Setting reminders to review and verify articles

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  • Dawn Anderson


    I have a few questions around the notification email:

    • Is there a way of displaying all the articles within the one email that need verifying instead of 3 and then a click 'more'
    • The user who receives the email doesn't have guide management access, when they receive the email and click on 'view more' they get a page that tells them there are currently no results - do you have to be guide admin to be able to view them in this list?

    • We don't want them to have guide admin access to edit the articles direct - is there a workaround so they can see all the articles they need to review?
  • Maggie Ungerboeck
    Community Moderator

    Hi Dawn,

    For the first question, the email that gets sent out is an automatic email so there isn't a way to change the content.

    For the second and third questions, the user doesn't need to be a guide admin, but the user does need to be a Light Agent or above with Guide access. You can view a user's Guide access in the Admin Center. Here's an example below.

    Without access to Guide to edit articles, then I wouldn't expect they would see any articles listed since they don't have any Guide access. 

    Hope that helps!



  • Mary Paez

    Question.  We have 6000+ articles in our KB.  Some are 4-5 years old. We want to set a default article review date to be 6 months.  After that, each owner will set a 3, 6, or 12 month review.  Will the initial email notification get sent to authors from:

    • 6 months from the date of creation?
    • 6 months from the date of publishing?
    • or 6 months from the date the review date is set?
  • Paul Phan

    Hello! I'm in charge of regular maintenance for my team's articles. We do bi-annual checks on articles with high views, zero views, and ones with multiple downvotes (we get our data through Power BI). Is there any way to automate this process through the verification rules on Zendesk? We recently got Guide Enterprise, so I'm still working my way around things haha. Thank you so much!

  • Jean-Charles Pascale

    Hi Paul,

    I tried to find an API endpoint that could have been used to automate the verification process for articles, but there does not seem to be one. I am afraid that there is no way to automate this workflow according to articles statistics at the moment.

    However, you can use the API to modify the attributes of articles, and use the filters on the verification rules to only apply the rule to some of your articles, according to their statistics.

    I hope this helps.

    Jean-Charles - Zendesk Support

  • Paul Phan

    Hey Jean-Charles, thanks for your reply! I noticed that Content Cues allows you to see how many views a certain article gets. Is there any way to see how many views all articles get? That way, I'll be able to add labels based on high views for more frequent verification.

    Thanks again!

  • Jean-Charles Pascale

    Hi Paul,

    Unfortunately, there is no way to see how many views all your articles are getting within Zendesk.
    However, you can use our integration with Google Analytics to obtain those results.

    I hope this helps.


  • Erin Daniels

    Hello Zendesk,

    Is there a way to disable the email notification when an article needs to be verified? The "owner" of our articles is a user segment that includes the entire knowledge team, and we'd like to avoid a massive influx of emails if possible. Thank you!

  • Jeff C
    Zendesk Customer Care

    Hi Erin,

    Unfortunately, there is not a way to disable these email notifications and as a workaround instead for this is to completely delete the Verification rule.

    Hope this answers your question!

  • Morgan King

    Hello Erin,

    We are in the same boat, what we did was create an Outlook rule to filter the emails into a special folder that is ignored and cleared out periodically.

  • Felipe Mejia

    I want all articles to require verification except a specific few. Is there a way to exclude a set of articles from verification?

  • Cheeny Aban
    Zendesk Customer Care
    Hi Felipe, 

    Unfortunately, there is no option yet to exclude articles from verification. We understand your need for this functionality so I am marking this comment as Product Feedback.  We truly value customer feedback and your voice and votes on the product feedback topics in the community help influence future Zendesk functionality

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