Your Help Center articles are valuable assets that can reduce ticket volumes, decrease resolution times, and minimize the time it takes to onboard new agents. If any of this content changes it can have an impact on your service.
As part of the launch of Zendesk Guide, we are announcing a new History view that gives you insight and transparency into individual updates to your articles. History view is available on Guide Professional.
With the History view you can now see every article change made, giving you the ability to follow up with agents if any issues occurs. It can also help you gauge what your team is doing and answer questions like: Who is continuously editing articles? Are there any workflows that could be optimized? What has happened in the past weeks? What has happened since you returned from time off?
Viewing the history
Guide managers on Guide Professional can access the History view for a complete list of article events dating back to February 15, 2017.
You can filter actions by specific users, review specific changes, such as when an article was deleted or published, and also drill down into specific changes, such as when attachments are added or when authors changed. You can further filter down this list by users, so you only see the actions that they did.
To learn more, see Viewing article events in history view.
More is coming!
We’ve just gotten started! This is just a single step towards more transparency into how your articles are evolving.
Next step is to provide you with a way to see events that happened on a specific article and allowing you to see exactly what changes were made to the article’s body content and title.
Make sure to follow the Announcement section to be informed when Zendesk launches new features including new features in Guide.