Plan requirement
| Subscription | Suite Team or higher, Knowledge Professional or higher |
| Access | Agent |
Section order is manual, and the first three articles are what most readers see. Worth deciding rather than accepting.
Set the order
- Check the section's Order articles by setting first. Dragging only works when it is set to manual; on creation date or alphabetically the order is not yours to set.
- In Knowledge, click Arrange content in the sidebar and drill down to the section.
- Put the cursor on the grabber at the end of an article and drag it into position. There is no save: the change is live in your help centre straight away.
You can also tick Promote article in an article's settings, which pins it above the rest.
Order by how common, not how important
The distinction that matters. The article you think is most important is often not the one most people came for.
Look at your view counts and put the most-read first. That is the order that serves the most readers, and it is rarely the order somebody would choose from intuition.
Except for getting started
Where a section has an article that gives context for the rest, that goes first regardless of views. A reader dropped into step four of a process without the overview is worse off.
Promoting an article
Useful for something temporarily important: a known problem, a change everyone is asking about. Promote it, and remember to clear Promote article again when it stops being urgent.
A promoted article from last winter still sitting at the top is a small signal that nobody is looking after the help centre.
Revisit occasionally
Order set when the section had four articles is rarely right when it has fifteen. It takes two minutes and it is worth doing when you add anything.
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