Create an Article in ZenDesk

ARTICLE SUMMARY

This article explains how to create an Article in zendesk. Guide admins can create new articles. Agents can create new articles if they have management permissions.

INSTRUCTIONS

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

2. Enter your Content

• Use the article editor's toolbar for formatting options or to add links, images, or tables.

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

3. Under Managed By, click the drop-down arrow, then select management permissions to determine which agents have editing and publishing rights for this article

• Admins enables only Guide admins to edit and publish the article. This option is selected by default on new articles

4. Under Visible to, select one of the view permissions 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.
• 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.

5. Under Publish in section, click Select a section, then select a new section and click Ok.

NOTE: When you have to share an article for EVERYONE then you know it has to go into the general category.

6. Chose any of the following options:

• To close the article for comments, deselect Open for comments.
• To promote the article in its section, select Promote article.
• To add an attachment, click Upload attachment on the lower side of the editor.

7. Under Labels, add any labels you want.

As you start typing, a list of existing labels appears for you to chose from, or you can add a new keyword by selecting Add as a new label or by typing a word and pressing Enter.

8. 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.

  

  Clicking Save creates the article as a draft, or a work in progress

• To publish your new article, click the drop-down arrow on the Save button, then select Publish now.

  Clicking Publish now creates the article and publishes it in your help center.