The Articles page displays all "Published" and "Draft" articles in your Zendesk Help Center.
In this Article
Using the Articles Page
Changing the Columns that Display
Searching for Articles
Sorting the Columns
Filters
Article View
Opening an Article in Zendesk from Help Center Manager
Editing an Article from Help Center Manager
Identifying Articles that have Outdated Translations
Copying the Article ID from Help Center Manager
Using the Articles Page
The columns show the main article settings of the articles.
| Title |
This shows the Title of the article. Any articles that are "Private", that is, they are set in the Zendesk Help Center with Visible to as anything other than "Everyone" display as locked with the padlock icon. |
| Zendesk ID | The ID of the article in Zendesk. This is included in the URL for the article. |
| Language |
This shows the language of the article. The default language shows with a box around it as in the following example. |
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Category
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These columns show the information from the Zendesk Help Center. Zendesk has a feature called Article Multiplacement that allows you to place an article in more than one location. If you have any articles with Multiplacement, refer to FAQ for Articles in Multiple Categories/Sections with Zendesk Article Multiplacement. Edited At is the date when the content of the article was changed. Updated at reflects when anything about the article has changed, such as a new label was added or the section was changed, etc. This includes including when the content was changed. |
| Labels |
The Labels lists all the Labels that have been added to the articles. You can add or remove Labels in Help Center Manager with the Change Labels function in Bulk Actions. Refer to Bulk Actions - Duplicate, Change Labels, Reset Votes, Change Location, Change Article Status, Change Permissions, Rollback from Zendesk, Save to Zendesk and Delete from Zendesk. |
| Tasks | Tasks can be associated with an Article and Tasks are used to assign and track article-related work to team members. Refer to Using the Tasks Feature. |
The following columns are not included by default. You can include these columns from the View Columns button (refer below to Changing the Columns that Display).
| Total Votes | The Total Votes shows the number of Votes that readers have made in the Help Center using either the Yes or the No button for "Was this article helpful?" at the bottom of the article. To see further details on whether the Votes were a Yes or a No, you can display the Article Metrics with the Analytics for a specific article from the Article View (refer below to Article View). |
| Votes Sum | The Votes Sum shows the score of Yes and Not Votes in response to "Was this article helpful?". It is calculated Is as 1 for a Yes vote and -1 for a No vote. |
| Management Permissions |
Articles in Zendesk can be set with Management Permissions. These control who can edit and publish the article based on a permission group. The Management Permissions column displays the "permission group" that has been set for each article. You can use Change Permissions in the Bulk Actions to change the Viewing Permissions from Help Center Manager for the selected article(s). Refer to Bulk Actions - Duplicate, Change Labels, Reset Votes, Change Location, Change Article Status, Change Permissions, Rollback from Zendesk, Save to Zendesk and Delete from Zendesk. |
| Viewing Permissions |
Articles in Zendesk can be set with Viewing Permissions. These control who can view the article based on user segments. This can be set as "Only visible to the selected user segments" or set as "Visible to everyone". The Viewing Permissions column displays either the specific User Segments set for an article or displays "Visible to everyone". You can use Change Permissions in the Bulk Actions to change the Viewing Permissions from Help Center Manager for the selected article(s). Refer to Bulk Actions - Duplicate, Change Labels, Reset Votes, Change Location, Change Article Status, Change Permissions, Rollback from Zendesk, Save to Zendesk and Delete from Zendesk. |
Changing the Columns that Display
In Articles, you can also click the View Columns button to select which columns to include.
Your selection is stored, unless you clear your browser cache or use a different browser.
Searching for Articles
When searching in the Articles page, this finds the search text in the Article Title, and also in the content of the articles. If you have run a search, the search results display with a yellow highlight. For details on searching, refer to Searching for Articles, Links, Media and Dynamic Content.
Sorting the Columns
Initially, articles display in the order in which they come from Zendesk, which is not the same order as displayed in Zendesk.
Click any of the column headings to Sort the articles in ascending or descending order on that column.
You can use the Sort in the same way as sorting the Zendesk Help Center using Manage Articles list, such as sorting by Author, for the article contributor. You can also combine the Sort with the Filters, for example, you can apply a Filter to look at only the "Draft" articles and then sort these by "Author".
Filters
You can apply filters to one or more columns. Refer to Using the Filters in Articles, Links and Media.
You can also Save sets of Filters to select and reuse. Refer to Saving Filters in the Articles Page in Using the Filters in Articles, Links and Media.
Article View
From the Articles page, click anywhere on the row for an article to display the Article View on the right-hand side. This displays details, and the content of the article, and you can also access various functions from the Article View. Refer to Article View.
Opening an Article in Zendesk from Help Center Manager
From the Articles page, click the link icon next to the Zendesk ID to open the article in your Zendesk Help Center.
From the Article View, you can also click the link icon to open the article in your Zendesk Help Center.
If the article is "Draft", and you are not already signed in to Zendesk, you are prompted to Sign in to Zendesk.
Editing an Article from Help Center Manager
From the Articles page, click the Edit icon next to the Zendesk ID to open the article in Zendesk directly in edit mode.
From the Article View, you can also click the Edit icon to open the article in edit mode in your Zendesk Help Center.
If you are not already signed in to Zendesk, you are prompted to Sign in to Zendesk.
Identifying Articles that have Outdated Translations
You can identify articles that were previously translated with Help Center Manager and the content in the original language has changed since the last time they were translated. The Outdated status is updated after a Quick Sync.
- On the Articles page, you can apply the filter for Outdated Translations and set this to Yes to show the articles that need to be re-translated.
- You can click on the article to display the Article View to determine which translations need to be updated. Translations can then be easily re-translated from the Article View. The Article View also shows any languages where the translation is missing. Refer to Article View.
Copying the Article ID from Help Center Manager
From the Articles page, click the Zendesk ID to copy the ID for the article to your clipboard. This can be useful, for example, if you are searching in an Excel spreadsheet.
From the Article View, you can also click the Zendesk ID to copy the ID for the article to your clipboard.