Recent searches


No recent searches

Reviewing, approving, and publishing articles with Team Publishing



image avatar

Jennifer Rowe

Zendesk Documentation Team

Edited Jul 12, 2024


2

23

23 comments

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.

 

13


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

2


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


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


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,

1


image avatar

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


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!

0


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.

1


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


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.

1


We have articles that are being published but are stuck in the "Ready to Publish" view. When you open the individual articles, they say they have been published. However, they don't have the green dot and don't appear under published articles in the Article Management. Is there a way to move them from "Ready to Publish" to "Publish?" 

1


image avatar

Dane

Zendesk Engineering

Hi Kelly,
 
Regarding this behavior, I'll create a ticket for you to investigate further. Please wait for my update via email.

0


Is there a way to create a webhook to Slack when an article is published?

1


Any thoughts on the original comment from Mr. McCabe?  Comments from reviewers on an article would be great.

0


image avatar

Dane

Zendesk Engineering

Hi Gabriel,
 
It is not yet available. However, based on our Product Manager's comment, it is already in the roadmap. 

0


I am having the same problems as Zach. Email addresses are correctly displayed but notifications are not being sent to the recipient when being asked to review articles.

0


image avatar

Christine Diego

Zendesk Customer Care

Hi Ian Morgan,

If you are experiencing issues with email notification for article review, we ask that you please open a ticket with our Support team so we can investigate specifics with your account. 

0


image avatar

Judy Correia

Zendesk Luminary

Was happy to see that the review status dropdown list was added, however, it appears that as a content reviewer, changing the status from Awaiting review to In progress or from Ready to publish to In progress does not move the article to the associated default review status list in the left panel (shown below). They remain in the previous list (e.g. article status changed from Awaiting review to In progress remains in the Awaiting review list). The only way to overcome this is to make a small change to the article (in our case we add a space at the end of the title), click save, then set the desired status. While not significant in terms of effort this seems to be an unnecessary task if the desired status is being set. 

1


image avatar

Tony

Zendesk Customer Care

Hi there!
Thank you very much for your feedback. I'm marking this suggestion down so our product team check that!
 
Feedbacks are vital and help us to improve our products. Thank you again and have a nice day!

0


What is the "link in the email notification to open the article you want to review"? Where is this set up and how does it work?

0


image avatar

Destiny

Zendesk Customer Care

Hello Nicole,
 
Thank you for sending in your inquiry. 
 
I understand you wanted to know how this link to email notification works for article review and where to find it. Essentially, as an account administrator, you'll be alerted via email when certain articles in your Guide require review. The notifications typically originate from noreply@yoursubdomain.com, where 'yoursubdomain' represents your specific account identifier. Attached is a screenshot for your reference.
 

 
Within the email, you'll find links that directly connect you to the articles awaiting your review.
 
You can refer to the guide "Setting reminders to review and verify articles" to learn how to arrange everything from manual to automated article reviews.
 
I trust this explanation clarifies things for you. Should you have further questions or need more assistance, please don't hesitate to contact me. I'm here to help!

0


Hello there! My agents are having trouble creating an article in the help center. I have attached a photo that shows their roles and access. When they access the help center, they are unable to see the "Add" button in the left-hand corner. Could you please let me know what we might be doing wrong? Thank you.

0


image avatar

Gabriel Manlapig

Zendesk Customer Care

Hi Raida,

Editing and publishing permissions for Guide agents are not present by default and must be granted through the creation of management permissions

I hope that helps, thank you!

0


Please sign in to leave a comment.