Assigning or reassigning articles with Team Publishing

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  • Yann Souetre

    Hello, is it possible to assign an article to an end user (requester role); or is it only restricted to agents ?

    If yes, is it even posssible for an end-user to create a draft content ?

    The question seems weird, but it could be usefull in our case: we have internal workflow documents in our comapny, involving several other teams (end users, not agents). Such a possibility could let them fill a document with various informations and then make it finalized by an agent in order to process one or several tickets related.

  • Jessie Schutz
    Zendesk Team Member

    Hi Yann!

    Articles can only be assigned to agents, so you won't be able to put together that workflow in Zendesk. Google Drive is a great collaboration tool that could work, though. Then your agents can just copy/paste the content when it's ready and publish.

  • Jennifer Rowe
    Zendesk Documentation Team

    I've updated the article to make it clearer that articles are assigned to agents, not end users (and only agents who have permission to edit the article being assigned). Thanks!


  • Nicole Saunders
    Zendesk Community Team

    Hey Stephen - 

    An "agent" is someone who uses one of your company's "agent" licenses. Typically this is going to be an employee who has permissions to use parts of Zendesk (such as one of your support agents) but is not an admin. So basically you have four roles: 

    • Owner - this is the person who is the owner of your Zendesk product account. This may or may not be the same as your Admin. 
    • Admin(s) - these folks have permissions to do pretty much anything you need in your Zendesk product instance. They manage permissions, can customize things, etc. 
    • Agents - this is the next level down from Admins, they have the ability to do some things but not others. This is typically going to be your employees, such as your support team or writers. 
    • End-users - your customers. They can't do anything but file a ticket with you. 

    I hope that helps clarify things. Let us know if you have further questions!

  • Rebecca McMurry

    I need two lists of articles. I need a list of articles by assignee and another list by author. I was hoping to get this list from the manage articles screen. I do not see a way to easily get this information. The only way I see to the get the information is to click into each article. Is there an easier/quicker way for me to get the information?

    I am using Guide Enterprise.

  • Brett Bowser
    Zendesk Community Team

    Hi Rebecca,

    You can pull a list of your Help Center articles using the API:

    Once you have your list you can side-load by author. More information in the following documentation:

    Hope this helps!

  • William Chase Myer

    Question/request: Is there a functionality in the works to have a "take it" option with guide articles like there is for tickets in support? 

    Our help center consists of 900+ articles, many composed from agents who no longer work here, thus articles have no authors or owners and I have to type in a name every time. This is a small issue but the time it takes adds up. 



  • Devan - Community Manager
    Zendesk Community Team

    Hello William,

    Currently, there is nothing we can announce regarding your request being a part of our development roadmap. I would recommend posting this request on our Product Feedback page so our Guide team an consider this suggestion for potential future updates. 

    Best regards. 

  • Chris Fassano

    When an article is assigned to an agent they receive an email notification.

    Is there any way we could change the subject for these notifications?  It's not particularly descriptive. 

  • Nicole Saunders
    Zendesk Community Team

    Hi Chris -

    Thanks for your question! You should be able to edit the template for those email notifications. Here's an article on how to do that:

    Customizing templates for your email notifications

  • Lauren Williams

    Hi, is there any way in which to assign to a group of agents rather than just one? We have multiple people that can sign off documents which will help to get the quickest response as we don't know who's in or out of the office. 

  • Sydney Neubauer

    I second what Lauren Williams has asked. It would be beneficial to assign to a User Segment or Group 

  • Ben Van Iten
    Zendesk Community Team

    Hi Sydney and Lauren,

    Unfortunately this isn't possible at this time. You might want to consider setting the article ready for review, and having dedicated team of users that checks to see if articles are ready for review. Would this work for either of your use cases?

    This document has more:

    I hope this is helpful, but I definitely agree that this would be a feature request that would help multiple customers. I can definitely flag this interaction as product feedback as well so it is passed to the correct team.

  • Erica Sutherland

    Are there plans to be able to assign an article to a reviewer based upon the group the user is in? We have some internal documentation that would be great to automatically route to an approver on that person's team (by what group they are in, or possibly what category is selected). 


  • Alexander Poon

    Various people on this thread asked about capabilities like group reviewers and alerts on the Q&A status. We at are building a modern content management system for CS teams alongside Zendesk and have addressed many of the points above. Check us out to see if we fit your needs.


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