What are your best practices for organizing and managing a growing knowledge base? | The place for Zendesk users to come together and share
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adamsalt70020
September 1, 2026
Question

What are your best practices for organizing and managing a growing knowledge base?

  • September 1, 2026
  • 1 reply
  • 18 views

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I’d like to know how other Zendesk users manage things like article categories, duplicate content, outdated articles, and internal linking.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!

    1 reply

    Ifra
    Ifra
    Community Expert
    September 2, 2026

    Hi Adamsalt,

    A few practices that have worked well-

    1. Keep the category structure simple : avoid creating too many categories just because there are more articles.
    2. Use consistent titles and naming so articles are easier to find through search.
    3. Review duplicate and outdated articles regularly and merge or archive them where needed.
    4. Use internal links between related articles instead of repeating the same information in multiple places.
    5. Check article performance : views, searches, and customer feedback can help identify content that needs improvement.
    6. Use search data to find topics customers are looking for but where the existing content is not good enough.
    Thank You
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