Reviewing, approving, and publishing articles with Team Publishing

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10 Comments

  • Paul Mccabe

    We would like to have the ability to add internal comments to an article during the review process. The use case would be that an editor/reviewer is requesting changes from a contributor, which can be documented as internal comments and sent back.

     

    1
  • Ashleigh Dietz

    We are seeing an issue with Articles getting "stuck" in the Awaiting Review. This appears to be random and is not happening at a high frequency but we do have a handful of articles that are in Awaiting Review that we cannot get to leave this status. 

    The articles in question have the green published notification next to them but when you try and click into the article to verify the settings, you are directed to the All Articles page and you cannot actually navigate to the desired article.

    A few articles have been stuck in this status for about a month now. 

    Is anyone else experiencing this issue or is anyone able to provide assistance on how to get these articles out of the Awaiting review status?

    -Ashleigh

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  • Maggie Ungerboeck
    Community Moderator

    Hi Ashleigh,

    I haven't seen this in our Zendesk instance personally. Do you use translations? Are you able to access the article from the Help Center and try and edit it from there? 

    Thanks,
    Maggie

    0
  • Ashleigh Dietz

    Hi Maggie,

    I believe it is related to using Content Blocks. We signed up for the EAP for Content Blocks to help with an issue we were having publishing multiple articles from Paligo to Zendesk but ultimately it didn't end up working like we wanted. I have asked the Product Manger to disable Content Blocks for us and hopefully that will resolve the issue. 

    Thanks,
    Ashleigh

    1
  • Graham Haire

    Is there a way to allow certain agents to Approve articles without allowing them to Publish articles?  I have used User Segments and Management Permissions to allow for Edit permission to a certain group of agents so they can edit and review articles. What I would like to do is allow them to submit for Approval (which they can) to a group of agents that Approve content.  Then another group who can Publish. This seems to be possible after reading this article but am struggling on how to implement it,

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  • Brett Bowser
    Zendesk Community Manager

    Hey Graham,

    I did some digging and it looks like Approve is part of the Publish permissions and currently there's no way to separate the two permissions. More information can be found in this article: Creating management permissions to define agent editing and publishing rights

    I think you bring up an interesting use-case that would be worth sharing in our Guide Product Feedback topic which I've linked for you. I would recommend copying the following template:
    Product Feedback Post Template
    and sharing your feedback in that topic for our Product Managers to review.

    Thanks so much for taking the time to share this with us!

    0
  • Graham Haire

    Thanks for coming back to me, Brett.  I was about to post to the Guide Product Feedback site as you suggested however Jonathan beat me to it with this feedback article "Separate Permissions for Approve and Publish in Guide".  I voted it up.  For those interested, please do the same!

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  • Zach Brown

    I may be missing it, but how would one go about setting up the email notifications for when articles are submitted for review?  It's referenced in this article but I can't seem to find instructions on how to actually enable this.

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  • Dave Dyson
    Zendesk Community Manager
    Hi Zach,
     
    The email notifications should be sent automatically whenever an article is assigned to someone for review -- see Assigning or reassigning articles with Team Publishing
    0
  • Nathan Cassella

    I'm having the same issue Zach is. People that are assigned to tickets are not getting notifications, myself included.

    The users that are being assigned are members of teams that have edit rights yet they never receive a notification.

    0

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