Knowledge

Hi Everyone, When a Knowledge Base grows over time, one common problem is that users can’t find the right article even when the information already exists.Here’s one approach I’ve found useful when working with Zendesk Guide:1. Start with one clear intent per articleInstead of putting multiple topics into one long article, try to keep each article focused on one specific question or task.2. Use meaningful H2/H3 headingsBreak long content into sections such as:Before you start How to configure it Step-by-step instructions Troubleshooting Frequently asked questionsThis makes the content easier to scan and understand.3. Keep terminology consistentIf you call something “API Token” in one article, avoid calling it “API Key” somewhere else unless they are actually different things. Consistent terminology helps both users and knowledge retrieval.4. Write headings around user intentInstead of configuration try SSO in ZendeskThe second heading gives much more context about what the section actu

Does Zendesk Knowledge Copilot support the ingestion of customer-specific internal data sources beyond Zendesk Help Center content? If so, what options are available for integrating and maintaining proprietary knowledge, and how does the AI leverage that data when generating responses?

Hi everyone, I run into strange difficulties with the new editor. It creates single links for each <br> inside a hyperlink. For example, this line:  <p> <a href="https://www.example.com">This<br>is<br>a<br>hyperlink.</a></p> …will be converted to:  <p> <a href="https://www.example.com">This</a><br> <a href="https://www.example.com">is</a><br> <a href="https://www.example.com">a</a><br> <a href="https://www.example.com">hyperlink.</a></p> …which is a different thing, particularly when links have a padding or a similar styling. For us, this is a serious issue, as it breaks the layout of many existing links. Does anyone else have this problem? 

I have a Confluence site with pages in English. These pages are SOP’s to support a multilingual company.When an end-user sets their help center language to French, they will not find any of these pages unless they change their HC language to English. How are these languages set? Is that based on the languages set in Confluence?Does this work in a similar way for PDFs? 

We've been working on screenshot automation for years, but we've just launched on the Zendesk Marketplace. Woohoo. :-)LaunchBrightly automate product screenshot capture and sync screenshot updates directly back to your Zendesk Help Center articles.If you've ever maintained documentation, you know the drill. Your product changes. The screenshots in your articles slowly drift out of date. Then one day you realize you're showing an old version of your product to customers. We aim to remove that manual work. You create an automation recipe once, and continuously generate fresh screenshots of your product.In our case, we now connect to Zendesk natively, read existing articles, identify which screenshots have drifted from the current product, and then help update those images directly in the articles. Since many customers generate a fresh set of screenshots every Sunday, keeping documentation current becomes largely automatic.It's one of those wonderfully unglamorous problems that almost eve

Hi everyone,As a knowledge base grows, I find it increasingly difficult to keep articles organized and easy for customers to find.I’d like to know how other Zendesk users manage things like article categories, duplicate content, outdated articles, and internal linking.Do you have a process for regularly reviewing and updating knowledge base content? Also, which metrics do you use to determine whether an article is actually helpful to customers?I’d appreciate hearing about any workflows or best practices that have worked well for your team.Thanks!

We were made aware of the following:  Zendesk is retiring older versions of the Help Center Templating API. Themes built on v1, v2, or v3 will be phased out over the next year, and everything moves to v4.   The timeline is as follows: September 14, 2026 — new Zendesk accounts can no longer install themes on v1–v3 Around March 1, 2027 — importing v1–v3 themes is blocked for all accounts By July 31, 2027 — all Help Center themes must be on v4  This was shared by Patrycja Walencik, Senior Product Manager at Zendesk Knowledge with Zendesk vendors and Marketplace partners via partner channels only. What this means for Zendesk customers:All purchased themes based on Templating API v1, v2 or v3 will eventually become obsolete. Themes based on Templating API v4 use React/Garden forms implementation. Updating your existing theme to use Templating API v4 is exponentially more complicated than a few code changes. You will be forced to either use Copenhage

We are mid-implementation of Zendesk, and are very excited to leverage the Knowledge Centre.  I was also very interested in using articles with the KCTemplate label to ensure that our teams are creating consistent articles.What has surprised me, is that our Agent-level users are *unable* to use the templates when a New Knowledge article is created from a Ticket.Administrators are able to see it, however Agents are only able to see the “New Article” with no template option.Have we mis-configured roles/permissions somewhere?  Our intent is to permit ALL team members to create articles as they come across items that would be of value - but instead are only able to use the non-templated version of Knowledge Article creation.

Please give a quick overview of your product feature request or feedback and note who in your organization is affected by this issue [ex. agents, admins, customers, etc.] (2-3 sentences)Following the general availability of Jira as an external knowledge source, we want to connect more than one Jira instance to our Zendesk account so content from all of them is available across our knowledge experiences. Zendesk Support confirmed we can currently only integrate one Jira account with one Zendesk account. This affects admins setting up knowledge sources, and agents and end users who rely on search, generative search, and AI agents returning complete answers. What problem do you see this solving? (1-2 sentences)It would let our AI agents and search draw on Jira knowledge from every instance our organization uses, rather than only the single one we're forced to pick. When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this

Please give a quick overview of your product feature request or feedback and note who in your organization is affected by this issue [ex. agents, admins, customers, etc.] (2-3 sentences)Following the general availability of Jira as an external knowledge source, we want to connect more than one Jira instance to our Zendesk account so content from all of them is available across our knowledge experiences. Zendesk Support confirmed we can currently only integrate one Jira account with one Zendesk account. This affects admins setting up knowledge sources, and agents and end users who rely on search, generative search, and AI agents returning complete answers. What problem do you see this solving? (1-2 sentences)It would let our AI agents and search draw on Jira knowledge from every instance our organization uses, rather than only the single one we're forced to pick. When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this

Recently, Zendesk PDF article attachments were announced as being supported by the PDF Ingestion EAP () It’s not entirely clear to me what this means (or how it works).Does this mean that it can read PDF from articles in a Zendesk HC that has been added as an external source? Or does that also include PDF added to your own articles? (Which I’d prefer) When testing, the latter did not seem to work. (I tried the same PDF from a Google Drive external connection and that worked) 

Given the need to secure attachments in Zendesk, we have implemented format restrictions, but we cannot completely prohibit the sending of attachments, particularly via email. However, on contact forms, we wish to remove the option for users to upload attachments. We have hidden the section using JavaScript code, but our security teams, when testing, successfully bypassed the scripts and attached a file. So what does Zendesk offer to disable the addition of attachments via configuration rather than JavaScript?

When I first started using Zendesk, my queue would auto refresh and show when a new ticket came in. Now, I have to refresh my screen every couple min to make sure I'm not missing new tickets.Also, I use to be able to change my status of a ticket (example: from "new" to "on hold") and it would close out the ticket. Now, I have to psychically close the ticket myself.Any ideas on what changed? It gets old having to refresh my queue and I keep missing when a ticket comes in.Thanks,

Hi everyone, I run a content site called Crabguide, one of our newer pages that is getting a surprising amount of traffic is our hermit crab egg identification guide, and readers are reaching me through three different channels now, email, blog comments, and Instagram DMs, and I keep losing track of who I already replied to.I am looking at Zendesk mainly for the multi-channel piece rather than heavy ticket automation, since I am still just one person. Does the entry-level plan actually pull in social DMs and comments cleanly, or is that a higher-tier feature? Would love to hear from someone running a small one-person operation who consolidated channels like this.Thanks!

Hi all,We're trialling a web crawler so our website content can support the Help Centre search and our AI bot. The catch is that we only need part of the site, not all of it; and as far as I can tell, the crawler offers no include/exclude path rules.The approach we're considering is to publish a dedicated sitemap (e.g. /zendesk-sitemap.xml) containing only the URLs we've reviewed and approved, and point the crawler at that instead of the main one.Has anyone run the crawler against a purpose-built sitemap rather than the site's primary one? Any issues with it being picked up or validated?Any experience welcomeThanks!

As AI becomes a primary way customers get answers, we’ve had to rethink how our content is structured, not just what we publish.For us, the biggest shift has been making sure our knowledge content is AI-ready from the start.What we changedWe started by restructuring our knowledge articles with a few key principles:Clear headings and summaries so answers are easy to extract Combining related topics into a single article to reduce fragmentation Writing content to directly answer potential customer questions, not just describe a topicWe also began using AI to identify gaps where content was incomplete or didn’t fully address what a customer might ask. That helped us move from reactive documentation to something much more proactive.What happened nextThe impact was bigger than we expected.By simply rewriting and consolidating articles:We increased our resolution rate by ~20% Our AI agent began delivering higher-quality answers We saw improvements in BSAT And a reduction in tickets escalatin

One thing I learned in Zendesk that every new user should know is the importance of understanding ticket flow and ownership.Before taking any action on a ticket, check the ticket details, requester information, conversation history, assigned group, and current status. If a ticket needs to be transferred, first identify the correct department. If you are unsure which team owns the request, reach out to the relevant groups or helpdesk channels instead of transferring it randomly.Using proper assignment, internal notes, and clear communication helps avoid delays, duplicate work, and confusion between teams. A well-managed ticket is not just about resolving the issue—it’s about making sure the right team has the right context to resolve it faster.

Hi allWe have a system which is on the following platforms:.NET Web application. Android (native). iOS (native). Android and iOS (.NET Maui).Users login to whichever platform they want to use and are authenticated using our own authentication code. I want to make some of the knowledge base pages visible only to our users and I am a bit confused about the best approach to take. I have seen some mention of SSO - but I can’t quite work out if that will work for this scenario and couldn’t see clear implementation instructions. Will our users will then need to create a separate Zendesk account for this to work, and also which option would be the the most suitable.Would be interested to hear from anyone who has got this working.Thanks

Will Zendesk provide a dedicated dataset, reporting capabilities, or API access for Knowledge Copilot activity? Specifically, we are interested in understanding whether usage metrics, user interactions, AI-generated responses, feedback, and other performance data will be available for reporting, analysis, and continuous improvement of the knowledge experience.

As AI becomes a key channel for delivering answers, our approach to content is shifting from simply creating more content to creating smarter, structured, and more useful content.Earlier, content creation was mainly focused on documenting information. Now, we focus on making content easier for both users and AI systems to understand by improving structure, clarity, and consistency. We are working towards creating content that is searchable, well-organized, and provides direct solutions to user needs.We are evolving our content strategy by: Reviewing existing content and identifying gaps, outdated information, and areas that need improvement. Creating content with clearer titles, structured sections, and simple language to improve discoverability. Updating content based on user queries, feedback, and common support challenges. Maintaining better content governance to ensure information stays accurate and relevant. To decide what content needs changes, we look at: Frequently asked

Can anyone from Zendesk clarify or point to any article that explains if or what changes to  Help Center & Gather are captured in the Audit logs?  As a the public facing KB/Access point I find it odd that there appears to be zero loging in the audit logs for theme changes, them edits, etc.... I hope this is a oversight in documentation, else this enterprise tool has a MAJOR gap.   -Dk

Hey Folks!We have been running Zendesk for our university student community for over a year now, and while our knowledge base continues to grow, we are now focused on improving its effectiveness rather than simply increasing the number of articles.Some areas we are currently exploring include:• Identifying outdated or underperforming content• Measuring true article effectiveness beyond page views• Improving searchability and content discoverability• Reducing recurring tickets through knowledge enhancements• Creating stronger departmental ownership of articlesFor organizations that have had their knowledge base in place for a few years, what were the biggest improvements you made after the initial implementation phase?Would love to learn from your experiences.

I think AI is pushing content strategy from “Do we have an article for this?” to “Can this content produce a clear, trusted answer?”That has been the biggest shift for me.A lot of help center content was originally written for humans to browse, skim, and interpret. But when AI becomes the delivery layer, the content has to work differently. It needs to be easier to retrieve, easier to summarize, and less dependent on a person connecting the dots.The main changes I’m thinking about are: Making answers more direct and explicit Breaking long articles into cleaner sections Using headings that match real customer questions Removing duplicate or outdated guidance Adding the “what to do next” when an answer has exceptions Paying closer attention to the questions agents keep answering manually I also think governance becomes a much bigger deal. If two articles say slightly different things, a human might notice the nuance. AI may just pick one and confidently deliver the wrong versio

What level of control do administrators have over AI-generated responses? Specifically, can organizations customize the structure, formatting, tone, response templates, or output behavior to align with internal standards and business requirements?

As part of our ongoing goal to improve our help center articles for AI AND human consumption, we’ve been attempting to do some format standardization. Zendesk has some features that can help towards this, but there was a significant gap that I found, which led me to using Claude Skills to assist.What Zendesk CAN do: you can create help center article “templates” to guide the creation of new articles. you now have more flexibility to select a specific font color. It used to be a limited selection, and our brand color was not included! But I see that recently, that has changed and we could put in our exact brand color #784FFF if we wanted.What Zendesk CAN’T do:You can’t apply a template to existing articles. You can’t add borders to a screenshot. My previous workaround was to create a 1x1 table to act as a border but it was not pretty! You can’t ask Zendesk to remember your general formatting rules and ask it to apply them across many articles. How I have used Claude:I worked with Claude