Help center limits: 4 checks before you publish

• Zendesk states you can create a maximum of 40,000 total articles, excluding translations, according to Zendesk.
• Microsoft notes there's no limit to the number of articles that can be attached to a knowledge article, but the file size mustn't exceed 32 MB, according to Microsoft.
• Intercom says you can select up to 12 published articles in your Help Center, according to Intercom.
• Check the account that will create articles, and assign every new article to a section.
• Set the web address path, language, categories, tags, meta description, visibility, and head HTML before the article goes out.

These limits are not universal; each applies only to the publisher that states it. You must check the specific rule for the tool you are using before publishing. The table below lists the four limits, with each publisher named in its row.

Zendesk defines the total number of articles you can create in the knowledge base as 40,000, excluding translations, according to Zendesk. This cap applies to the total count of articles in the system. Microsoft specifies that there is no limit to the number of articles that can be attached to a knowledge article, but the file size must not exceed 32 MB, according to Microsoft. This rule applies to files attached to a knowledge article. Intercom allows you to select up to 12 published articles in your Help Center, according to Intercom. This limit governs how many published articles you can select. Intercom also notes that DNS changes can take up to 72 hours to take effect, though they typically happen much faster, according to Intercom. This wait time applies to domain changes for the Help Center.

Zendesk states that you can create a maximum of 40,000 total articles, excluding translations, according to Zendesk. This count applies to the total number of articles in the knowledge base. Translations are not included in this 40,000-article limit. The limit is a hard cap on the number of distinct article records you can maintain.

When you create an article, you must assign it to a section, according to Zendesk. Articles must be placed in a section and can use formatting, links, images, tables, labels, tags, attachments, and visibility settings to control who can view and manage them, according to Zendesk. This requirement means every article needs a specific location within your knowledge base structure before it can be saved. You cannot leave an article unassigned. The section assignment is a mandatory step in the creation process.

Knowledge admins can create new articles in the knowledge base, according to Zendesk. If you are a customer success manager publishing articles for a new customer, ensure that the user account you are using has the knowledge admin role. Check your user permissions before starting the publication process. For the wider first week, read Onboarding tools: compare 4 customer project plans.

The 40,000-article cap is a total count for the entire knowledge base. It does not apply to one section or one category. If you have multiple sections, the total number of articles across all sections cannot exceed 40,000. This limit is exclusive of translations, so if you have translated versions of articles, they do not count toward this number. However, the original articles do count. Plan your article count accordingly if you anticipate a large number of help topics.

To manage this limit, consider consolidating related topics into fewer, more comprehensive articles. This approach reduces the total article count while still providing the necessary information. Use the formatting and linking capabilities mentioned by Zendesk to create rich, detailed articles that cover multiple related topics. This strategy helps you stay within the 40,000-article limit while maintaining a comprehensive help center.

When preparing attachments for a help article, Microsoft states that there is no limit to the number of articles that can be attached to a knowledge article, provided the file size does not exceed 32 MB according to Microsoft. This specific 32 MB threshold applies to the file size constraint mentioned in the documentation for creating and managing knowledge articles.

For images, Microsoft notes that one or two images can be copied at a time, as long as the total size of the images together does not exceed 5 MB according to Microsoft. This 5 MB limit applies specifically to the combined size of the images being copied in a single action. One or two images can be copied at a time, and the total size of the images copied together must not exceed 5 MB. This rule distinguishes image copying from general file attachment, imposing a stricter size constraint on visual assets.

Regarding uploads and downloads, Microsoft specifies that these actions are supported for files up to 4 MB only according to Microsoft. This 4 MB limit applies to the upload and download process for knowledge article attachments. It is important to note the difference between the 32 MB attachment limit and the 4 MB upload/download support limit. While an attached file can be up to 32 MB, the system supports uploading and downloading files only up to 4 MB.

To manage these constraints effectively, review your file sizes before publishing. If a file exceeds 32 MB, you must reduce its size or split the content. For images, ensure the combined size of any two images being copied does not exceed 5 MB. For uploads and downloads, keep files up to 4 MB to ensure full support. These limits are specific to the Microsoft documentation provided and do not apply to other help desk platforms. Always verify file sizes against these specific thresholds to avoid issues during publication and user access.

Check your attachments against the 32 MB file size limit, the 5 MB image copy limit, and the 4 MB upload/download support limit before you publish.

Intercom defines specific numerical boundaries for the content and configuration elements within the "Customize your Help Center" interface. These limits apply to the selection of featured content, the structure of footer navigation, and the timing of domain propagation. Understanding these constraints is essential for planning the initial layout of a new customer's help portal.

Published article selection

When configuring the main view of the help center, you can select up to 12 published articles in your Help Center, according to Intercom. This cap determines the maximum number of items that can be highlighted in that selection. If your first-week onboarding plan includes more than twelve distinct help topics, you must prioritize which twelve articles appear in this prominent area.

Footer link capacity

The footer area provides space for external navigation. You can add up to 3 links to other webpages, such as your blog or community, according to Intercom. This limit applies specifically to the standard footer link slots. If your customer success strategy requires directing users to more than three external resources, such as a status page, a community forum, and a blog, you will need to choose which three links fit within this constraint. Additional external destinations cannot be placed in this specific footer section beyond the three-link limit.

Social media branding

Beyond standard webpage links, the footer supports social media integration. You can brand your footer by uploading a logo, adding up to 16 social media links, and grouping footer links in the layout you chose for easy organization, according to Intercom. The sixteen-link allowance for social media is separate from the three-link allowance for other webpages. This distinction allows you to maintain a full social presence in the footer without consuming the limited slots reserved for other external webpages.

Domain change timing

If you are connecting a custom domain to the help center, timing is a critical factor. Intercom says DNS changes can take up to 72 hours to take effect but they typically happen much faster, according to Intercom. It does not guarantee that the change will take the full seventy-two hours. In practice, the update often completes sooner. However, you must plan for the possibility that the domain will not be live for up to three days. This wait time is a constraint on when the custom URL becomes active for visitors.

Planning the first week

For a customer success manager publishing articles for a new customer's first week, these Intercom limits require immediate attention. You must select no more than twelve articles for the featured view. You must limit the footer to three external webpage links. You can include up to sixteen social media links in the footer. Finally, you must initiate any custom domain changes early in the onboarding process to account for the potential wait of up to 72 hours. These specific counts and timings are stated by Intercom for their help center customization features. You can also read Grant access with 4 vendor start rules before day one and Verify 7 onboarding checklist items across 5 tools.

Before you publish the first-week help articles, review the customizable fields available in the knowledge base article creation interface. HubSpot states that knowledge base articles help visitors find organized, self-service information without contacting your team, according to HubSpot. This definition frames the purpose of the fields you will configure next.

HubSpot allows you to customize the article’s web address path, language, categories, tags, meta description, visibility, and head HTML, according to HubSpot. Each of these fields serves a specific function in how the article appears and behaves for your new customer.

The web address path determines the address for the article. A clear, concise path helps visitors understand the article’s topic at a glance. The language setting ensures the article is served in the correct language for your audience. Categories and tags organize the article within the knowledge base structure, making it easier for visitors to navigate. The meta description provides a brief summary of the article content. HubSpot notes that this description will appear in search results below the article title, according to HubSpot. The visibility setting controls who can access the article. The head HTML field allows for additional code insertion in the article’s header section.

In addition to these static fields, HubSpot provides scheduling capabilities. You can also schedule a knowledge base article to publish or unpublish at a later date and time, according to HubSpot. This feature is useful for coordinating article releases with other onboarding activities or for retiring outdated content on a specific date.

When configuring these fields, consider the following practical steps for your new customer’s first week:

1. Draft the meta description carefully. Since this text appears in search results below the article title, it should clearly state what the visitor will learn. Avoid vague language.
2. Select appropriate categories and tags. These fields help organize the self-service information. Ensure they align with the topics your new customer will encounter in their first week.
3. Set the web address path. Choose a path that is short, descriptive, and easy to remember.
4. Configure visibility. Customize visibility for the article.
5. Plan the publish date. If you are coordinating the release of multiple help articles, use the scheduling feature to ensure they go live at the intended time.

These fields are part of the broader process of creating and customizing knowledge base articles. By setting them correctly, you ensure that the self-service information is accessible and well-organized for your new customer.

A team prepares help articles for a new customer's first week. They choose 12 articles for the main selection and leave other topics out of that selection. They add 3 links to other webpages and 16 social links in the footer. They copy 2 images at a time and keep that pair within the image-size rule. They set 7 fields on the article: address path, language, categories, tags, meta description, visibility, and head HTML. They schedule 1 article to publish on a later day. This walkthrough uses round numbers only so you can rehearse the checks.

Today, write these four limits on a note before you publish: 40,000 articles, 32 MB, 12 published articles, and up to 72 hours for a domain change.

What article maximum does Zendesk state?

You can create a maximum of 40,000 total articles, excluding translations, according to Zendesk.

What file size does Microsoft state for a knowledge article attachment?

Microsoft states that the file size for attachments must not exceed 32 MB, according to Microsoft. There is no limit to the number of articles that can be attached to a knowledge article. However, each individual file must stay within the 32 MB size constraint.

How many published articles does Intercom say you can select?

This limit applies to the selection of featured articles. You cannot select more than 12 published articles for this specific customization option.

How long does Intercom say a DNS change can take?

Intercom says DNS changes can take up to 72 hours to take effect, according to Intercom. However, Intercom notes that these changes typically happen much faster than the maximum wait time. The 72-hour figure represents the upper bound for the process.

What does HubSpot say a knowledge base article helps a visitor do?

HubSpot says knowledge base articles help visitors find organized, self-service information without contacting your team, according to HubSpot. This functionality allows visitors to access information independently. It supports self-service by providing organized content directly to the user.

This post is general operational information, not legal advice about notice periods or renewal clauses. It does not promise that any method keeps a customer. A review model checked the facts once, and that check can miss errors, so open the sources before you act.