Authoring and publishing an article
Write once, publish for every customer.
When to use
Use this whenever you need a new help article or want to update an existing one: a how-to, an FAQ, a procedure or a decision tree. Articles move through a fixed lifecycle so readers only ever see finished content.
Before you start
- You need the
kb:writepermission to create and edit articles; publishing needs the separate publishing permission, and reviewers need the review permission. - The toggle
knowledge.version_control(default: on) keeps past versions you can view and restore. - The approval-required-for-publish setting decides whether a draft may be published directly or must be sent for review first.
Steps
-
Go to /knowledge/kb and click New Article (
/knowledge/kb/new). -
Give it a title, pick a category, and choose the article layout: FAQ, Procedure or Decision tree.
-
Write the body in the markdown editor (tables, code and images are supported).
-
Save as Draft to preview, or send it for review if approval is required.
-
Click Publish. The article becomes visible to readers and is indexed for search.
-
To change it later, open the article and use edit (
/knowledge/kb/edit/[id]). When you no longer need it, archive it.
Statuses
| Status | Meaning |
|---|---|
| Draft | Being written; not visible to readers. |
| Review | Submitted for approval (only when approval is required before publishing). |
| Published | Live; can appear in search and, if marked public, in the public portal. |
| Archived | Retired; no longer shown to readers. |
Tips & common mistakes
- Pick the category before publishing: an article without a category never appears in the public portal.
- Choose the layout that matches the content (FAQ for short Q&A, Procedure for numbered tasks) so readers scan it faster.
- Preview as a draft before publishing; edits to a published article are visible to readers once saved.
- Do not skip review if your company requires it; a draft cannot be published directly in that case.