Easy Tech TutsHow to Set Up a Zendesk Knowledge Base Easily 2026
By Impran M N
Standing up a self-service portal gives customers a place to find answers instead of relying entirely on your support team. This guide covers activating Zendesk Guide, organizing your content structure, writing your first articles, and confirming everything displays correctly before going live.
01Activate your Help Center
Click the Products menu and select Guide to turn on your default customer portal.
02Build your directory structure
Arrange broad Categories and more specific Sections to map out clear navigation paths for users.
03Write your first article
Click Add Article and use the rich text editor to compose clear instructional content.
04Configure tags and visibility
Assign search optimization tags and set viewer permissions so the right audiences can access each article.
05Preview before publishing
Use the live review option to see exactly how your articles will appear to end users.
06Publish your content
Click Publish to push your knowledge base articles live to the public directory.
Frequently asked questions
How is a Category different from a Section?
Categories are the broad top-level groupings, while Sections sit inside them to organize related articles more specifically.
Can I keep some articles internal only?
Yes, visibility permissions let you restrict certain articles to internal teams instead of publishing them publicly.
Do I need to write everything before publishing?
No, you can publish articles individually as they're ready rather than waiting for the entire knowledge base to be complete.
How do customers find these articles later?
Once published, articles become searchable through the Help Center's built-in search, which end users can access directly.
Watch the full walkthrough
The same steps, demonstrated on screen from start to finish.
