Editing articles in the knowledge base

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Guide Professional or Enterprise

Guide admins can edit all existing articles in the knowledge base. Agents who are not Guide admins can create and edit articles if they have management permissions. End users can't contribute articles to the knowledge base.

Note: This article describes editing articles with the new article editor. For more information about transitioning from the legacy editor to the new article editor, see Transitioning to the new article editor: Phase overview.

Topics covered in this article:

• Opening articles in edit mode
• Editing knowledge base articles

Opening articles in edit mode

Depending on your role and permission, you can open and edit articles from either the help center or knowledge admin. Once you are in edit mode, you can make and save edits.

There are some article updates that you can make on multiple articles in bulk. For more information, see Updating knowledge base articles in bulk.

To open an article in edit mode

• In help center, navigate to the article you want to edit, then click Edit article in the top menu bar.

  

• In Knowledge admin, click Manage articles () in the sidebar. Search for the article, then click the title to open it.
• In Knowledge admin, click Arrange content () in the sidebar. Navigate to the article, then click the options menu at the end of the title and select Edit article.

Editing knowledge base articles

Guide admins can edit any articles. Agents can edit existing articles where they have management permissions. Agent privileges for existing articles vary depending on their management permissions. See the complete list of agent privileges for existing, published articles.

To edit knowledge base articles

1. Open the article in edit mode.
2. If you need to update the management permissions or placement of the article, see Creating articles in the knowledge base.
3. Edit the article content.
   • Use the article editor's toolbar for formatting options or to add links, images, or tables. This toolbar is not the same as the toolbar in community posts.

     

     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

   • 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.
4. When you are finished working on your article, do one of the following:
   • To save your new article as a draft or work in progress to publish later, click Save.
   • 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.