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About article verification and how it works



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Elizabeth Williams

Zendesk Documentation Team

Edited Jun 21, 2024


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16 comments

Hi there!
I have a question about first-time rule setting for verification - we have roughly 1632 articles we want to apply this rule to. If we were to apply this rule tomorrow, would there be an initial blast to the whole team asking them to verify ALL of the articles they've written (so that the system can 'set to 0' in a way, and knows when to ping folks when the next verification check is required)?

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Elizabeth Williams

Zendesk Documentation Team

Hi Liz J. Brown - If you were to apply the rule tomorrow, then the next time the rule runs (it runs weekly) the rule would look at the articles and set to "unverified" any articles that meet your defined filter criteria and were not verified within the frequency set by your rule. For example, if the frequency is set to verify articles every six months, the rule will look for articles that meet the filter criteria and have not been verified during the prior six-month period.

If you want to set all articles to unverified you can use the manual article verification process to prompt a one-time review. To do this, you can select the articles you want to unverify from the articles list, then use the bulk actions menu to set those articles to “unverified.” For more information about how to implement either an article verification rule or a manual verification, see Setting reminders to review and verify articles.

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I would like more information regarding what happens to an unverified article over time. Our system has automatically unpublished them. Where are the rules around this? What is the time frame, and can we manage these settings? 

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Katarzyna Karpinska

Zendesk Product Manager

Hi Alana Martin

The unverified article stays unverified there is no automation connected to it that unpublishes articles. If you've observed that in your set up I suggest contacting our support who might be able to help with finding out what happened.

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Please someone help me !!! why my seconds agent cannot sign in, when sign in have a message appear like this Cannot sign in suspended user #1514085922341

i chat live support but no one online, only a bot answere me

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Brett Bowser

Zendesk Community Manager

Hey there, 
 
Thanks for bringing this to our attention! It looks like our Tier 2 team was able to help get the account unsuspended and are just waiting for you to follow up to confirm everything is working on your end.
 
I'd recommend replying back to that ticket so they can assist further if you have any other questions.
 
Cheers!

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I'm not quite understanding the difference between unverify/verify an article and submitting it for review. When should I be using one or the other? Thanks for the help

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JR Lausin

Zendesk Customer Care

Hi Rebeca,

Regarding your question. Unverify means you need to make changes or update on an article. For example, you might be moving to a new brand name, in which case you would want to review and revise your articles to reflect the new brand.

Unverifying article can be done  manually or automatically.

   * Manually unverify articles, prompting a review and verification by article owners.
  *Automatically unverify articles by configuring article verification rules based on predefined filter and interval criteria.

Please check this article:
https://support.zendesk.com/hc/en-us/articles/4408828628634-Setting-reminders-to-review-and-verify-articles

While Verifying means you're already in the process of Verifying an article.
Articles that need verification are considered unverified until someone verifies the articles.

Once articles are unverified, they remain in the Needs verification list and are listed in About article verification emails to article owners until they are verified, regardless of whether the rule that put them there is changed or deleted.

Here's our article about verifying an article.
https://support.zendesk.com/hc/en-us/articles/4408822044186

Sincerely,

 
 

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JR Lausin, thanks for your response and time. I understand the difference between an unverified and a verified article. My question is more about when I should unverify an article because it is outdated and when I should submit an article for review. When should I use one or the other? Hope I'm making sense.

Thanks again :)

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JR Lausin

Zendesk Customer Care

Hi Rebeca,

I believe your confusion lies on unverifying an article and submit an article for review because those 2 are the same when you unverify an article you're submitting it for review and once articles are unverified, they remain in the Needs verification list and are listed in About article verification emails to article owners until they are verified.
I hope that makes sense. 

Regarding the question on where you can unverify an article I believe that question needs to be answer on your end or the one who handles your articles review as they need to check on when an article is updated or needs to be updated.

Sincerely,
 

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Can a light agent user that owns an article re-verify the article after they receive the reminder email? Or they need to be normal Agents to access the guide admin, since the verification process takes place on the admin side.

 

I'm asking from a license management perspective as having external SMEs (not agents) owning and reviewing articles is a common use case.

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Paolo

Zendesk Engineering

Hello Agis,
 
You have the ability to give management permissions to all agents, including light agents. This will allow them to actively participate in the article creation and management process. You can find that information here: Creating management permissions to define agent editing and publishing rights.
 
Best,

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Is it possible to modify the email that is sent. In my use case I have an article that needs to be updated from an external source. I have added a label for that article to require verification every 3 months. I would like to add the link to the external source in the verification email that is sent to me. Is this possible?

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Question. We have a rule in place to verify articles with a frequency of 1 year intervals with no filters applied. Any new articles I create have no verify/unverify button to select, but the 1 year rule is in place. So, at what point will my brand new articles be unverified? On the Created Date 1 year from then, or on the first Published Date 1 year from then? What's the starting point? 

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We have Light Agents in a group who we do not want to edit/verify knowledge articles (and the Light Agent role does not have Manage Guide set to do this).  However, Light Agents still receive the verify request if the group they are in is set as the article owner, but if they click the link they get an access denied message.  If they don't have access, surely it shouldn't send them the email?

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Elaine

Zendesk Customer Care

Hi Christina,
 
Thank you for your question!
 
Based on our article verification process, new articles you create will start with no verification status. They will automatically become unverified one year from the Created Date. This means that after one year, if the articles haven’t been manually verified, they will shift to an unverified status in accordance with your policy of verifying articles at one-year intervals.

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