Team Publishing includes states for articles that are ready for review and approved for publishing. You can use these states as needed, depending on your workflow.
- Ready for review articles. You can either publish these articles immediately or you can approve for publishing later. Also, if needed, you can leave an article in review if you need to assign it to the author for updates or to another reviewer.
- Approved for publishing articles. You can either publish these articles or send for review, if needed. Articles in this state might be ready to be published at any time. For example, maybe an article is waiting for a publisher who has permission to publish in the appropriate section. Or, articles in the approved state, might be waiting for an event, such as a product release or update, and need to be published at a later date.
Agents can review, approve, and publish articles where they have management permissions. You must have Guide Enterprise to use Team Publishing workflow features.
Reviewing articles to approve or publish
You can review articles that are in the ready to review state. When you review an article, you can either approve it for publishing later or you can go ahead and publish it.
If you need to change the workflow state for multiple articles at once, see Updating knowledge base articles in bulk.
To review an article
- Open an article that is ready for review:
- Click the link in the email notification to open the article you want to review.
- In Guide, click Manage articles (
) in the sidebar, then click Ready for review and open the article you want to review.
If you don't have an email notification and you're not a Guide Manager, you'll need the URL to access the article for review.
- Review the article and make and save changes, if needed.
If you save any changes, the article becomes a work in progress and no longer has the ready for review status.
- When you are ready, do one of the following:
- To submit for review, if you've made changes to the article, click the drop-down arrow on the Save button, then select Submit for review.
The article moves from the work in progress status, back to the ready to review status. If you want to assign it to a specific user, click Assign or Reassign (see Assigning or reassigning articles with Team Publishing).
- To approve the article, click the drop-down arrow on the Save button, then select Approve.
The article has the approved for publishing status. If you want to assign it to a specific user, click Assign or Reassign (see Assigning or reassigning articles with Team Publishing).
- To publish the article, click the drop-down arrow on the Save button, then select Publish.
The article is published. The live version of the article is updated, if there is one.
- To submit for review, if you've made changes to the article, click the drop-down arrow on the Save button, then select Submit for review.
Publishing approved articles
Articles in the approved for publishing state are waiting to be published. You can publish these articles when you are ready or you can send an approved article for review, if it is not actually ready to be published.
If you need to publish multiple articles at once, see Updating knowledge base articles in bulk.
To publish an approved article
- Open an article that is approved for publishing:
- Click the link in the email notification to open the article you want to review.
- In Guide, click Manage articles (
) in the sidebar, then click Approved for publishing and open the article you want to publish.
If you don't have an email notification and you're not a Guide Manager, you'll need the URL to access the article for review.
- If you need to change the section or modify other settings for the article, click Article settings, make changes as needed, then click Close.
- When you are ready to publish the article, click the drop-down arrow on the Save button, then select Publish.
Alternatively, if the article is not ready to be published, you can select Submit for review.
The article is published. The live version of the article is updated, if there is one.
If you sent the article for review, it returns to the ready for review status. You can assign the article to a specific reviewer, if you'd like (see Assigning or reassigning articles with Team Publishing).
15 Comments
I would like to be able to plan a publication. For example publish on monday at 8 am. Is that possible?
Hi Debbie -
Scheduled publishing of articles is not currently available, though I see you did contribute to the Product Feedback thread on that topic. I know it's something that the product teams have on their radar; we will update that product thread with more details if it gets prioritized on the roadmap.
If other users are looking for scheduled publishing, please add your vote and your voice here:
Schedule articles to publish in Guide
Hi,
I appear to have lost access to this feature. It has rolled back to the previous way to manage articles and I cannot see any assigned to me, or any that are waiting for approval.
Justin
Hey Justin,
We'll need to take this to a Ticket for investigation. I'll be in contact with you shortly over email.
Thanks!
Hi,
In this section: (Reviewing articles to approve or publish):
https://support.zendesk.com/hc/en-us/articles/360000725648-Reviewing-approving-and-publishing-articles-with-Team-Publishing-Guide-Enterprise-#topic_t1t_tjm_ddb
Step 3 says:
When you are ready, do one of the following:
But, isn't the article already being reviewed? Why would you re-submit for that purpose?
Thanks!
Hi Stephen!
This feature is meant to be used if you need to have submit your article to reviewed by someone else before being published/updated. I hope that clears things up! Let us know if you need anything else!
Hey Jessie. Thanks for your response. So, what's the difference between step 1 - designating an article READY FOR REVIEW and step 3 - clicking SUBMIT FOR REVIEW.
And, when clicked SUBMIT FOR REVIEW, it did not ask me who I want to review the article. So, how would my SME know I want him to review it?
Thanks.
Hey Stephen! Sorry for the delayed response.
Since you'd be using the Team Publishing feature here, you would assign that article to the SME who needs to review before publishing.
So, I'd assign it to XXX before submitting for review?
Hey Stephen - That's correct.
Thank you so much.
Is there API support for Team Publishing? Can I fetch the draft (waiting for review) version of a published article using the API, and change the article's status via API?
Hi Annika -
There is not API support for Team Publishing at this point in time. They've indicated that they will be looking to fill some gaps in the API in 2019, but that's as specific as we can get at the moment.
Hi Nicole,
Is there a way to see historical comments made during the publishing process? For example, if we have created an article specifically to address a ticket in our support centre, we would like to reference this ticket in the beginning when assigning the article to someone. However I can't seem to find how to view those original comments? I'm probably being completely blind and it's in front of my face :)
Hi Kelly -
I think what you're referring to are the notes that you can write when assigning an article. Unfortunately, there is not a way to go back and see these historically; they get overwritten each time the article is reassigned.
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