Changing the article owner (Guide Enterprise)

Have more questions? Submit a request

9 Comments

  • Kalle Windefalk

    We are using templates with the KC app to create articles and I can set the owner to a group but not change the owner to the group by default. 

    It would be great if we could set the "owner" to a group as default instead of the creator. Then all the agents in the KCS group could receive an "verify article" email.

    This group also serves as the guide management group in guide. Since people comes and goes it would be easier to send the notification to the agents in the group and not to the author (since that person might not be working with articles anymore). 

    We could always set every article owner to the group manually but it would be great if I could choose. 

    1
  • Nicky Lilja

    Hi Kalle. 

    So you are working a with Groups, we have groups for our support team today, now I am planning to implement groups for subject experts as well in regards to articles. 

    Do you have many groups where one person is in 1 or more groups? or how have you solved this?

    Thank you 

    Nicky 

    0
  • Brett - Community Manager

    Hey Lila,

    This feature is only available on Guide Enterprise so the option should not show up at all if you're on Guide Pro.

    I'm going to bring this into a ticket so I can get your subdomain information and dig into this further for you.

    Cheers!

    0
  • Brett - Community Manager

    Thanks for taking the time to share this with us Kalle!

    I would also recommend cross-posting in our Guide Product Feedback Forum to help provide visibility to our Product Managers as well as other users in need of a similar functionality.

    Thanks again!

    0
  • Lila Kingsley

    We are on the professional (not enterprise) plan, and are seeing the owner field.  Is this just cosmetic for us?

    0
  • Brett - Community Manager

    Hey Kendall,

    Can you confirm that you're on Guide Enterprise and not just Support Enterprise?

    The feature you're looking for is only available on Guide Enterprise and it sounds like you could be using Support Enterprise with a lower Guide plan.

    Let me know!

    0
  • Jennifer Rowe

    Hi Kalle,

    It's not exactly what you're asking for, but you can change the article owner for articles in bulk. 

    https://support.zendesk.com/hc/en-us/articles/360001912187

    That might make things a little easier.

    0
  • Kendall Chandler

    Hello,

    We do not see an option to click 'article settings' anywhere when in edit mode on the article, and an option for owner does not appear in the sidebar anywhere. We are on Enterprise.

    Kendall

    0
  • Mary Paez

    Thank you, Jennifer!  This is a very helpful feature for maintaining the knowledge base.  We now use this (and it makes our job much easier/faster) when transferring article ownership to a new agent due to attrition!!!

    0

Please sign in to leave a comment.

Powered by Zendesk