Managing article verification rules

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  • James

    Hi Zendesk team,

    Is there a plan to have a way to target who receives the reminders for verification?  For example, if we have a section for technical issues that are edited by one group of agents versus a section that may be more account-related managed by a different team.  It would be ideal to be able to set a group or list of agents to get the messages instead of sending them to all of our agents.

    Best regards,


  • Melissa Lucore

    Are there any plans to offer more specific frequencies for the verification rules to fire on? For example, if we have a release on 6/1, it would be helpful to trigger verification rules based on that date to ensure documentation is updated per that release. Also, any plan to increase frequency to longer than 12 months? A longer max timeframe would be helpful for some of our articles. 

  • Sabine Hanna

    If there are no verification rules set up, what is the default time span for a new article to change to "unverified" status?


  • Robert Thomason

    Is there a way to set email notifications to a group of users when specific articles need verification? 

  • Catherine Michalak

    Hi there, 

    Is it normal that even though all verification rules have been deleted we still continuously receive notifications for all articles that are in "Need verification" state. And is there a way we can put a stop to that?



  • Chris Green

    Is there a way to exclude articles from from 'verification'? We have a Group that is the owner of a handful of articles, and the entire Zendesk group gets notified to verify articles and we'd ideally like to turn off the notifications for these articles if possible.



  • Charles Gresula
    Zendesk Customer Care

    Hi Chris Green,

    You can use the filter to determine the group of articles affected by your article verification rule.

    Example, I only want the article verification rule to apply on articles I own so, on the Owner filter, I selected myself. You can add multiple filters to make sure that the article verification aligns with your workflow.

  • Josh Johnson

    Is there Verified "More than" filter option in the Apply filters feature when Creating an Article Verification rule? Here is what I am looking for but do not see the option and want to make sure it has nothing to do with my access level, version of platform, or permissions.

  • Ludwig Parma
    Hey Emily,
    At the moment, there isn't a way to exclude archived articles in article verification filters. 
    You may want to upvote and engage into this post from our Feedback - Help Center (Guide). Our Product Managers actively monitor our feedback threads, and conversations with high user engagement ultimately get flagged by the team for roadmap planning.
  • Josh
    Zendesk Customer Care

    Hi Catherine,

    Thank you for messaging us.

    If the verification rules are already deleted which is good to stop this, it's also possible that there are pending verification which is why notifications are still getting created.

    I would suggest checking this article for more information.

  • Jupete Manitas
    Zendesk Customer Care

    Hi Jennifer, thanks for writing in! There is no way at the moment to exclude a set of our articles from the verification process altogether. Alternatively, you may want to create multiple verification rules with different filters and that will give somehow filter out articles that need verified or exclude from the verification. Otherwise, please let us know and we will check it out for you. 

    Thank you!

  • Dane
    Zendesk Engineering
    Hi Josh,
    As it turns out, Verified "More than" filter option is not available.
    Hi Sabine,
    If there are no verification rules setup, articles will not go to the "Needs verification" view.
    Hi Robert,

    After you set the "Frequency" for your verification rule and it has been met, an email notification is sent to the article owner and the articles appear in the Article Verification list. You can also make a "Group" as an article owner.
    Hi Jane, 

    This is definitely a good feedback.

    Hi All,
    Just a reminder that product managers do not typically see product feedback posted in the comments on knowledge base articles. If you'd like your product feedback and feature requests to get noted and responded to by the product teams, please post it in the Guide Feedback Topic in the community. This is the official intake for customer feedback, and where PMs will typically respond and engage. Thanks!
  • Emily Riccardi

    Hi! I'm stilling learning my way around this and trying to figure out the best combination of rules to ensure we're reviewing higher-priority articles more frequently while others are reviewed maybe once a year (and also not bombard my team and our stakeholders with notifications at once).

    One thing I am noticing is when I set a filter and review the list of articles that fit that filter, it includes articles that have been archived. Is there no way to exclude these other than to fully delete them? Appreciate any advice!

  • Jennifer Lee

    How do I exclude a set of our articles from the verification process altogether? This particular type of article never needs to be verified.

  • Jane M Langschied

    Suggestion: Would love to have Article Placement as a filter as well. Not all our articles need to be verified as regularly as others. 


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