Using article lists for different views of your knowledge base content


Article lists enable you to get an overview of all your knowledge base content, and then refine that view by using search and applying filters to build article lists. For example, you can find all the articles that were created this week and review them. Or you can find articles that have a specific article label, such as out-of-date. You can also add multiple columns to each article list.


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Summary: ◀▼
Article lists help you view and manage your knowledge base content by applying search and filters to create custom views. You can add or remove columns, save and share lists, and filter articles by language or status like drafts or archived. Access depends on your permissions, and you can organize articles by labels, creation date, or AI-generated status for better content oversight.






Note: Article lists are available on all plans, but saving a custom article
list is not available on Suite Team.

Article lists enable you to get an overview of all your knowledge base content,
and then refine that view by using search and applying filters to build
article lists. For example, you can find all the articles that were created
this week and review them. Or you can find articles that have a specific
article label, such as out-of-date. You can also add multiple columns to
each article list.
You must be a Knowledge admin or an agent with edit permissions to use article
lists. Agents can access only the articles where they have edit or publish
permissions in article lists. You can save any custom article list you
create (not available on Suite Team).
This article contains the following sections:


Accessing article
lists
Adding and removing columns in your list view
Creating an article
list for a different view of content
Viewing all
knowledge base articles for a specific
language


Related article:
Managing your saved
article lists




Accessing article lists

There are some standard article lists:

All articles gives you an overview of all the
articles in your knowledge base. The number of
articles and the list includes all articles in
your source language, in all states, except
archived. If you support multiple languages, you
might notice that your number of published
articles is greater than the number of all
articles because it includes all
translations.


AI-generated shows articles that were generated by
AI using ticket data and business
information that you provide. This option only
appears if you have AI-generated articles. Articles
that appear in this list have the AI-generated label
and are saved as drafts in your article list so that
you can review and edit them prior to publishing.
Once you publish the articles, they're no
longer drafts, but remain in the AI-generated
article list unless you manually remove the
AI-generated label from the article. If you
remove the label, articles no longer appear in
this list, and you won't have a means for
determining which articles were generated by
AI.


Drafts shows only the unpublished, draft articles
in your knowledge base.

Note: On Enterprise plans, instead of a Drafts
list there are several Team Publishing
lists, each corresponding to a different
article state.



Archived articles shows articles that have been
removed from your knowledge base.


You might see other lists, depending on the features you are using. You
might also see personal saved lists and shared lists.
You must be a Knowledge admin or an agent with edit permissions to use
article lists. Agents can access only the articles where they have
edit or publish permissions in article lists.
To access article lists



In Knowledge admin, click Manage articles
( ) in the sidebar. Your All articles list opens by
default. Published articles are indicated with a
green dot ( ), draft
articles with a clear dot ( ), and archived
articles with a gray dot ( ).

Click an article list to open it.
Note: Each list uses
the default language.





To access article lists for another brand, if supported
In Knowledge admin, click Manage articles
( ) in the sidebar.
Click the name of your brand in the upper-left corner,
then select the name of the brand you want to switch
to.





Adding and removing columns in your list view

The default view in All articles shows the article title,
language, and date that the article was last edited.
You can add up to six additional columns to this view (nine columns in
total), apply search and filter to the view, and save the view as a
list. You can add different columns to each view that you save.
If you want to simplify your view, you can remove all columns, except the
article title column.
You must be a Knowledge admin or an agent with edit permissions to use
article lists. Agents can access only the articles where they have
edit or publish permissions in article lists.
To add columns to an article list



In Knowledge admin, click Manage articles
( ) in the sidebar. Your All articles list opens by
default.

Click the More ( ) icon to view the list of
columns you can add to your list view.

Note: The columns
available depend on your plan
type.


Click the column name to add it to the view. A tick
mark is shown by the side of the selected column.
Click the column name again to remove it from the
view.

Click Save search as list to save the list view,
or see Creating an article list for a different view of content to apply search and filters to the list before
you save the list.





Creating an article list for a different view of content

You can use search and filters to create an article list for a different
view of your knowledge base content. For example, you might add a
filter to your list of all articles to view only articles created
this week.
You must be a Knowledge admin or an agent with edit permissions to access
create article lists. Agents can create article lists for articles
where they have edit or publish permissions.
You can save your custom article list for yourself or you can save and
share the list with all agents (not available on Suite Team).
To create an article list to create a different view of your
content



In Knowledge admin, click Manage articles
( ) in the sidebar. Your All articles list opens by
default.

Enter a search query in the search box, then click
Enter, to search across all articles or
select any saved list instead of searching
first.
Click Filter, then select a filter and a value to
define this list of articles. You can apply
filters to search results or to any saved list,
including your list of all articles. The available
filters depend on your features and plan
type.

Articles that match your search or
applied filter appear.

Each list has a default set of columns, to view content
in a way that makes sense to you. Click the more
icon ( ) to sort the
articles in the Columns menu.
If you want to save your list, click Save search as
list, name your list, then click Save
list (not available on Suite Team).
You can share any saved article
list so that all Knowledge admins have access to
it (see Sharing a saved
article list).






Viewing all knowledge base articles for a specific language

If multiple languages are supported in your account, you can view all
articles for a specific language.
To view all articles for a specific language



In Knowledge admin, click Manage articles
( ) in the sidebar. Your All articles saved list opens by
default.

Click Filters, then select Language.
Select a language from the list. Only languages that
are enabled in your help center are available (see
Localizing your help
center).
Articles that match your
applied filter appear.





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