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Zendesk Guide feedback on deleting categories and sections

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Terence Wan

Posted Nov 30, 2022

We has seen multiple occurrences in which sections and categories are accidentally deleted. This has resulted in (X) hours of restoration and effort from Zendesk to provide details of the articles mapped to the deleted categories, sections and sub sections.

Zendesk can assess if either, a mix or all can be implemented to reduce this issue from recurring. Each of these mechanisms serve as measure at preventing accidental deletion of Categories, Sections or Sub Sections.

S/N

Description of Feedback

Proposed Enhancement

1

Guide permissions today are similar to an all or nothing approach where users with access to add categories / sections are also able to archive / delete them. 
  • Introduce permissions similar to Support where users can be enabled to Create / Edit / Delete categories, sections and articles.

2

Users are able to archive/delete categories and sections when there are still associated articles
  • Prevent deletion of Categories or Sections when there is a presence of at least 1 article/section/subsection underneath the deleting Category/Section.

3

Sections and Categories cannot be restored from archive
  • Categories and Sections can be archived for up to a week instead of deleted, to facilitate restoration. Once archived Categories and Sections are restored, the associated articles can be restored.

4

2

2 comments

Date
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    Colin O'Brien

    I have just accidentally deleted a support article. I cannot find how to get it back.  Can you please help?

     

    0

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    Gabriel Manlapig

    Zendesk Customer Care

    Hi Colin,

    Did you archive the articles to remove them from your knowledgebase or did you permanently delete the articles? If the articles were archived, you can still have them restored by following the steps in this article: Viewing and restoring archived articles.
     
    However, if the articles were permanently deleted, i'm afraid these articles cannot be restored by anyone, including Zendesk. More information can be found here: Permanently deleting a knowledge base article.
     
    I hope this answers your question
     

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