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If an article exists in the dashboard but is missing from your public Help Center, check its workspace, publication state, language, and collection before recreating it. A draft, a review proposal, and a public article are different things.

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Find the saved article

  1. Confirm that you are in the workspace that owns the Help Center.
  2. Open Help Center → Articles and select All articles.
  3. Clear the search and check the status and language filters.
  4. Search for the title and open the matching article.
If you submitted content through an AI tool, check Needs review as well. A proposal may still be awaiting review rather than existing as a saved article. Approving a proposed set of new articles creates unpublished drafts; it does not make them public.

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Check article and site publication separately

An article must be published, and the Help Center itself must be live, for customers to browse its published content.
  • In the article editor, check Status. Previewing or saving a draft does not publish it.
  • In Help Center → Home, check the site’s publication state and use View live to open the correct public site.
  • If you submitted an update with Save for review, the existing public version remains unchanged until that update is approved.
Publish only after reviewing the content. Do not switch every draft to Published as a troubleshooting shortcut.

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Check language and collection placement

Open the public site in the same language as the article. Adding a language does not create translated articles, and translations are published separately. Check the article’s Collection in its editor. An uncategorized article is not assigned to the collection you expected. For a translated article, the destination collection needs a translation in that language. A collection with children is a parent section, not a direct article destination. If a collection is absent from the public view, check whether it has published content in the selected language, including any child collections. A collection that exists only in the admin sidebar is not proof of a populated public section.

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Check the address

Use View live from the correct workspace instead of an old bookmark. Compare the article’s current URL slug and language with the link you are opening. If either changed, copy the current public address and update references to it. If the built-in Help Center address works but a custom domain does not, investigate that domain’s DNS and certificate status. Do not change article publication to repair a hostname problem or bypass a browser certificate warning.

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If the article is public but Evelin cannot use it

Public visibility and AI knowledge readiness are separate checks. Open Evelin AI → Knowledge sources and check that the Help Center source is enabled and ready. Drafts are not used as published Help Center knowledge. Importing the same Help Center through its sitemap is not necessary to duplicate that source. If the problem remains, contact your workspace admin or Protodesk support with the article title, workspace, language, public URL, and where it is missing. Do not include API keys or private customer conversations. Related: Create and publish an article, organize collections, and add knowledge sources.