Best practices: Developing content for your knowledge base Follow

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6 comments

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    Nancy Rentmeester

    This is a good article, but are there any best practices on retiring knowledge articles?

  • Avatar
    Apple Sabino

    Hi, Nancy.

    Here in our company articles are written by different levels and support teams, and has one year validity. 5 days before article expires, the tool sends notification to the author/owner that they need re-validate the contents before re-publishing the article or otherwise they need to retire it. Problem is author/owner don't really do that, so we need to chase them. There are instances that author/owner already left the company leaving us with no idea who to contact. That's the time we retire the article, when no one can be contacted to update it.

    We also consider when article has not be updated ever since it was created (more than 2 years). Number of times article was used can also be considered, if article has only few used/views and wasn't updated for quite sometime, we retire the article.

    I hope that helps.

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    Quan Vu

    We've been having an issue on our team trying to create an effective workflow for turning tickets into documentation. We created a simple checkbox ticket field, "Needs documentation", and a view for all tickets with this checked.

    The issue we're having is that we can't always take tickets out of the queue after we've created docs for it. We have limited resources for docs--I'm the only tech writer on the team--so sometimes, tickets will move to 'Closed' status before I'm able to finish docs for it. Once that happens, we can't uncheck the box to remove it from the queue. Do you have any suggestions (besides working more quickly/getting more writers, hah)?

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    Jessie Schutz

    Hi Quan!

    The first thing that sprang to my mind is the Ticket to Help Center app. This app allows you to select any comment in a ticket, edit (if you wish), and post as an article to any section in your Help Center. 

    You could set up a restricted Section for your drafts and send these "future docs" there using the app. Then you can edit them as you have time without worrying about the tickets getting archived before you get to them.

    The only caveat is that this app is not officially supported, so if it breaks at some point you'll need to rely on the Community here or your own developers to fix it. 

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    Quan Vu

    Hi Jessie,

    Thanks for the feedback! I did just install the Ticket to Help Center app based on one of your comments on another post/article. But thanks for the feedback here, too. Your suggestion would effectively move the documentation queue from the Zendesk Support interface into the Help Center/KB interface, allowing me to update the queue as needed. This may be exactly what I'm looking for! Thanks again!

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    Jessie Schutz

    Terrific! I hope it works well!

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