Guide: Teams/Groups in the Owner field of Articles
Feature Request Summary:
Zendesk Guide should streamline the ability to use Groups/Teams in the Owner field of an article. In our instance we use the Owner field as the user responsibile for editing, publishing, and responding to feedback about the article. You can currently put a ticket group/team in the Owner field, however there are the following limitations:
- The author of the article defaults in the Owner field, meaning that it creates an extra step for the author/creator of the article to complete (i.e., change the owner field).
- The options available in the Owner field include ticket groups. Ticket groups may or may not include individuals that have the ability to edit and publish knowledge articles.
- You cannot Assign an article to a group currently, only individual users.
- Article verification sends an email out to the user to verify their articles. However, when we've tested this with a PDL for a group, the email that is sent out does not correspond to a specific queue for that group in the Guide admin view.
Many, if not all, our knowledge articles are owned by a team of individuals, not necessarily one user. If we were able to make specific "knowledge owner" groups that could populate in the Owner field in Guide, it would resolve this issue of individual ownership vs. group ownership. Also, if we could tie those "knowledge owner" groups to specific categories/sections, then the Ownership Group could dynamically show up in the Owner field once the author selects the Category/Section. In addition, if the Owner field could be tied to the Submit for review process, then a team/group could receive these articles and manage that queue (I have a related Feedback post here: https://support.zendesk.com/hc/en-us/community/posts/4409399751578-Guide-Team-Publishing-Workflow-Submit-for-Review-Assign-Owner).
Business impact of limitation or missing feature:
Currently, when a user leaves to a different department or leaves the company, the corresponding article becomes "ownerless," meaning that when this happens there is no user responsible for editing, publishing, and responding to feedback about the article. This presents an obstacle and extra maintenance on our end that would be resolved if the Owner group could be a team/group.
In addition, for specific applications in our company, there may be many individuals that collaborate on knowledge articles, so assigning it to a team/group provides that team the ability to know all the articles they own. As a workaround, we've created "sections" for teams to own, but sometimes a team's knowledge is published across several sections.
Lastly, from a reporting perspective, we cannot easily pull all the articles that a team owns. Since in Explore we can only currently pull the Author or Section, we have to create ad hoc reports with several selections to get a team's list of all the knowledge they own.
Hi Ryan Boyer,
This is a very interesting case, thanks for raising it up. We don't have any immediate plans to work in the area of article ownership/authoring right now. But I'm logging in your feedback and taking it into consideration when we start looking into it :)
We were just talking about this. It would be great if a group/team could be the owner of an article for all the reasons Ryan mentioned above.
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