You can access a complete list of your archived articles. You can restore an article from your archived list if you want to make it available again in your knowledge base.
You must be a Guide admin to view and restore archived articles. For information about archiving an article, see Archiving an article to remove it from your knowledge base.
Viewing the archived articles list
You can access a complete list of your archived articles. An archived article remains in your list unless you delete it.
You must be a Guide admin to view archived articles.
To view a list of archived articles
- In
Guide, click the Manage articles (
) icon in the sidebar.
The Lists tab opens by default.
- In Tasks,
click
Archived
articles.
A list of your archived articles appears. You can add filters to view a subset of all your archived articles.
Restoring an archived article
You can restore an archived article if you want to make it available again in your knowledge base. You cannot disable the ability to restore articles. If you need to restore multiple articles at once, see Updating knowledge base articles in bulk.
You must be a Guide admin to restore archived articles.
To restore an archived article
- In
Guide, click the Manage articles () icon in the sidebar.
The Lists tab opens by default.
- Click Archived
articles.
A list of your archived articles appears.
- Find and select an archived article from your list.
You can browse, search, or add a filter to find a specific article.
- In the archived article, click
Restore.
The article is restored as a draft or work in progress (depending on your plan type), in the section where it was previously published. If the section no longer exists, you are prompted to select a new section.
- When you are ready to publish the article, click the drop-down arrow on the Save button, then select Publish now.
17 Comments
Are articles in the "Deleted" section eventually cleared out (i.e., after 90 days) or do those articles live in the "Deleted" section for eternity? Just curious. Thanks!
Aha. It took me a minute but I found it:
All deleted articles remain in your list permanently.
Hope that helps!
I am restoring articles and I want to assign them to a section I've just created. It is not allowing me to add them to the new section--it's like the new section does not exist. I've tried clearing cache and different browsers--result is always the same
Hi Olivia!
When you restore the deleted article, it's restored as a draft; it's not published right away. So when you go to publish the newly restored draft, you'll be able to change the section from there.
Hope that helps!
Are you able to restore deleted categories/sections? I need to restore deleted articles but I need the URL to be the same as they were previously. As the section was also deleted, when I create a new section and restore the article to the new section it creates a different URL.
Hi Emma,
Our policy is that we will not change, delete, recover, or otherwise alter any data in a customer's Zendesk. You can manage your data with tools that exist in the product or with apps available on our Apps Marketplace.
There are a few tools available to help you manage your Zendesk data:
Tickets
Help Center articles
If we do not offer the self-service data management feature you need, please make a feature request in our Help Center.
Are images "lost" when an article is archived? We had restored a few articles that were previously archived and now notice there are placeholders where the images displayed. Although an image path and filename is defined in the source code we just see a placeholder and and contents of the image ALT parameter next to it when we preview the article.
Thanks
Hi Stefano -
Archiving and un-archiving an article should not impact the images. Are you still seeing this issue? If so, we may want to create a ticket so that we can look more in depth at your account.
I think we figured it out. The articles were created under the wrong brand so the html was copied into an article under the intended brand. The original archived article was then deleted which I believe deletes the images tied to it.
Ah, that makes sense. Glad you got it sorted out - thanks for letting us know!
Is there anyway to add archive specific comments? So when archive an article, I can add a comment as to why it was archived?
Hi Amy -
There's not archive-specific comment functionality. Your best bet is simply to add a comment as normal with your notes. If for any reason you un-archived the article, you could simply delete that comment.
I am wondering if the permissions to view archived articles has changed anytime recently? We have some agents who said they used to be able to see archived articles but no longer can. From what I can tell, you need to be a Guide Manager to see these archived articles.
These agents are just regular agents without that permission. I wanted to confirm if agents have previously had this functionality.
Hey Scott,
I confirmed with our Product Managers for Guide and they confirmed that no functionality has changed with these permissions. It's possible the role permissions got switched by another Admin on the account if these agents are no longer able to review archived articles.
Let me know if you have additional questions or concerns for me.
Cheers!
How can I find an archived article via the ID (I'm calling the ID the "numbers" part of the URL ?
This will help when I have broken links to truncated urls.
Hi Naomi -
I see that this is your first post - welcome to the Zendesk Community!
There does not appear to be a way to search by the article ID number in the list of archived articles. I've pinged the product team to confirm, and will let you know if I hear otherwise.
It would be great if I could still see archived articles via the API so we can programmatically restore and or delete them after a period of time. This would be great for indexing content as well as seasonal content that we don't want to show up in agent search results.
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