Working with drafts in the knowledge base (Guide Lite and Professional)

Return to top
Have more questions? Submit a request

19 Comments

  • Jacob Mattison

    Question: I'm creating a set of articles that will link to each other. Is there a best practice for creating those links before the article is published? My preference would be to publish the articles all at once, but it appears that the URL of the article will change when it is published, so I can't link between the articles while they are drafts. What is the recommended practice?

    Thanks!

    1
  • Jennifer Rowe
    Zendesk Documentation Team

    Hi Jacob,

    You can definitely link to the articles while they are drafts. The URL is already determined, you just have to link to the right part of it. 

    When you are editing a draft it has a URL that looks something like this:

    You want to link to the part of the URL up to the end of the number (the article ID). So this is the URL, in our example:

    You can also see the "real" URL by clicking Preview in Help Center from your draft. Then the article will display with the URL that will be the final URL when it's published. It doesn't change.

    Does that make sense? Let me know if you need more help!

     

     

     

    2
  • Jacob Mattison

    Thanks, Jennifer, that's good to know. I thought I had seen examples where the actual ID changed at publication, but I guess not.

    I do like the way that, when you've published an article and you view it in the section, the URL you get includes the title (e.g. https://youraccount.zendesk.com/knowledge/articles/360000268830-Troubleshooting-Zombie-Attacks) and it doesn't look like you can get that link any other way -- but presumably I can just create it that way myself.

    Thanks!

    0
  • Jennifer Rowe
    Zendesk Documentation Team

    Oh, yes, you can type anything you want after the after article ID. So you can manually add the title in the link URL if you prefer that.

    I don't like to include the title in my URLs when I link just in case the article title changes. It could be confusing for a user to see a different title in the URL than in the article, depending on how much it changes. 

    Good luck! And let us know if you need anything else.

    0
  • Holland Van Ackeren

    Sorry if this question has already been asked, but how do you delete drafts?

    1
  • Jessie Schutz
    Zendesk team member

    Hi Holland! Welcome to the Community!

    Go to the draft article you wish to delete. At the very bottom of the right-hand sidebar, you'll see Archive article in red. Click on that. Once the article/draft is archived, the sidebar will show the option to delete.

    1
  • Brad Rumack

    If I publish an article on a different date/at a different time than I created the draft, which date/time will appear when published?

    0
  • Diogo Maciel
    Zendesk Customer Advocate

    Hi Brad!

     

    The date displayed will be the date the article was published

    0
  • Brooke Hamilton

    Can you have multiple drafts of one article?  We have existing articles that will need major updates with a new launch in about 6 months.  However, I am worried that if I update the article to reflect the changes and save it as a draft, I will not be able to make minor adjustments in the meantime. 

    0
  • Nicole S.
    Zendesk Community Team

    Hi Brooke,

    Are you using Team Publishing?

    0
  • Brooke Hamilton

    Hi Nicole,

    We are not currently, but are looking into it.  We are just now refining our process, and how we will handle this scenario will be one of our determining factors of rather or not we do. 

    0
  • Nicole S.
    Zendesk Community Team

    Ok. Team Publishing does have workflows that are meant to handle this kind of thing.

    Without it, the best recommendation is to copy the content from the existing article into a to a temporary article that you basically stage in a restricted section (set as visible to only agents and managers) and work on it there. Then copy/paste to the live article when you're ready for those updates to go live.

    0
  • Brooke Hamilton

    Hi Nicole,

    Can you tell me a little bit more about how this would be possible with Team Publishing? I still don't see how I will be able to maintain multiple copies of the same article. 

     

    Thanks

    0
  • Nicole S.
    Zendesk Community Team

    Hey Brooke -

    In Team Publishing it's called a "Work in Progress" version of the article, details here: Staging content updates for an existing article for review

    Take a look at that and let us know if you have further questions!

    0
  • Pedro Rodrigues

    Hello, why is the Community post interface so different from the articles? Perhaps this depends on which theme is active (in this case, Copenhagen).

    Also, as far as I can see, there's no way to save a draft in Community..? And the text editor is very different (can't center text, edit HTML, etc.). We wouldn't require all the functionalities of articles, but it would be nice to be able to save a community post as a draft, just in case, and to create better formatted content.

    0
  • Jay Lee

    Is it expected behavior that an article that is a Draft ("Work in Progress") and has never been published, should be visible to anyone on the Help Center (frontend) - whether the author or anyone else?

    Have encountered 2 articles this week that were in draft mode, not published (one of which had never been published) but could be seen on the front end of our Help Center.  Trying to establish what is the expected behavior on this

    0
  • Pedro Rodrigues
    Community Moderator

    Hi Jay Lee, I just tried seeing a draft article while being logged out in my account, and I can't replicate it. Just to clarify, you were logged out and you could still access it?

    0
  • Jay Lee

    HI Pedro.  No, to clarify, I was surprised that anyone (including author/guide admin) could see an article on Help center (frontend), that had never been published.  I realize now that it is basically an "article preview" that I'm seeing on Help Center, and anyone who has permissions to edit that draft can also see that "preview".  So, I think I've clarified the behavior and resolved my question. 

    I think that if I were going to make a product suggestion around this, there should be a visible cue to the viewer that the article is not actually published.  That I can see, there is no visual cue anywhere when I'm viewing that "preview" through Help Center that would give any clue that the article is not actually published.  Thanks!

    0
  • Pedro Rodrigues
    Community Moderator

    Thanks for the clarification! I do agree there's room for improvement regarding article status visibility, and other potential visual cues. If you create a feature request, please do share it here :-)

    0

Please sign in to leave a comment.

Powered by Zendesk