You can set an article owner for any knowledge base article. By default, the article owner is the same as the article author, but you can change the owner and set it independently of the author.
The article owner can be an individual user or a group. The article owner is notified when articles they own need verification, based on article verification rules you've created.
You can change the article owner for an individual article or for multiple articles in bulk.
Changing the owner for an article
You can change the article owner for an article to any user or group. You can also change article owner for multiple articles in bulk.
To change the owner for an article
- In
your help
center or Guide,
navigate to the article where you want to change the author, then click Edit
article in the top menu bar.
- Click Article settings at the bottom of the sidebar.
- Click
the Owner name in the article sidebar, then search or navigate to select another
user or group as the owner.
- Click Save when you are ready.
Changing the owner for multiple articles in bulk
You can change the article owner for multiple articles at once to any user or group. You can also change article owner for an individual article.
- In Guide, click the Manage articles (
) icon in the sidebar.Your All articles list opens by default.
- Open the Filters drop-down menu, then select a filter and a value to define
this list of articles where you want to change owner.
- Select one or more articles to update.
You can select a maximum of 30 articles at a time. To select 30 items at once, click the checkbox beside the number of results at the top.
- Click the Article settings bulk actions menu at the bottom, then select
Change owner.
- Search or navigate to select another user or group as the owner.
- Click Change owner.
The articles are updated with the new owner.
13 Comments
I cant seem to find this attribute in Explore KB Dataset.
Can someone help me?
Hey @...! Article owner is not currently one of the attributes available with the Guide: Knowledge Base dataset in Explore. You can check out this article, Metrics and attributes for Zendesk Guide, for a list of all the attributes available with the dataset.
I was going to recommend that you cross-post in our Explore Product Feedback Forum so our Product Managers can review and others in the community can see, but it looks like you have already done that here: Group Owner in Explore for Guide!
Hi, we are creating help center articles via API and now we wonder how to fill in the "Owner". In the API documentation is no declaration therefore available.
Why is it that comments on an article goes to the author and not the owner? Is there a way to change this behavior?
You can set a whole group as an owner of articles. And it would be great if all members of this group could get a email when new comments are added.
Hey Kristian,
There's no way to change this functionality at this time, however, I do agree that this would be a great solution to ensure that all members of a group will receive comment updates on an article.
I'll be sure to pass this along as feedback to our Guide product managers.
Thanks so much for taking the time to share this with us!
Hello,
do we have a API endpoint to update owner.
I'm sorry to say there isn't a way to update an article owner via the API. For visibility to our product team, would you mind posting your use case to our Feedback - Help Center (Guide) topic, using this template? Thanks!
Hey all!
Curious why the options for this "Owner" field don't include any of the User Groups or Management Groups we'd set up within Guide itself and instead rely on the Groups that have been configured on the Zendesk Support side.
Seems a bit odd considering all the other ways we can set up various groups of users within Guide itself, and I'd love to be able to created Guide-specific user groups for this Owner field instead of adding even MORE Groups on the Support side that could add further confusion for agents working in the Support product.
If you have some time, I recommend that you start a post about this in our Product Feedback page. Our Product Managers actively monitors our feedback threads, and conversations with high user engagement ultimately gets flagged by the team for roadmap planning.
You can create a new post in Feedback - Help Center (Guide) following the Product Feedback Post Template.
Some articles in our guide content show as no owner. What is the system that lets an article have no owner?
Ultimately, our system will and by default, populate the author's name to 'Unknown author' if the original author of the article is deleted as the system will give placeholder names like that. This is based on my testing.
I hope this helps!
Is it possible to make an author a group instead of an individual or remove the author notation altogether? We would like to have cohesion with all authors being reflected as the same group or not at all instead of an individual, how can we do that?
Group is not available as of the moment to set as an article author, you can only select agents. If you'd like to hide the article author that is possible, you can check this article for more details How do I hide the author of help center articles?
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