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Feature request: "Save as Draft" option for published articles within Guide
Posted Feb 18, 2022
Update: I think this feature for Guide Enterprise solves the need here, so updating the feature request to allow lower-level plans to do this. Seems like a pretty standard feature. (Thank you to Sam in the comments below for pointing this out to me!)
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When we know an update to a product is coming that will impact an existing article, we'd like to be able to draft an update to that article and save it within Zendesk Guide before publishing that change.
Currently, if we need to draft an update to an already-published article, we have to do so in Google Docs and then copy/paste the changes into Guide when the product update is released. It would be easier to draft that update in Guide so when the update goes out, we can go in and click Publish.
For comparison, ScreenSteps does this -- you can have a published version, draft a change to that version and click 'Save as Draft,' which will add a 'Draft' flag/indicator on that article in the backend, but keep the previous version published. When the product change is released, we can quickly go in and click "Save and Publish" because the updated content is already there.
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6 comments
Sam
Hi Emily!
This functionality exists but depends on the Zendesk Suite plan your team subscribes to. In Working with drafts in the knowledge base, it seems that Enterprise users can save drafts of existing content, and Growth/Professional users can save drafts of new content. But I agree, this should be something offered to levels less than Enterprise.
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Emily Riccardi
Aha! Yes, and that links to this article, which I think would solve the need here: https://support.zendesk.com/hc/en-us/articles/4408832673818
Yeah, interesting this is reserved for Enterprise (we're currently on Guide Professional). Thanks for pointing me in the right direction!
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Janet Wilson
Hi Emily R. I have just posted the same request - we are on Growth- and simply dont need all the extra ticketing and support tools that come with the Enterprise support tools. It would double our fees and simply isnt good value for us. What we do need is a really good and efficient KB to use. The ability to make changes, preview and choose when to publish those changes, seems pretty basic requirement for creating any kind of live content in 2022.
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Zach Gilbert
Where do we stand on this? It seems like such a simple important feature to not hold behind a paywall.
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Matt Winer
Yeah, us little guys have product releases and updates we need to push at launch time too. This way I can have the dev team and CS team working on stuff in parallel and when everything is ready to launch we publish the app and the updates in one swoop.
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Maeve O’Malley
I'd love it if Zendesk could revisit this request to make published articles editable in draft mode for plans other than Enterprise. Often times we have published articles that need to be updated prior to a release and others on the team need to review the content prior to it being republished.
With the current workflow in Zendesk, that's not possible for us and requires the team to perform duplicate work by drafting the updates outside of Zendesk and then transferring the content over. It's been a challenge in adopting Zendesk for sure.
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