Team Publishing Documentation

Comments

30 comments

  • Avatar
    Barry Schwartz

    Will setting a predetermined time for an article to be published be a part of "Ready for Publishing"? Would be helpful for those articles that need to go live at certain times of the day or to prepare for an event that will start in the future.

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    Ryan McGrew

    Hey @Barry,

    It's something we've been looking at and currently isn't part of our MVP scope of this feature to bring it to EAP. I've heard the use case from others, but I always like hearing from folks about what they're trying to achieve.

    Specifically, what kind of time granularity do you need? Within 15 minutes? Down to the second? Additionally, would you want an expiration date as well?

    Thanks!

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    Rebecca McMurry

    I like the predetermined time idea as well. I would use it with feature release content. I could write the release notes in advance but have them publish on the day of the release. I would add that if we could publish articles in bulk it would be helpful too. 

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    Zac

    Hi @Ryan,

    We also like the idea of scheduled publish for articles in "Ready for Publishing" state. Our time granularity needs would be well served with a 15 minute window. I think in most cases we would only schedule down to the hour.

    Expiration date would be helpful in some cases. This would be for scheduling an article to un-publish at the end of some event (such as a promotion period), or for review at some later point in a product lifecycle.

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    Barry Schwartz

    Hi @Ryan,

    Exact date and time (rather than in 15 minutes or two hours) would be helpful for both publish and expire. Because we are global it's not always convenient for an admin to be in the office when an event starts, so having the option to set a publish time and date would be helpful. And events we plan do have an end time and date and could run from a week to a month. If we could set the article to expire at a given time and date, we wouldn't have to worry about forgetting to retire the article. :-)

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    Zac

    I have changed my opinion based on Barry's note above, and edited my note to reflect that.

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    Ryan McGrew

    Thanks for the response Barry and Zac,

    I think we might be misunderstanding each other. I guess my question was more like this.

    You could set a time for publish in 15 minute or 1 hour intervals, for example. So you would say publish this article at 9:00 Pacific Time on October 24. But you wouldn't be able to se it so 9:02:35 am Pacific Time on October 24. Does that time resolution matter to you?

    Instead of publish this article in 4 hours or something like that.

    Thanks!

     

  • Avatar
    Zac

    Hi Ryan,

    I think we're tracking. I was thinking along the same lines as you, and was a little too hasty in my last post remarking on my change of mind. I'm happy to publish it at 9:00 AM on October 24, or at 9:15 AM on October 24, and to do so without the ability to publish it at 9:02:35 AM on October 24. The 15 minute resolution would be more than sufficient for our unique needs.

    My change of mind related specifically to expiration dates with regard to "unpublish" - previously, I saw a use case for expiration that would prompt us to review an article, but since Barry's comment about using articles to support events, I agree that it would be useful to schedule an expiration date that unpublishes an article as well.

    I hope this is more clear!

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    Barry Schwartz

    Hi Ryan,

    Thanks for clarifying. Yes, what you are proposing is perfect.

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    Toru Takahashi

    Do you have a plan to support slack integration for this feature?

    It would be nice if we can get a mention via slack when we change the workflow status.

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    Ryan McGrew

    Hey @Toru,

    Yes we've talked about it! We decided to pursue email as the primary notification mechanism at first. One question, do you expect to be notified for all workflow status changes on a particular article? Or are there just a few that you care about?

    Thanks!

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    Ed Ball

    I like the idea of setting a publish date. And think 15 minutes is a fine interval for publishing. 

    I like the idea of being able to in-publish as well, but at least in our case we would like to have it flagged to review and leave it published. That way we can set our articles for monthly or whatever review periods to make sure the information is correct and still applies in the way it was written. So when an article is published we can set a review period of 30 days, or 60 days, or whatever. When that time period expired, it's flagged for review and we can review it and set it to ready for publishing. 

    As far as notifications, it would be nice if agents could subscribe to these notifications much like customers can follow articles. We have different groups, so we would not want to spam the technical support group with billing support article notifications. So if a particular agent/supervisor wrote/approved an article, they would be subscribed to notifications for that and any articles they are involved in. Subscribing via Category could be useful, and would help keep all agents abreast of new articles and article changes. Maybe notify the group for published articles, and the assignees for review. I guess this could get really convoluted and busy, so easier is always better. Being able to choose what notifications you received would be great though. I would not want to receive them all.

    This is all without actually seeing how this works, so I may be missing something. I guess I should actually sign up for the beta.

     

  • Avatar
    Rebecca McMurry

    I agree with @Ed Ball about the notifications. Users should be able to subscribe to specific notifications. Subscribing via Category is also a good idea. 

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    Maria McDowell

    It would be helpful to have a "Published" list as a default. Right now, "All Articles" include .. all, and filtering simply to "Published" is oddly difficult.

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    Peter Anargirou

    I also think being able to schedule the publication of articles (and bulk publishing) would be helpful. I can't see the harm in having 15 minute intervals, but even hour intervals would be nice.

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    Andrew Schreiner

    Hi Ryan, 

    Is there a way to limit permissions to certain groups or roles to only allow agents the ability to set articles to ready to review or ready to publish and have a separate group that is allowed to publish? 

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    Scott Clark

    We just got access to Team Publishing, and I found that if I try to delete an article, it remains in the "Work in progress" state (and list) and does not move it to the "Deleted articles" list.  Is this a known problem, or are their any workarounds?

    Also, I created a test article and saved, and then Assigned to myself, but have recieved no email notice. And after exiting the article, cannot find it anywhere in the lists.  Shouldn't it appear in "Assigned to me" or "Work in progress"?

    Lastly, the main reason we requested this feature was for scheduled publishing which was advertised as already functioning, though from the comments here, it's not actually available. Very dissappointed so far.

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    Scott Clark

    After further testing, I found none of our Lists in Manage articles are being updated. This includes the new lists created for Team Publishing, or any of my custom lists. Thus I cannot find any of the three test articles I created this morning, and for an actual article that I updated this morning it's display in one customized list shows as last being updated 4 days ago, so does not appear at the top of the All articles list..

    As a result, I must now keep a copy of the URL for any new articles created.

    Is this a problem with the installation that can be corrected, and/or do I need to contact support for correction?

  • Avatar
    Dovile Janule

    Hi everyone,

    We are exploring how customer would like to set and manage article permissions to support different set of actions that agents can do. We would like to validate few ideas and prototypes with customers relating specifically to managing article permissions within Guide. This does not include end users.

    If you're interested, please sign up here. 

  • Avatar
    Jennifer Eolin

    We have LARGE groups of collaborators working on articles from different teams across our company, plus different timezones. Not having the following is keeping us from fully adopting Team Publishing and working in Google Docs:

    1) It's possible for 2 agents to be working on the article at once and not know which can cause enormous tracking issues.

    2) There is only one opportunity to assign the article and that is the end of the communication notifications. Everything else relies on the agent manually checking to see if there are revisions to the article. (Unlike Google Docs where, for instance, you can assign a paragraph to a new collaborator via a comment by using their email.)

    Right now the "workaround" to this is to open a ticket and then manually update the ticket with every article revision and call out new collaborators there. Is there a way that this could be automated? For instance, I open an article and a ticket opens with it automatically. I can populate the team of authors on the ticket and hit send. After that, each time an author works on the article, a notification goes out to the team. 

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    Ryan McGrew

    Hey @Jennifer,

    A few questions for you:

    How many is large in your case?

    When do you find yourselves having multiple people editing the same article and what type of content is this usually happening with? Is it mostly internal knowledge base content or public facing content? If you had a view similar to Support where you could see who else had the article open, would that be sufficient? 

    The model we thought about was that a user would get assigned to make an update. They would perform that action and then assign it on to the next person if more information is required. Or a content manager would handle the assignment to multiple people. Would you ever want to assign it to multiple users at the same time? Would that help to alleviate this?

    You said that today you open a ticket, and post updates there. Would you rather have some type of ongoing comment thread in the note section? And all assignees get notified when a note is updated? Or is a ticket the right place for this type of information?

    Thanks a lot !

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    Zac

    I would like to join in here, though our use case is not as complex as Jennifer, and offer input. We would benefit greatly from an ongoing comment thread in the note section.

    Also, as I consider the prospect of assigning to multiple users, I think it might create some confusion as to who bears responsibility for the article as a whole. Google handles this by allowing you to assign "tasks" from within a document. Assigning an entire article to multiple users at once might create some confusion, from my perspective.

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    Ryan McGrew

    Is the note or comment thread the primary means of communication for your team for article updates? Would you ever consider having those conversations via email or Slack/HipChat/Skype/Messenger etc. ? And if so, would it be better to be pushing those types of conversations there and having some type of integration?

    Let me know. Thanks!

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    Zac

    Hi Ryan,

    The note or comment thread would be the "record" of conversation so 1) the most recent comment / the assignment comment can be viewed, and 2) the full thread of comment history can be referenced, while working in the article editor.

    From a notification perspective, email is the most reliable and widespread tool, so that should definitely be a channel (as it is today). We would also enjoy and benefit from integrations with Google Apps (such as Hangouts Chat, when that is released). We don't use widely use Slack or any other messaging tools within our organization now.

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    Jennifer Eolin

    Hey there,

    If we could have a "conversation thread" for assignments/comments/questions along the side that would help. Almost like a ticket, but integrated into the article edit page.

    We often have as many as 5 departments weighing in on an article. We need to be able to assign the article to the SME of each department. We also need email notifications when an article has been updated and the ability to reassign it.

    We also don't widely use Slack across our organization so email would be best as everyone has that capability and often on multiple devices (which helps for timely/urgent off hours articles so that you do not need to be at a computer).

    I hope that helps - please ask any clarifying questions!

  • Avatar
    Ryan McGrew

    Hey Jennifer,

    You asked about not being able to re-assign an article. Right now, you can click the x to clear the assignment and then assign it again. Is there something else you're looking to have happen here? Or is it more that you want to keep the text of the current assignment available? Should it just be a link that says re-assign and you can change the user it's assigned to while not touching the content of the note?

    Does that make sense?

    Also, you asked about notifications when an article is update. Who should get notified? The assigner? The author? All managers?

    Thanks!

     

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    Peter Anargirou

    Hi,

    We're seeing some issues with our lists in Manage articles as well. I see four articles listed in Ready for review currently that are actually fully published without any saved changes.

    A second bug that we saw involved a user following a section in our Help Center. I made changes to an article and saved those changes. I didn't publish the changes. The user received an email about an article being updated. The body of the email contained the published article (not the work in progress), so the end user didn't see anything he shouldn't have seen. However, he shouldn't have received a notification at all. That makes me nervous to click save too often.

    This person is an admin in Zendesk. I don't know if that could affect this.

  • Avatar
    Ryan McGrew

    Hey @Peter

    We'll take a look at these 2 things. The Manage articles issue we're aware of and working. For the subscription notification however I'll open a ticket. This shouldn't happen so I want to investigate a little further to determine what happened.

    Thanks!

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    Jennifer Eolin

    Hi Ryan!

     

    Oh - I didn't realize the X in the assignment box would let you reassign it. While that's great, it's not great to lose all correspondence with past assignees. We like to be able to track who it has been assigned to and when.

    Like a ticket, I'd love to be able to assign either a team (user segment) or chose from a list of people to collaborate. Ideally, the whole team (author, collaborators, managers in charge of content) should get an email whenever the article is updated (just like a support ticket).

  • Avatar
    Ryan McGrew

    So if we could give you a running log of notes and a clearer interaction to re-assign that would be a big improvement?

    Also I like the idea of assigning to a user segment. In this case, all users in the user segment would get notifications. In this scenario who would be responsible to approve an article? Would it get assigned back to a content manager for approval?

    Thanks!

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