Team Publishing enables you to assign an article to an agent and add an internal note for them. This is useful for making a team member responsible for updating, reviewing, approving, or publishing an article.
You can only assign an article to an agent who has permission to edit the article. You can add an internal note to the let the assignee know what is needed. You can reassign articles as needed, as they move through the various article states in the workflow.
When you assign an article to a user, that person receives an email notification with a link to the article. Guide admins can view all of their assigned articles in an article list. Users who are not Guide admins cannot view article lists, so they need the direct URL to access the article.
Assigning an article to an agent
You can assign an article to any agent who has permission to edit the article. You cannot assign articles to end users. You can add an internal note on the article to the let the assignee know what is needed.
If you need to assign multiple articles at once, see Updating knowledge base articles in bulk.
- Open an article for editing.
- Click Assign in the right panel of the article.
- In Select a team member, type at least two characters to search for an agent,
or select an agent from the drop-down list.
You can only assign the article to an agent who has permission to edit the article. If you select an agent who cannot edit the article, you'll see a message indicating that you cannot assign the article to that user.
If you do not see a list of users, your agent role may not have permission to view all users in the account.
- In What's the update, enter an internal note.
- Click Send.
The agent will receive an email notification with a link to the article. Guide admins can view a list of all their assigned articles. Users who are not Guide admins cannot view article lists, so they will need the direct URL to access the article.
Reassigning an article to an agent
You can reassign articles, as needed, as they move through the various article states in the workflow. When you reassign an article, you can update the internal note. The note history is not retained.
When you reassign an article, the new assignee receives an email notification with a link to the article. The previous assignee does not receive a notification that the article has been reassigned.
- Open an article for editing.
- Click the options menu beside the assignment, then select Reassign.
- In Select a team member, type at least two characters to search for an agent,
or select an agent from the drop-down list.
You can only assign the article to an agent who has permission to edit the article. If you select an agent who cannot edit the article, you'll see a message indicating that you cannot assign the article to that user.
If you do not see a list of users, your agent role may not have permission to view all users in the account. - In the note box, enter a new internal note.
It is not possible to retain a notes history. The new note will overwrite any existing note.
- Click Send.
The new assignee will receive an email notification with a link to the article. The previous assignee does not receive a notification that the article has been reassigned. Guide admins can view all of their assigned articles in an article list. Users who are not Guide admins cannot view article lists, so they will need the direct URL to access the article.
Viewing all articles assigned to you
In All articles, you can use a filter to view articles assigned to a specific person.
- In All articles, to the right of the Search bar, open the Filters
drop-down list.
- Open Assigned > Assigned to.
- Enter your name in the search field.
Unassigning an article
You can unassign an article, when you have finished with it, in any of the various article states in the workflow.
- Open the article for editing.
- Click the options menu beside the assignment, then select Unassign.
6 Comments
Is there a chance to retain the note history as a way to document the changes made and the rationale behind those changes?
It is a limitation as we checked at the moment. Also, It is mentioned in this article and this part particularly "Reassigning an article to an agent", says that "It is not possible to retain a notes history". If you want to share your use case, please post this in our community as product feedback to engage with other users who have similar needs and discuss possible workarounds. Conversations with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning. Thank you!
Various people on this thread asked about capabilities like group reviewers and alerts on the Q&A status. We at NorthShore.ai 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.
There's not a way to assign an article to multiple users at the same time. As a workaround, if you had a defined approval path, you could include the list of who should be receive the next assignment, or a link to an external shared document with a list of who needs to be assigned, in the internal note you can include when assigning the article.
Hi, is there an option or workaround to be able to assign an article to multiple reviewers?
Hi I am testing team publishing in our sandbox and just want to advise there seems to be a mistake in this article. It says in several places that only guide admins can see the lists but other users can't and will have to use the email with the link to the article. This is not true, I'm logged in as someone with editor permissions (via user segment/management permission) who is not an admin and I can see the lists.
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