p>
<p class="p"><img class="image img-screenshot" id="topic_bpt_tdq_cy__image_m5m_q2q_cfb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/article_select_template.png" width="275"></p>
</li>
<li class="li">Under <strong class="ph b">Attached media</strong>, click <strong class="ph b">Manage attached media</strong> to attach a
downloadable file to the article. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6037983662234" target="_blank">Attaching media to articles</a>.</li>
</ul>
</li>
<li class="li">Continue to <a class="xref" href="#topic_ngr_25x_cfc">save and publish your
article</a>.</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_ngr_25x_cfc">
<h2 class="title topictitle2" id="ariaid-title4">Save and publish articles</h2>
<div class="body">
<p class="p">When you are finished working on your article, you can save, preview, or publish your
article to add it to your help center. </p>
<p class="p"><strong class="ph b">To save and publish articles</strong></p>
<div class="p">Do one of the following:<ul class="ul" id="topic_ngr_25x_cfc__ul_xkx_pnd_ybb">
<li class="li">Click <strong class="ph b">Save</strong> to save your new article as a draft or work in progress to publish
later.</li>
<li class="li">Click <strong class="ph b">Preview</strong> to <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8290688602906" target="_blank">view the article in your help center</a>. </li>
<li class="li">When you're ready to publish your article, click the drop-down arrow on the
<strong class="ph b">Save</strong> button, then select <strong class="ph b">Publish</strong>.</li>
</ul>
</div>
</div>
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