Zoho Desk lets you view articles—including knowledge base content—across the platform and mobile apps. This guide covers how to access and display article lists in Zoho Desk.
Why this matters
Support agents need quick access to knowledge base articles to resolve customer issues faster and reduce resolution time. Whether you're browsing articles on desktop or mobile, knowing how to list and filter them keeps your workflow efficient.
Step-by-step
Step 1. Access the knowledge base on desktop
Open Zoho Desk and navigate to the knowledge base section from your main menu. The system displays articles in a list format by default, showing multiple records per page. [5]
Step 2. Adjust the number of articles displayed per page
By default, Zoho Desk shows 10 records per page. To see more articles at once, click the More Actions icon (three dots) at the top of the list and select your preferred page size. You can display up to 50 articles per page. [1] The system remembers your choice for future visits. [4]
Step 3. Sort your article list
While viewing articles, you can organize them by:
- Modified Time — shows recently updated articles first [1]
- Relevance — displays articles based on how often your search keywords appear in them [1]
- Category, priority, status, or creation time — sort by these fields to match your workflow [5]
Click the sort option at the top of the list to apply your preference.
Step 4. Filter articles by agent or date
Click the Filter icon at the top of the page. Select an agent name and due date or start time to narrow the list. [6] This is especially useful when you want to see articles assigned to specific team members or created within a date range.
Step 5. Use predefined list views
Zoho Desk provides standard views that organize articles automatically. Select a view from the left menu—such as All Tasks, Open Tasks, or My Tasks—to see articles grouped by status or ownership. [5] On your first visit, the system shows All Tasks; on subsequent visits, it remembers and displays your most recent view. [5]
Step 6. Create a custom list view
If predefined views don't match your needs, build your own. Define custom criteria—such as specific agents, departments, or date ranges—and save the view. Your custom views appear in the left menu alongside standard views. [5]
Step 7. Access articles on mobile
Knowledge base articles are available in the Zoho Desk mobile app for both iOS (version 2.4.9 and later) and Android. [2] [7] Open the app, navigate to a ticket, and tap the Tasks or related information icon to see linked articles and tasks.
Step 8. Select multiple articles at once
To manage several articles together, use the Shift key to select a range. Click the first article, hold Shift, then click the last article in your range. This works in both classic and compact views. [1] Once selected, you can perform mass actions like update, delete, or assign. [4]
Common pitfalls
- Alphabet search only searches by first name by default. If you need to search by last name, change the Name Format in Setup first. [1]
- Advanced search doesn't support sorting. If you use advanced search, you won't see sort options; use quick search instead to access sorting features. [1]
- Page size resets if not saved. Always confirm your preferred page size (up to 50 records) through the More Actions menu, or the system reverts to 10 records per page. [4]
What to check
- Verify that your selected page size persists after you leave and return to the article list.
- Confirm that your custom list view appears in the left menu and applies the correct filters.
- Test that Shift+Select works across the range of articles you intended to select, especially if you're using compact view.
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*Beam Help — independent expert support for Zoho. This article is not official Zoho support.*