Please give a quick overview of your product feature request or feedback and note who in your org is affected by this issue [ex. agents, admins, customers, etc.]. (2-3 sentences)

The Guide API has some significant gaps related to being able to view team publishing statuses, archived content, and being able to manage owner/template status. As you go deeper with Guide you start needing more powerful workflows and while most of Zendesk has a rich API, Guide doesn't give many options to fill in gaps. Some specific issues we've run into over time include not being able to set owners or templates on articles, not being able to properly assign content updates to staff (you can only notify the assignee and there is no comment history), we can't systematically archive/restore content, and we can't establish custom workflows that allow us to manage review status for content teams that don't directly work in Zendesk but collaborate with Zendesk users.

What problem do you see this solving? (1-2 sentences)

It would be great if Zendesk could solve all of our problems, but priorities happen, and it would be great if we had the ability to build solutions that allowed us to capitalize on the things that Zendesk has done right. When Zendesk can't prioritize some features, we can. In a conversation of build vs buy, sometimes the only option is buy elsewhere.

When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business? (3-4 sentences)

This used to be a daily issue for us, but there has been so little movement that we've had to move onto other workflows that are worse because of it. We want to use Zendesk, but it's difficult to onboard teams that aren't Zendesk primary and we don't have great options to fill in the gaps to allow those teams to really get into Zendesk content management. This has lead to many conversations with teams to load content into Zendesk that have fizzled out or become stagnant because the built in workflows don't cut it.

Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)

Most of our primary use cases just don't use Zendesk despite an attempt to do so. We have to have staff chase down content updates and owners over time because owners and notifications aren't easily maintained in a way that is effective for us.

What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)

Give us new endpoints to do what we can today, but with a path for us to build the workflows that work best for us.

Article endpoints should include the ability to read and set the owner and template
Add team publishing endpoints for Set Article Review Status, Assign Article, List Tasks
Add Schedule article publication endpoint
Add List/Restore/Delete Archived Article endpoints.

These would give us the ability to create workflows that can let us establish consistent Zendesk workflows around owner and templates used in a UI that we control. We could allow for article content to be pulled into another system for review workflows with non-Zendesk teams and allow for us to push status updates back to Zendesk. For article assignment, it would give us the ability to track comment threads on an article absent an option in Zendesk.

I understand there are other initiatives in progress at Zendesk that may negate some of the pain points above, but it would be great to see some API level options for past and new Guide features to let us do more with the product.