Pinning an article to the top of a section

Promoting an article puts it at the top of its section, above the normal order. Best used for weeks, not for years.

Promoting an article puts it at the top of its section, above the normal order. Best used for weeks, not for years.

Promote an article

1. Open the article and click Edit article in the top menu bar.
2. If the Article settings panel is not showing, click its icon to expand it.
3. Click the Placement card, scroll to Labels and click Promote article.

It then sits at the top of its section whatever sorting the section uses, which is the point: promotion overrides the order rather than nudging it. Depending on the theme it may also appear on the home page.

What it is for

• An outage or a known problem people are calling about now.
• A change that has just taken effect.
• The one article a new customer should read first.

The failure mode

Promoting is easy and unpromoting is forgotten. Six months on, a section leads with an announcement about a release nobody remembers, and the article people want is below it.

Give every promotion an end date when you make it, even if that date only lives in your own calendar.

Two or three, not ten

Promotion works by contrast. A section where half the articles are promoted has invented a second ordering, and readers learn to ignore it.

Review them on a schedule

Once a quarter, look at every promoted article and ask whether it is still the thing you would put first today. Most will not be.

See also

• Setting the order within a section
• Organising articles with Arrange Articles
• Article lists for other cuts of your knowledge base