Add, Edit, Unpublish and Delete Articles - Zoho Desk Knowledgebase

Add, Edit, Unpublish and Delete KBase Articles

The Knowledge Base is where your customers can access the solution articles you create for addressing various issues. You can create articles and group them under custom sections for ease of access. Before you get started with adding articles, please read through the knowledge base tips mentioned below:
  • When you sign-up for Zoho Desk, a default category that goes by the name of your portal will be added to your knowledge base. You can rename this category later.
  • When you create a new department, its associated category will be added to your knowledge base. You can choose to hide this category from being displayed to your customers in the Help Center.
  • You can add a custom category without adding a new department.
  • A category can be further divided into sections and sub-sections. A maximum of three hierarchy levels is supported for a category. That is, a category can be structured like:
  • In the absence of a section, an article will be directly added underneath a category.
  • When you've created a sub-section, you can't add or have articles beneath the section.
  • The agent who creates an article will be its owner. Article owners will be notified of the feedback received from the customers.

To add your first KBase article:
  1. Click the Knowledge Base (KB) module.
  2. In the Category Home page, click Add article button.
    You can also click the Add icon (  ) from the top panel.
  3. In the Add Article page, perform the following actions:
    • Enter article Title (mandatory to save the article)
    • Type the solution in the editor window (mandatory as well)
    • Attach files that are related to the article. You can use one of the following methods to upload files:
      • Drag files from your desktop and drop them on your content window.
      • Click Browse and select the file(s) you'd like to upload.
      • Click Gallery to upload a file from your KBase media gallery.
    • Select the category, section, and sub-section using the drop-menu (only if you've created any)
    • Set the access permission. You can choose to display the article to Agents, All users or Registered users in the Help Center
    • Enter relevant tags. Tags will be used to display suggested articles for your customers in the Help Center. It will also pull up relevant solutions when your agents respond to tickets
    • Set an expiry date for the article. This way, you can automatically remove the article when it loses its relevance
    • Specify the Title, Meta description and the Meta keywords for the article. These will decide what pages from your help desk should be found in the various search engines
  4. Click Publish.

If you intend to send the article for review, simply enable the review option and click Send for Review. Your help desk administrators or the KB owners will receive an email notification requesting them to review and publish the article. This option will be available only when your KBase is enabled for review. Lean more

When you have organized your category into sections and sub-sections, navigate to the relevant section and click the Add icon (  ) from the top panel. This will add the article directly into the current section.

Edit Articles
Edit the articles that were added to your knowledge base. You can perform an edit from the list view or the article's detail view. 
To edit a published article:
  1. Navigate to the article you want to edit. 
  2. In the Article Detail page, click the Edit icon (  ) on the upper-right side of the page.
  3. In the Edit Article page, update the article as required.
  4. Click Publish.

For unpublished articles, click either Send for Review or Save as Draft to save the changes. Alternatively, you can edit an article from its list view, by clicking the Edit icon (  ). 

Unpublish Articles
If you no longer want your article to be available online on your help center, you can unpublish it. You can still access and update the unpublished article from the agent interface, just that it won't be accessible for end-users or crawled by search engines. You can also republish the article using the same permalink or a different one at any time. If users try to visit your unpublished article, they'll see a message that the page doesn't exist.

Here are some key points to keep in mind while unpublishing articles:
  1. When an article is unpublished, the article status will be updated as Unpublished.
  2. Unpublishing an article without a draft is not considered a revision and will not create a new version.
  3. Unpublishing an article having a saved draft will create a minor version of the unpublished content. Additionally, the article will be unlisted from the Drafts view.
  4. If the unpublished article is edited, it gets listed under the Drafts view in addition to the Unpublished view, and both will display the same contents.

To unpublish an article:
  1. Navigate to the article you want to unpublish.
  2. In the Article Detail page, click the Unpublish icon (  ) on the upper-right side of the page.

  3. Click Continue to confirm unpublish.
    The article will be unpublished and listed under the Unpublished view.

  1. You can also unpublish articles from the List view. Hover over an article, click the More icon (  ), and then select Unpublish from the menu.
  2. My Unpublished and All Unpublished views are available only when at least one unpublished article is present.
  3. Articles cannot be unpublished in bulk.

Delete Articles
Deleting an article removes it from your knowledge base. You can delete an article from the list view or from the article's detail view.
To delete an article:
  1. Navigate to the article you want to delete. 
  2. In the Article Detail page, click the Delete icon  ) on the upper-right side of the page.
  3. Click Delete to confirm your action. 
The article will be moved to the Recycle Bin folder available within your knowledge base.

Also Read:      Creating Table of Contents      |      Using Text Styles

    Zoho DataPrep Personalized Demo

    If you'd like a personalized walk-through of our data preparation tool, please request a demo and we'll be happy to show you how to get the best out of Zoho DataPrep.

    Zoho CRM Training

      Create, share, and deliver

      beautiful slides from anywhere.

      Get Started Now

              Zoho CRM Training Programs

              Learn how to use the best tools for sales force automation and better customer engagement from Zoho's implementation specialists.

              Zoho CRM Training

                Zoho SalesIQ Resources

                    Zoho TeamInbox Resources

                              Zoho DataPrep Resources

                                Zoho DataPrep Demo

                                Get a personalized demo or POC

                                REGISTER NOW

                                  Design. Discuss. Deliver.

                                  Create visually engaging stories with Zoho Show.

                                  Get Started Now

                                                        • Related Articles

                                                        • Importing KBase Articles

                                                          You can quickly import your existing list of KBase articles into Zoho Desk. Rather than type or copy-paste articles into the editor, import them from your desktop or a cloud storage service one at a time. When you import a file, the file name and its ...
                                                        • Using Article Versions in Knowledge base

                                                          Versioning helps to keep track of and manage multiple revisions applied to a KBase article. You can view different versions of an article, compare an older version, restore to a previous version, leave a note on a particular version and much more. ...
                                                        • Setting up 301 Redirects for your KBase Articles

                                                          You can change the URLs of articles real quick, and there is no special trick to it. For example, you may want to remove the usage of dates to make the content timeless or update the URL to be in sync with a new title. Or maybe you just didn’t give ...
                                                        • Add, Edit and Delete Contacts

                                                          Contacts, also known as end-users are customers who send in support tickets through one of the many channels you have enabled in Zoho Desk. They can submit tickets, read articles and track the status of their tickets on your Help Center. Also, ...
                                                        • Setting an expiration date for KBase articles

                                                          Knowledge base articles can be time sensitive. Perhaps you have content like announcements or event details that are going to end. Or maybe you have an impending update to the interface that risks the article becoming irrelevant. In these cases, you ...



                                                        Watch comprehensive videos on features and other important topics that will help you master Zoho CRM.


                                                        Download free eBooks and access a range of topics to get deeper insight on successfully using Zoho CRM.


                                                        Sign up for our webinars and learn the Zoho CRM basics, from customization to sales force automation and more.

                                                        CRM Tips

                                                        Make the most of Zoho CRM with these useful tips.

                                                          Zoho Show Resources