If you or your team spend time in your knowledge base, you've probably noticed a small heart or "Follow" button on articles — and, depending on your theme, on author profiles too. This is the Follow/Unfollow feature, and it's designed to help your internal team keep track of the content that matters most to them.

What it does

Follow/Unfollow lets a logged-in team member "subscribe" to a specific article (or author) with a single click. Once you follow something:

• The item is marked as followed for you personally — you'll see a filled-in heart or a "Following" label wherever that article or author appears.
• A follower count on the article ticks up, so anyone viewing the page can see how many teammates are following it.
• You gain an easy way to find that content again later — themes that support it show a dedicated "Followed Articles" list, so your followed content lives in one place instead of getting lost in the wider knowledge base.

Unfollowing is just as simple: click the same button again, and you're removed from the article's follower list. The count drops, the button reverts to its unfollowed look, and the article disappears from your followed list.

Who can use it

This feature is built for your internal team — the people who log into your knowledge base as authenticated users (agents, authors, admins) — rather than the general public reading your help center. If your customers browse your public-facing articles anonymously, they won't see a Follow button; it's a tool for the people maintaining and using the knowledge base day-to-day, not an end-reader feature.

Why it's useful

Think of it as a lightweight way to keep an eye on content without having to manually revisit it:

• Stay informed on changes, without checking manually. If you turn on the "Notify Weekly About Changes In Followed Articles" setting, you'll get a weekly email summarizing what's changed across everything you follow — so you don't have to keep revisiting articles just to see if anything's different.
• Get notified before things expire. If you've turned on expiration notifications for your account, followers of an article are the people who get emailed a heads-up before that article's expiration date — so someone always knows an update might be needed.
• Build a personal shortlist. Rather than bookmarking articles in your browser or hunting through categories, following gives your team a built-in, always-up-to-date list of the content they care about.
• Follow people, not just pages. In themes that support author-following, you can also follow a specific author to keep an eye on everything they publish, and see, from their profile, what they themselves are following.

Where you'll find it

• On an article page, next to the title or in the sidebar, as a heart/star icon (sometimes paired with the word "Follow").
• On an author's profile page, as a "Follow"/"Following" button, alongside a list of what that author follows.
• On your dashboard or homepage, as a "Followed Articles" widget summarizing everything you currently follow.

Exactly which of these show up — and how prominent the Follow button looks — depends on your knowledge base's theme, since some themes present it as a simple icon-and-counter while others build it out into a fuller following experience across articles and authors.

The takeaway

Follow/Unfollow is a small feature with an outsized payoff for teams managing a growing knowledge base: it turns "I should really keep an eye on that article" into a one-click habit, keeps your most important content visible, and helps make sure nothing goes stale without someone noticing.