Editing an article removes the published version from general visibility


  • Nicole - Community Manager

    Thanks for your feedback, Harrison. I've passed it along to the appropriate product manager.

  • Bogdan Andrei Sturzoiu

    Hi Harrison!

    thanks for the feedback!

    Agents can still see the existing published version either looking at the revision history, or clicking on the "Published x days ago" link on the right pane.

    So if you click "Preview" and "Published x days ago" you can get a side-by-side view of their published and draft version.

    Hope this relates to your scenario.

  • Harrison Crerar

    Thanks, Bogdan! These are steps that our agents are familiar with; however, it requires our agents to be in Zendesk Guide.

    A detail I missed in my outline above is that our agents are finding and utilizing articles using the Knowledge Capture app. So, when a published article is edited and turned into a draft, it will no longer populate as a search result in the Knowledge Capture app. This is where new articles can be erroneously created, or valuable knowledge about a support scenario missed. 

    Hope that helps clarify where our obstacles in this matter currently exist!

  • Bogdan Andrei Sturzoiu

    Thanks, that makes sense now! Good point, I'll bring it up with the team.


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