Best Practices to Create an Article in zendesk

ARTICLE SUMMARY

This article explains what are the best practices to create an Article in zendesk, and what are the important points which should be mentioned while creating an article.

INSTRUCTIONS

1. Keep articles, short if possible, and divide content into sections:

Articles should be short enough for users to quickly scan to see if the info they need is there. You don't want to overwhelm users with too much information in one article. And for longer articles, be sure to break content into sections with clear headings.

2. Use Article Summary:

Include short description in the Article Summary regarding what the Article is about. It helps user to quickly find out the information covered in the Article.

3. Use clear, action-based titles:

Users tend to look for articles when they want to accomplish a task. Be sure your articles are clearly titled with the action or task that is documented. General titles make it hard to users to know if the task they need is covered.

4. Use bullets and numbered lists:

List items and steps are much easier to scan and follow when they are broken into bullets or numbered lists. And be sure to use the right kind of list--use bullets for lists that don't have an order and use numbered lists for steps that have to be completed in order.

5. Define terms and jargon:

Make sure you define terms in your articles, or point users to a resource, such as a glossary, that defines key terms for your product or business.

For advanced concepts, consider linking to an article that explains the concept. You don't want to include a lengthy explanation for a concept if users don't need it. But for those who might need it, point to reusable content that provides more information.

6. Link articles to show relationships:

Be sure to link related articles. This will help users find all the information they need to solve their problem. And it might help them answers some questions they didn't know they had.

7. Require technical reviews before the content is published:

Before publishing the article, please make sure you review it with your manager or subject matter expert (SME) for accuracy and thoroughness.