Setting reminders to review and verify articles

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29 Comments

  • Morgan King

    When an email verification is sent out - if there are multiple articles that need verified are they bunched together in one email or does the person get one email per one article?

    1
  • Maggie Ungerboeck
    Community Moderator

    Hi Morgan,

    I just received an email today for article verification and it listed three articles and then had a +2 more articles at the end to indicate there are more. So it looks like one email gets sent.

    Thanks!

    Maggie

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  • Ryan Boyer

    For the frequency, is the time reset after the email is sent out to the Knowledge Owner to verify the article(s) or after the article is verified?

    For example, let's say I have a rule for all articles in a certain section to be reviewed every 3 months. Are those emails sent out every 3 months regardless of when the Owner verifies the article (i.e., Owner gets email to verify article, but doesn't verify article until 2 weeks later)? Is the next email sent out 3 months from the last email or 3 months from the 2 weeks after it was verified?

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  • Gab
    Zendesk Customer Advocate

    Hi Ryan,

    The interval specified on the Frequency setting will be the time from the moment that you verify an article. Note that you will continue to receive weekly email notifications for articles that need verification. In your example, the article will be listed again on the email notification on unverified articles 3 months from the time the article was verified. 

    Thanks!

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  • Ryan Boyer

    Gab Thanks for the explanation, Gab. I really appreciate it!

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  • Marci Abraham

    We just upgraded to Guide Enterprise, and immediately started getting a ton of emails about unverified articles. I think I stopped them (by removing all the default rules). However, before I set them up again, I would like to get the list under control. Almost every article in our Help Center is considered "unverified" now, and we do not have the time or the need to go through all of them. 

    My plan was to mark them all "verified" and then figure out a plan going forward. However, there are around 400 articles in each Help Center, and I only seem to be able to "mark as verified" 30 at a time. Please tell me I'm missing a shortcut?




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  • Morgan King

    Hello Marci Abraham,

     

    Unfortunately, I do not believe you are missing a shortcut. On that note, if someone does have a shortcut I would be excited to learn it!

    What I do, since our smallest help center is around 600 articles, I filter by category and do one area at a time, that way I can stop if I need to in order to handle other things without getting confused on what I have adjusted and what I have not.

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  • Marci Abraham

    Thank you, Morgan King! I appreciate the tip!

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  • Marci Abraham

    Maybe a silly question, but I can't figure out how to filter by category? Do you see something I don't?

     

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  • Morgan King

    Not silly! It took me a little to figure it out. You will click on "hierarchy".

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  • Marci Abraham

    LOL thank you! This is the third time today that I have said "this is really not intuitive" and I've been a Zendesk admin for like 9 years. I appreciate you taking time to help me! 

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  • Nicole Saunders
    Zendesk Community Team

    Thanks for helping, Morgan! Glad you got things working, Marci!

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  • Tajinnere Ayesan Onuwaje

    I am curious about how the rules work. What do you mean when you say we can create up to 5 rules. We currently have well over 5 rules in our article verification section. Could you explain further what the limits are?

    1
  • Erika Camille Sundian
    Zendesk Community Team

    Hello Tajinnere,

    I would love to find a solution to this question. I am able to create many more rules as well, but I'm wondering if they won't work or go in conflict if it exceeds the limit. I already flagged this article internally for clarification. We'll let you know once we have an update! :)

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  • Ryan Boyer

    Erika Camille Sundian is there an update to the rule limit? Can you make more than 5?

    Also, is there a limit to how many "filters" you can apply? Every time I add more than 24 filters, it says I cannot save the verification rule

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  • Ryan Boyer

    Erika Camille Sundian Hi! I'm just following up on my previous comment.

    Is there a limit to how many filters you can add to a verification rule? 

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  • Jennifer Rowe
    Zendesk Documentation Team

    Hi Ryan,

    Sorry for the delay on this! 

    The maximum numbers of verification rules is 20.

    Regarding how many filters you may apply to a rule: Each non-date filter will take up to 10 values. The date filters are limited to 2 values (to express a range).

    Hope that helps! Thanks!

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  • Fiona W

    Is there a way to turn off the email? I don't want to get the email all the time but I want to have the rule so that I can check in on it and review the articles.

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  • Ryan Boyer

    In this article, it says that article owners will receive weekly email reminders to verify articles; however, in our instance, reminders are going out twice per week for the same article - once Sunday at 6:00 PM CST and once Tuesday at 6:00 PM CST. Is there a reason this would be occurring? 

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  • Brett Bowser
    Zendesk Community Team

    Hey Ryan,

    You don't have duplicate rules set up do you? Does this occur for every article verification rule you've set up?

    I may need to create a ticket on your behalf so we can dig into this further.

    Let me know!

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  • Ryan Boyer

    Brett Bowser Thanks for the response! I don't believe I have duplicate rules set up. I've tested this in our sandbox environment as well to confirm, and I'm receiving two emails every week for the same articles (one Sunday and one Tuesday).

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  • Brett Bowser
    Zendesk Community Team

    Thanks for the confirmation Ryan! I've created a ticket for you so we can look into this further with you.

    Cheers!

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  • Dawn Anderson

    Hi 

    I have a few questions around the notification email:

    • Is there a way of displaying all the articles within the one email that need verifying instead of 3 and then a click 'more'
    • The user who receives the email doesn't have guide management access, when they receive the email and click on 'view more' they get a page that tells them there are currently no results - do you have to be guide admin to be able to view them in this list?

    • We don't want them to have guide admin access to edit the articles direct - is there a workaround so they can see all the articles they need to review?
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  • Maggie Ungerboeck
    Community Moderator

    Hi Dawn,

    For the first question, the email that gets sent out is an automatic email so there isn't a way to change the content.

    For the second and third questions, the user doesn't need to be a guide admin, but the user does need to be a Light Agent or above with Guide access. You can view a user's Guide access in the Admin Center. Here's an example below.

    Without access to Guide to edit articles, then I wouldn't expect they would see any articles listed since they don't have any Guide access. 

    Hope that helps!

    Thanks,

    Maggie

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  • Mary Paez

    Question.  We have 6000+ articles in our KB.  Some are 4-5 years old. We want to set a default article review date to be 6 months.  After that, each owner will set a 3, 6, or 12 month review.  Will the initial email notification get sent to authors from:

    • 6 months from the date of creation?
    • 6 months from the date of publishing?
    • or 6 months from the date the review date is set?
    1
  • Paul Phan

    Hello! I'm in charge of regular maintenance for my team's articles. We do bi-annual checks on articles with high views, zero views, and ones with multiple downvotes (we get our data through Power BI). Is there any way to automate this process through the verification rules on Zendesk? We recently got Guide Enterprise, so I'm still working my way around things haha. Thank you so much!

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  • Jean-Charles Pascale
    Zendesk Customer Advocate

    Hi Paul,

    I tried to find an API endpoint that could have been used to automate the verification process for articles, but there does not seem to be one. I am afraid that there is no way to automate this workflow according to articles statistics at the moment.

    However, you can use the API to modify the attributes of articles, and use the filters on the verification rules to only apply the rule to some of your articles, according to their statistics.

    I hope this helps.

    Jean-Charles - Zendesk Support

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  • Paul Phan

    Hey Jean-Charles, thanks for your reply! I noticed that Content Cues allows you to see how many views a certain article gets. Is there any way to see how many views all articles get? That way, I'll be able to add labels based on high views for more frequent verification.

    Thanks again!

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  • Jean-Charles Pascale
    Zendesk Customer Advocate

    Hi Paul,

    Unfortunately, there is no way to see how many views all your articles are getting within Zendesk.
    However, you can use our integration with Google Analytics to obtain those results.

    I hope this helps.

     

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