Content last updated 2025-12-23

Knowledge center

Documentation on Zendesk knowledge center

Understanding knowledge center

What is the knowledge center

Zendesk knowledge center (formerly “Guide”) is the system that manages the support portal and related matters, such as:

  • Help articles
  • General appearance
  • Built-in integrations

A more general way to think of it is that it is the Help Center.

Accessing the knowledge center

For those with access to the knowledge center (varies from instance to instance and brand to brand), you can access it by clicking the 4 squares in the top-right of a Zendesk page and then select Knowledge. This will open up the Zendesk Guide in a new tab.

An alternative method is to use the direct link to it:

Components of the knowledge center

Position Icon Meaning Direct links
1 Manage articles Global - US Government
2 Moderate content Global - US Government
3 Arrange content Global - US Government
4 Customize design Global - US Government
5 User permissions Global - US Government
6 Settings Global - US Government

Current knowledge center settings

These settings are documented here for reference and should rarely be changed.

Help center settings

For Zendesk Global
  • Content management
    • Anonymous voting on articles
    • Content moderations
      • Moderate all content
    • User profiles
  • Service catalog
    • Turn on service catalog
  • Security
    • Display unsafe content
    • Require sign in
    • Allow email notifications for restricted articles
  • Requests
    • Set the default sorting for comments in my requests: Sort by oldest comment to newest
    • Enable agents to manage requests from Help Center
  • Integrations
    • Google Analytics
    • Powered by Zendesk logo
    • Turn on anonymous user tracking
For Zendesk US Government
  • Content management
    • Anonymous voting on articles
    • Content moderations
      • Moderate all content
    • User profiles
  • Service catalog
    • Turn on service catalog
  • Security
    • Display unsafe content
    • Require sign in
    • Allow email notifications for restricted articles
  • Requests
    • Set the default sorting for comments in my requests: Sort by oldest comment to newest
    • Enable agents to manage requests from Help Center
  • Integrations
    • Google Analytics
    • Powered by Zendesk logo
    • Turn on anonymous user tracking

Article verification

We do not use this on any instance at this time.

Language settings

  • For Zendesk Global
    • English: GitLab, Inc.
  • For Zendesk US Government
    • English: GitLab

Search settings

For Zendesk Global
  • Search sources
    • GitLab, Inc.
    • GitLab Documentation
  • Featured articles
    • None
  • Quick answers
    • Show quick answers for search queries
  • Crawlers
    • docs.gitlab.com
  • Search filters
    • GitLab Documentation
For Zendesk US Government
  • Search sources
    • GitLab
    • GitLab Documentation
  • Featured articles
    • None
  • Quick answers
    • Show quick answers for search queries
  • Crawlers
    • docs.gitlab.com
  • Search filters
    • GitLab Documentation

Gather settings

For Zendesk Global - [ ] Activate community - [ ] Enable @mentions - [ ] Enable alias - [ ] Enable user badges - [ ] Allow all users to add content tags to their community posts
For Zendesk US Government
  • Activate community
  • Enable @mentions
  • Enable alias
  • Enable user badges
  • Allow all users to add content tags to their community posts

Administrator tasks

Modifying knowledge center settings

To modify the knowledge center settings:

  1. Access the knowledge center
  2. Go to the Settings icon
  3. Make modifications to the settings you wish to change
  4. Click the relevant button to save the changes (it can vary from page to page)
Articles
Documentation on Zendesk articles
Categories
Documentation on Zendesk categories
Management permission groups
Documentation on Zendesk management permission groups
Sections
Documentation on Zendesk sections
Themes
Documentation on Zendesk themes
User segments
Documentation on Zendesk user segments
Last modified February 12, 2026: Remove aliases from frontmatter (f895738e)
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