Verifying your articles (Guide Enterprise)

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9 Comments

  • Alina Vashurina

    Why you can verify only 30 articles at a time? I've spent an hour just verifying over 700 articles in our Help. After we upgraded to Enterprise all our articles are marked as unverified.  *crying face*

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  • Brett Bowser
    Zendesk Community Team

    Hey Alina,

    I wasn't able to find an alternative solution for you at this time :( I'll be sure to pass this feedback along to our Guide team as I'm sure others have run into a similar issue.

    Thanks for sharing!

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  • Paul LaBarbera

    Can someone clarify the permissions surrounding article verification? 

     

    Can an article owner verify articles?

    What about an assignee?

    What about an author?

     

    Right now it seems like Help Center Managers are the only people who can verify articles... which is not helpful. We need SMEs to review content for technical validity.

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  • Christopher Carpenter

    I'm have the same problem as above.  My agents do not have the option to verify the article.  They see the "Unverified article" box, but do not have an "options menu" to verify the article. 

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  • Madison Davis
    Zendesk Community Team

    Hi Paul and Christopher! So sorry for the delayed response on this one but I had to confirm the expected behavior. Right now the only agents who can verify articles are those who have publishing rights. This would mean that even if an agent has editing rights - and thus can see the Unverified status - they wouldn't be able to take action unless they are also granted permission to publish the article(s). 

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  • Paul LaBarbera

    Madison Davis Can we put in a feature request to change this? It seems arbitrary that publishing and verifying are tied to each other.

    The article "Owner" is the one who receives the "You have x number of articles that need to be verified" email. The owner cannot verify articles unless they have publish rights. 

    This seems like a sloppy implementation of the verification rules.

    It would really help if article owners could verify the articles they own, regardless of their publish permissions. 

     

    My company only allows a small set of users to publish articles (Technical Writers). We allow SMEs (Product Owners and other experts in narrow fields) to edit/author articles because they have the technical expertise to write drafts on their areas of expertise.

    That technical expertise is what lets them be very effective as "verifiers". Technical Writers cannot know the intricacies of every aspect of a complex platform, but the SMEs can. 

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  • Madison Davis
    Zendesk Community Team

    Paul, I definitely recommend that you share this feedback with the Guide Product team! I took a peek around and don't see an existing post sharing feedback on this functionality. You will want to create a new post to call out your request (and the excellent details you've shared) in Feedback on Guide

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  • Mirjam Happel

    How many days does it take for an article to switch from verified back to unverified? Verification should happen in cycles. It would be nice if we could also manage the length of this period. It depends on the type of content how often it needs verification. Also I agree with the points above. Editors should be able to verify articles as well. If the article is still valid, they just have to verify it. If it needs editing, they can edit it and submit for review.

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  • Madison Davis
    Zendesk Community Team

    Hi Mirjam! You can indeed set verification rules yourself (to be applied on a recurring basis). As mentioned to Paul, I would definitely recommend that you share any product feedback you have on Guide in the linked Feedback on Guide topic! 

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