You can create article verification rules to send reminders when articles need to be reviewed and verified, based on the criteria and interval you set. This helps ensure that your content doesn't become stale or out-of-date. For example, every three months you might want to review articles that have a specific label, appear in a certain category, or haven't been updated in a while.
An article verification rule is built with an article filter and a frequency. When articles meet the criteria and the interval based on a rule, email notifications are sent to the article owners for the affected articles, and the articles appear in the Needs Verification article list.
These articles are considered unverified, and remain so until someone verifies the articles. Article owners continue to receive email notifications twice a week for their articles that need verification.
You can create as many as 20 verification rules. You must be a Guide admin to create article verification rules.
You can duplicate an existing rule if you'd like your rule to be based on another rule.
To create an article verification rule
- In Guide, click the Settings icon (
) icon in the sidebar, then click Article verification. - Click Add.
If the Add button is not available, then you have already created the maximum number of 20 rules. You can delete a rule if you want to add a new rule.
- Enter a Rule name.
- Select a Frequency for the reminder.
After the specified interval, an email notification is sent to the article owner and the articles appear in the Article Verification list.
- Select Filters to determine the group of articles for this rule.
As you select filter options, a list of affected articles appears below.
- Click Create.
The article owner receives email notification when articles are ready to be reviewed, based on a rule. You cannot change or add recipients to the notifications. The owner is the author by default, but you can change the article owner to another user or a group.
18 Comments
Hi
I have a few questions around the notification email:
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!
Thanks,
Maggie
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:
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!
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.
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!
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.
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!
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!
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.
I want all articles to require verification except a specific few. Is there a way to exclude a set of articles from verification?
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
What if I want the help doc writers to get a one month reminder before the actual verification is due. Is it possible to set up two verification rules with different lengths on the same notification? For example, the default verification is 6 mos.; however, I also want a reminder to be sent out one month in advance at five months.
Cheeny Aban, do you have an update on the request to exclude articles from verification? I ask because as part of the implementation I want to exclude all of our articles from verification rules until they have done an initial audit using a spreadsheet that we currently use to track audits/reviews. Will this be possible--some articles won't have a verification rule and others will?
I have tried to setup two verification rules for the same article. I used their corresponding labels for the filters. When it comes to excluding articles, it's not natively available. However, you can choose a specific filter so that the article will not be included on the rules you will create.
Is it possible for Admin to receive email notifications when an agent initially submits a new article for review?
An article can be assigned to a Manager or another Agent which will send a notification through Team Publishing.
For more information on how to assign articles please check out: Assigning or reassigning articles with Team Publishing.
Thanks,
Christine
Is there a way to filter by status? I would like to eliminate archived articles from my verification reminders.
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