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Assigning or reassigning articles with Team Publishing



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Jennifer Rowe

Zendesk Documentation Team

Edited Jan 02, 2025


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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.

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Hi, is there an option or workaround to be able to assign an article to multiple reviewers? 

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Hi Adam, 
 
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.

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Is there a chance to retain the note history as a way to document the changes made and the rationale behind those changes?  

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Jupete Manitas

Zendesk Customer Care

Hi Joanne, thanks for writing in! 
 
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!
 

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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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Hi, 

Where can I edit the email notification the agent receives when an article has been assigned to them?

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Elizabeth Williams

Zendesk Documentation Team

Thank you for your feedback - I updated the article to reflect the correct permission. See the published article here.

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FYI for anyone else trying to make this work, there's a bug where the list of users articles can be assigned to for review is not properly reflecting the list of users who have edit access.

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 my instance all agents are available to be assigned to review an article (including light agents??). No ETA on a fix.
 

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Hi,

The assigned agent is not getting the email notification. Any idea what's missing in the setup?

Thanks 

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