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Collaboration/ Commenting Feature in Guide?
Answered
Posted May 15, 2023
Hello,
So far I have found no way to collaborate on articles in Guide other than by submitting articles for review. Is there a way to collaborate with other authors by leaving comments and tagging agents?
Or, does anyone have an add-on that does this that they can recommend?
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3 comments
Jupete Manitas
What is available that we recommend in terms of guide collaboration is Team Publishing. With Team publishing, you can set up a workflow for new content collaboration or approval. A content author can create a new article as a work in progress, then, when ready, submit the article for review. Articles that are ready for review go into in a queue that reviewers can monitor, if they have permission. Articles can also be assigned to a specific person for review. We hope this information helps!
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Lindsey
Hi Jupete Manitas,
Thank you for your response. The problem we are facing is that there is no way to add suggestions, or comments, or have a discussion about small sections of the text. This is a very common feature in all other writing tools. Since Zendesk has no way to import those documents, it means we need to collaborate in a writing program and then copy and paste it to guide once it is finished. Even Freshdesk has this feature. Does Zendesk plan to add this feature anytime soon or are any add-ons that offer this feature? We need a way to collaborate on content and then seamlessly publish to guide and we also need to be able to comment and collaborate on existing articles. Assigning a developer a 600-word article for review when they only need to approve information in one sentence is not efficient, and that is the only collaboration Zendesk allows.
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Jupete Manitas
Currently, that functionality within Guide is not available, however, that could be a really good added feature for Team Publishing. As we checked, we have found similar requests about internal communication with Guide and the first link has an official comment from one of the product managers that this is on the radar.
Internal Comments on Guide Articles
Internal Commenting/Suggestion Feature on Articles
You can up-vote that original post and add your detailed use-case to the conversation. Threads with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning. Thank you!
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