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Verifying articles that need review



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Jennifer Rowe

Zendesk Documentation Team

Edited Jan 02, 2025


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31 comments

It would be very helpful to be able to set a start date along with your chosen intervals. We recently moved to ZD and have over 700 articles - I want to be able to set annual review dates but I want to spread the dates that these reviews are due. The only way I'll be able to do that is to set up rules to verify for our various categories and then keep changing them until they land how I want them to - it will take a year of manually adjusting to get this set up. It could take 5 minutes with a Start Date field. 

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Hi Casey,

My name is Tod with Zendesk Customer Advocacy, and I want to apologize for how long it has taken to get back to you on this.

Regarding the feedback here about the Start Date Field for the rules on reviewing the articles, I am adding this as Product Feedback so our Product Team is aware of the request and suggestion here, as well as the scope of the utility it would provide.

Let us know if you have any questions.

Best regards,

Tod

Shift: Sunday - Thursday

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Is it not possible to verify only the articles that are open for the public ? 

I can only select starting from "signed in user", but its everything that is open to public that I want to be sure that is verified....

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Ahn Letran

Zendesk Customer Care

Hey, Francois!

Thanks for creating this feedback. I've checked on this input, and confirmed that you can select the articles that Need verification by selecting under Filters: Permissions > Visible to > Everyone, for public-facing articles. Check all the boxes you need verified, then click the Article settings bulk actions menu at the bottom, then select Verification. Lastly, click Verify to confirm that you want to verify the selected articles. More info here: Verifying articles in bulk

Cheers!

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Who is notified when the article is due to be verified, and how are they notified? The article owner? 

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Phoebe Morin

Zendesk Customer Care

Hi Reagan!

Indeed, email notifications for article verification are sent to the article owners for the affected articles, and the articles appear in the Needs Verification article list. More information can be found here: Setting reminders to review and verify articles

Cheers!

 

 

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Hi Zendesk, when an article is awaiting verification can it still be viewed by users within the Help Centre? Or is it intermittently 'taken off the shelf'? 

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Hi Lauren, articles awaiting verification are still viewable by users – they just appear in the "Needs verification" list and reminders can be sent.

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Does Zendesk support private comments, or some other mechanism by which my QA Team can provide feedback to our content authors on articles that require verification or review? Or is it necessary to manage the bulk of the authoring and maintenance in a separate platform?

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Hi Lucas,
 
The Knowledge Capture app may be of help here: Flagging articles with the Knowledge Capture app

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@...,

That is a good solution for articles that have already been published, but does not support the pre-publish workflow of Draft → QA Ready → QA Feedback → Published (or thereabouts).

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Thanks Lucas - you might then be interested in Team Publishing: About Guide Team Publishing

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Dave,

Looks like Eric surfaced the same concern over a year ago. Seems a spreadsheet (or similar) remains the only viable solution.

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Hi,

the "unverified" marker only displays in the editing screen, not in the actual article view. Is there a way (via a code snippet or similar) so I can make users of my knowledgebase aware that content is not currently verified?

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Dion

Zendesk Customer Care

Hey Sabine,

We do not have a way to surface this and verification of articles is an internal feature that is not available to end-users. There is no API or Guide Helper that can achieve this even via custom code.

Regards,

Dion

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Hello, is there any way to verify links to external pages added to the articles?

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Christine

Zendesk Engineering

Hi Danilo,

At this time there's no feature within Zendesk to detect hyperlinks added (both internal or external) to list, change or verify them.

If you have some time, I recommend that you start a post about this in our Feedback - Help Center (Guide). Our Product Managers actively monitors our feedback threads, and conversations with high user engagement ultimately gets flagged by the team for roadmap planning. You can use the Product Feedback Post Template.

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Is there an easy way to create a report that shows when articles will need to be verified again based on the current rules?

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Anne Ronalter

Zendesk Customer Care

Hello Jeff,

in this case, you can set reminders to review and verify articles.

I have also found a similar post in our Community:
Reporting in Explore on Article Verification

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Thanks for the reply, Anne. We already have reminders to review and verify, but that only solves the issue when an article comes to the end of its verification life. It would be great to see when a currently verified article will need to be reverified, for example {Article Name -- last verified date -- next verify date}. This would be helpful for us to forward plan the work that will need to be done to keep up with the maintenance of our articles by seeing what is coming up in the future. I hope I am just missing something, but haven't been able to find this yet. Thanks so much.

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Something I ran into after scratching my head for a moment...Articles can have a "null" verification.

As I was developing a process to delegate article verification duties across multiple departments in our company, I noticed that some articles showed the verification option in the articles Edit screen which others did not. It perplexed me until I realized that it seems we need to deliberately Unverify each new article before the verification option is shown in the article Edit view.

So our intended Guide workflow is Author (Agent or Light Agent) creates article >> Owner reviews and verifies to make ready to publish >> Admin confirms formatting and "voice" of article be publishing >> Article gets reviewed and verified again by Owner again per the Article Verification Rule(s).

The hang-up is that the new article must first be located in the All articles view and marked as Unverified before the Owner is able to see verification option/function in the article Edit view.

Am I missing a way to make all new articles Univerified by default?

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Hi Josh,
 
Related to your concern, you can manually unverify articles right after creating them manually as per the image below:
 

 
There is no specific setting to make new articles unverified automatically since this is not the use case it was designed for. At the moment, that's the closest workaround we can offer. Otherwise, you'd have to build a really generic rule that catches articles a couple of weeks later. 

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Hello, 
is it planned, that in the future we can verify the articles via API call? Because we have currently over 20.000 articles and need now to verify them in 30 item batches, which is very annoying. We know that this articles are good quality etc. so no manual verification is necessary for us. 

Looking forward hearing from you
Christian

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Is there a reason that someone needs to have publish permissions to verify an article?  I have a team that wants to review articles when needed, but often do not need any update.  We want to control who can publish a new version, but they should be able to verify it if there are no changes needed.

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Joyce

Zendesk Customer Care

Hello Steven,
 
There's currently no option to give agents only verification permission. This setting is only visible when an agent has publishing permission. 

I understand the importance of allowing your agents to verify an article without the ability to publish changes to it on your workflow. I encourage you to create a new post in the Guide Product Feedback topic in our community to engage with other users who have similar needs and discuss possible workarounds. 

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+1 to everything Jeff Michaelis said. We need to be able to see and report on: 

  • Date of last verification
  • Date of next verification
  • Who verified the article 

This is important to those of us who manage the content audit and need to plan for the future. We need to be able to see how many articles will fall into an unverified status at any point in time throughout the year. We have rules set up to verify higher priority articles every 3 - 6 months, and others 1x per year. At this point, I can't tell when ANY of my articles are up for verification again in Zendesk, so I have to manually keep a spreadsheet with dates to know what to expect next year. Getting an email right before the article verification expires is insufficient. 

Additionally, I may have verified an article 2 months ago but due to product releases, go back and fully revise the article, then re-verify it. That will change my next verification date. I shouldn't have to manually keep track of these dates. 

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Hi,

 

This article states that “Article owners and agents with publishing permissions can verify articles”. But in our Guide instance, the owners are not able to verify their articles.

  • They are owners (not just author)
  • The article is already published
  • They can see the ticket under the “Needs verification” list
  • When they open the article, they can see the “Unverified article - This article is due to be reviewed…..”, but they can not see the three dots, where they can click “Verify article”.

They also cannot due it from the “Bulk” actions, where “Verification” is greyed out.

 

What can be the cause? :-)

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Hi Zendesk team. 

Can a light-agent verify an article if they get the notification email or they need to have special access, like guide admin, or agent?

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Destiny

Zendesk Customer Care

Hello JH,
 
I appreciate you getting in touch regarding this unusual issue where your Account owner is unable to verify articles on your account. To address this matter effectively, I suggest contacting our Support team for in-depth troubleshooting. Here's a guide on Contacting Zendesk Customer Support
 
We are very eager to help you resolve this.

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Destiny

Zendesk Customer Care

Hello Agis,
 
I appreciate your question. It's my understanding that light agents might indeed have the capacity to verify articles, although to be certain, I would advise conducting a test to confirm this functionality. Additionally, you can find comprehensive details on the permissions and limitations of light agents in Zendesk at the following resource: Understanding and setting light agent permissions.
 
I trust this will provide the clarity you need.

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