Choose all public or selected Helpdesk content
Choose whether a Helpdesk follows all eligible public articles or an explicit folder and article selection Follow a safe workflow, verify the customer-facing result, and isolate common problems.
Choose whether a Helpdesk follows all eligible public articles or an explicit folder and article selection This guide keeps the work focused on Helpdesk content selection and provides a repeatable path that a new Humind user can follow without changing unrelated configuration.
A Humind Helpdesk is a published projection of eligible public Knowledge. It has its own address, content selection, languages, appearance, navigation, support destination, metadata, and immutable publication versions. Editing the configuration or Knowledge does not change the public site until a new coherent version is published.
Before you begin
Access: Helpdesk and Knowledge write permissions are required to change the selection.
- List the intended audience and content boundaries.
- Confirm every candidate article is published, public, active, and Helpdesk-eligible.
- Review folder descendants before selecting a folder.
Work in the smallest owning area described below and keep the current customer-facing state available while you prepare the change. Before clicking any final action, confirm the active company, Agent, store, language, and market shown in Humind. A missing control can indicate read-only access or a capability that is not configured for this company. In that case, record the intended task and ask an administrator to review the exact permission or dependency. Do not bypass the boundary by sharing an account, copying data into another area, or promising a capability that the workspace does not expose.
Step-by-step workflow
Confirm the scope and current state
Open the Helpdesk content area and compare all-public mode with selected-content mode for the current maintenance model.
- Confirm the active company and Agent before editing.
- Record the current state so the result can be compared after the change.
- Stop if the screen or permission does not match the intended task.
Prepare the change
Use all-public when every eligible article should join automatically, or selected mode when the center needs a controlled subset.
- Use the smallest change that completes the customer task.
- Keep authoritative information in its owning source.
- Review labels, dates, language, and customer-visible wording before saving.
Save and allow required processing to finish
For selected content, review folder inclusion, descendant behavior, individually selected articles, and search results before saving.
- Wait for the interface to confirm that the change is saved.
- If synchronization, indexing, or publication is required, wait for its final state.
- Reload the area and confirm the saved values persist.
Test the complete customer journey
Use Helpdesk test to inspect the full candidate, then publish once only after confirming that no eligible article is unexpectedly included or omitted.
- Use a fresh session and a realistic customer scenario.
- Check desktop and mobile when the result appears on a storefront.
- Capture the exact failing step if the outcome differs from the expectation.
Important limits and operating notes
- A successful save confirms persistence, not every downstream synchronization or public update.
- Workspace permissions can hide an area or allow reading without allowing changes.
- Do not copy volatile catalog, account, or customer facts into narrative content as a workaround.
- Test only supported capabilities that are visible and configured for the current company.
- Keep changes in Helpdesk content selection separate from unrelated Agent, Knowledge, catalog, Inbox, or Helpdesk work.
Verify the result
- The saved content mode matches the maintenance decision.
- Expected folders and articles appear in the candidate.
- Excluded content stays absent without being deleted from Knowledge.
- The live site remains unchanged until deliberate publication.
Keep a short record of what you tested, which customer scenario you used, and what changed. This makes later troubleshooting more precise and helps another teammate reproduce the result without relying on memory.
Troubleshooting
A selected folder contains unexpected articles
Check whether descendant folders are included and whether those articles are independently selected or eligible through another chosen folder.
A public article is missing
Verify article type, status, public visibility, active period, Helpdesk eligibility, language, and saved selection. Fix the first failing condition.