About Guide Team Publishing (Guide Enterprise)

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25 Comments

  • Mary Paez

    Jennifer,

    The diagram is very helpful esp since we have KCS I (Candidates), KCS II (Contributors), and KCS III (Publishers). Very relatable to KCS methodology.  Thank you!

    3
  • Jennifer Rowe
    Zendesk Documentation Team

    Thanks, Mary! Glad it's helpful!

    0
  • Lorie Gangi

    So, with Guide Team Publishing, does this mean that the person that creates or edits the article does not have permissions to publish the article?

    0
  • Jennifer Rowe
    Zendesk Documentation Team

    Hi Lorie,

    Permissions for editing and publishing have not changed. That is set at the section level. So if someone has permission to create and edit articles in a section, they also have permission to publish in that section.

    Hope that helps!

    0
  • Jennifer Rowe
    Zendesk Documentation Team

    I should add that more granular controls might be available in the future, so that you can control editing vs publishing rights. But for now permissions have not changed for Team Publishing. It still works like this:

    https://support.zendesk.com/hc/en-us/articles/224892667

    0
  • David Fenton

    Hi Jennifer,

    So here are my questions. Can you verify (even though I think you answered above):

    1. When it’s released, will it be dependent on the permissions beta that is coming in early May? Right now it isn’t.
    2. Do we have to upgrade to the new Enterprise to get the released version of Team Publishing?

    Thanks,

    David

    0
  • Jennifer Rowe
    Zendesk Documentation Team

    Hi David,

    1) Yes, that's true. Article editing/publishing will be controlled by permission groups (as opposed to the section-level setting) when that feature is available. It will enable more granular control of your team publishing workflows.

    2) Yes, you must have Guide Enterprise to use Team Publishing.

    Hope that helps!

     

    0
  • Jennifer Rowe
    Zendesk Documentation Team

    Hi Stephen,

    1. Yes, it's a good idea to assign the article to the reviewer when it's ready for review. It's not required, however. You could have reviewers monitor the Ready for Review queue (as long as they have access) and work on articles as they are ready. But if you want the reviewer to receive a notification, you should assign the article.

    2. You cannot assign an article to someone who does not have permission to edit the article. So if you assign an article to a reviewer, then they will be able to make updates to it. It is possible that you might have a reviewer who does not have permission to edit the article. It just depends on permissions for the section the article is in. 

    Hope that helps! If not, let us know.

     

    0
  • Francois S

    So what I can understand from it, previously with my professional account I was able to flag the article and then make a self made process of reviewing the documents.

    Now I'm not able to do this anymore & working without it with a multi language environment is not easy now.

    And now that this flag option has been removed, a new version is online but we need to have an enterprise account for it... 

     

    Very dissapointing, and commercialy spoken a negative thing from our side; 

    0
  • Krista Schwarze

    For my purposes, I need to assign an article to more than one person. Is that possible in this tool?

    1
  • Keith @ Zendesk

    Hey Krista,


    For now, that's not a thing that can be done.  This is done to make sure only one person at a time is handling an Article so that one person's changes don't get overridden but someone else who's assigned at the same time.

    Hope that helps!

    0
  • A.J. Bouchard

    Building on Krista's question from above.

    We would like to take the "Ready for Review" articles and assign them to a specific *group* of reviewers and then anyone in that group can then assign the article to themselves to act on. Just like workflow management for tickets.

    Having articles be assigned to an individual reviewer right away just bottlenecks the review process. What if that person is out of office? Meanwhile, 15 other people who could review the article are in office but don't have it assigned to them.

    4
  • Nicole S.
    Zendesk Community Team

    Hey A.J. -

    As Keith said, right now it's set up to only be assigned to one user at a time in order to prevent two people overwriting one another.

    However, your use-case makes a lot of sense. You may want to post your idea in the Guide Product Feedback topic where other users can add their comments and vote, so we can get a better sense of whether this is a common need.

    0
  • Kelsey Davis

    I would like another tier of permissions eg - 

    Author - Create/Edit

    Editor - Create/Edit/Approve

    Manager - Create/Edit/Approve/Publish

    The diagram above kind of suggests that this exists however, it looks like only managers can approve. Which means those who approve can also publish, but I don't actually want the approvers to be able to publish.

    Our desired workflow is this;

    1. Any agent can create an article which moves it to Work in Progress

    2. I have certain Agents who then go in and proof read, format, link, add pictures, labels etc and save it placing it into Ready for Review (and assign it).

    3. Then, due to the nature of our content, we have various members from our tech team check the content for accuracy and sensitive content. Then ideally they would Approve, moving it to Approved for Publishing.

    4. Customer Service Manager does the final check of an article and publishes.

    Is this possible?

    2
  • Brett Bowser
    Zendesk Community Team

    Hey Kelsey,

    At this time there's no way to add an additional layer to the Guide user permissions. For a full list of existing guide permissions, you can take a look at this article: Understanding Guide roles and privileges

    I'll be sure to pass this feedback along to the appropriate team so they're aware of this need.

    Thanks!

    1
  • Chloé Mauduit

    Hello, I would like to know, is it possible with Team Publishing, for an author (agent) to create new categories or sections? Or is it limited only to creating or updating articles?

    0
  • Mary Paez

    I know an author can do this in ServiceNow.  But, I do not think you can do this in Zendesk.  You need Admin permission to create categories & sections.

    0
  • Chloé Mauduit

    So it is possible if the manager gives permission to the agents?

    0
  • Kelsey Davis

    Hi Brett - yeah I am familiar with that article thanks. Are you saying this is not possible in future or just now? Thank you

    0
  • Brett Bowser
    Zendesk Community Team

    Hey Kelsey,

    As of right now, this isn't on the roadmap for our Guide team but I have marked this as product feedback for them.

    Let me know if you have any other questions for me!

    0
  • Ryan Boyer

    What action causes the "Team Publishing" dialog box on an article to be removed? Do you have to make an edit to the body of the article and then publish it? Currently, it is not intuitive to the user, what "action" they have to complete when they receive an email via team publishing. If they simply review it and find nothing wrong, what can they do to make the "Team Publishing" dialog box go away? Click "Unassign" or "Reassign"?

    0
  • Madison Davis
    Zendesk Community Team

    Hey Ryan! I'm so sorry for the delayed response. Could you share a screenshot of which dialog box you're referring to? I've been clicking around to try to replicate to get you an answer and I just want to verify that we're talking about the same thing. 

    0
  • Ryan Boyer

    Hey, Madison Davis. I'm referring to the attached dialog box that generates when you assign an article via Team Publishing.

    0
  • Madison Davis
    Zendesk Community Team

    Got it, thanks Ryan, thanks for clarifying! Publishing changes to the article appears to unassign and remove the note, but you're totally right that if the reviewer doesn't make any changes, there's no obvious way to eliminate the dialog box. In that scenario the only option appears to be "unassigning" the article. 

    0
  • Amanda Cacapava

    Hi Brett Bowser

    Any update on being able to add an additional layer to the Guide user permissions? We were trying to set up a similar workflow to what Kelsey laid out above. Ultimately, we want to separate approvers and publishers.

    Thanks!  

     

    0

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