Using the Trash folder for articles and topics

The Trash folder allows you to recover deleted content from your knowledge base or community. Instead of being permanently removed immediately, deleted items are moved to a Trash folder and can be restored later.

What can be trashed?

You can move the following items to Trash:

• Knowledge base articles
• Community topics (questions, ideas, problems, discussions)
• Categories (along with all nested content)

How to move an item to Trash

• Use the Trash action from the dropdown menu of an article, post, or category
• Use bulk actions in list views to move multiple items at once

Note: Only Admins or Owners can move items to Trash if required by your permission settings.

Accessing the Trash folder

• Navigate to the article or topic list
• Use the filter at the top to switch to the Trash view
• From there, you can:
  • Restore selected items
  • Permanently delete selected items (Admins & Owners only)

Auto-deletion

Items in the Trash folder are automatically and permanently deleted after 30 days.

Permissions

• Agents can move items to Trash if permissions allow
• Only Admins and Owners can permanently delete or restore trashed content

Example use case

A team member deletes an important article by mistake. Instead of recreating it, an Admin restores the item from Trash within the 30-day retention window.

This feature provides a safety net for support teams and helps avoid permanent loss of important content.