Viewing article revisions and restoring a previous version (Guide Professional and Enterprise)

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15 Comments

  • Holly Beaty

    We enforce a content retention policy. Will there be any cap on the number of revisions captured by this feature? 

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  • Heather Rommel
    Community Moderator

    This is a great added feature, thank you!!

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  • Jennifer Rowe
    Zendesk Documentation Team

    I agree! Glad you like it, Heather!

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  • Jessie Schutz
    Zendesk team member

    Hey Holly! 

    This is an interesting question, but I don't know the answer. I'll see what I can find out for you!

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  • Jennifer Rowe
    Zendesk Documentation Team

    As far as I know there is not a cap on the number of revisions/versions you can have. And the revisions/versions don't expire. We'll see if Jessie can get a validation on that.

    1
  • Chuck Martin

    I am editing an article currently. I see no menu bar; as a Guide Admin, it seems that when I click on an article I am automatically in edit mode. And I see no Revisions button anywhere at the top. This is what I see:

    What am I missing?

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  • Nicole S.
    Zendesk Community Team

    Hi Chuck, 

    First thing's first, obviously make sure you're logged in to your Help Center from your admin account. 

    Next, navigate to the article you want to review in the Help Center. Edit article won't appear in the menu bar until you are actually on an article. 

    When you're on the article in the Help Center, the menu bar is the white bar across the top that looks like this: 



    From this menu bar, you'll click Edit article, and it should take you to the editor screen which looks something like this: 

    And then you'll click on revisions and the list of revisions should pop up. 

    Let me know if that helps, or if you're still having trouble and we'll see what else might be going on. 


     

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  • Melina Cortez

    Do you have to be an admin/Guide manager in order to see the revision button? Or can you just have editing/publishing permissions to the article as a light agent?

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  • Nicole S.
    Zendesk Community Team

    Hi Melina - 

    Thanks for your question! You have to be a full/regular agent in order to see revisions. So, light agents in Guide Enterprise accounts can edit articles (so long as they're visible to agents) but they cannot see the revisions. Regular agents and Guide Managers can do both. 

    Also, I see that this is your first post - welcome to the Zendesk Community! If you'd like to say hello to everyone, you can introduce yourself here

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  • Jay Lee

    Hello,

    I've noticed that sometimes when I'm looking at the revisions history of an article, instead of showing the particular words/lines that were edited, it will just show the entire section that an edit took place in RED crossed out, with that entire section with the new content shown in GREEN as new (as if the entire section was edited, rather than just a few words within it).

    Obviously this makes revisions much less useful for seeing what was changed from version to version, as I end up having to manually search for what few words might have changed in those entire sections.  

    It's not on every article that this issue occurs.  I'm thinking something possibly in the HTML might impact displaying the revisions properly, but I haven't put my finger on what that might be exactly?  Possibly <div> tags or <span> tags?  

    If you have any insight on this, that would be greatly appreciated.  

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  • Katie Dougherty
    Zendesk Community Team

    Hi Jay Lee

    Do you have an example of the revisions or HTML that you can share? If this issue includes private information in your account or we need to get into the specifics of your HTML, I would be happy to create a ticket with our Advocacy Team to further investigate your concern. 

    Looking forward to hearing from you!

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  • Jay Lee

    Hi Katie Dougherty I do have an example that came up today, but I think I'd prefer to work on a ticket if you don't mind.  

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  • Katie Dougherty
    Zendesk Community Team

    Hi @...,

    Sounds good! I have created a ticket for you with our Advocacy Team. Please lookout for an email update and you can reply back with your example. 

    Have a great rest of your day! 

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  • Lithya Kris

    Hi...

    I have been using this 'Restore" feature extensively this week but now, all of a sudden. Zendesk keeps giving me an error message: 'Article wasn't restored. Please try again.' when I try to restore an older version! I was able to do it all the while but can't now.

    Can I know why or how to fix this as it impacts our timeline?

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  • Devan - Community Manager
    Zendesk Community Team

    Hello Lithya Kris,

    Looking into this issue, it seems you are running into a potential bug. We will have to investigate further. I see you are currently working with one of our specialists in a ticket, but if other questions of any of our products the Community is here to help.

    Best regards. 

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