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Nora Servidio
Joined Oct 29, 2021
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Last activity Oct 29, 2021
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Latest activity by Nora Servidio
Nora Servidio created a post,
Post Feedback - Help Center (Guide)
Background:
When editing already-published articles, there are currently two options Zendesk users are presented with: Save or Unpublish.
When editing already-published articles, there are currently two options Zendesk users are presented with: Save or Unpublish.
Those two options offer limited functionality for content creation, editing, and reviewing. As articles that need to be edited for content updates would need to be reviewed before being published, while still keeping the published article available to our customers, Zendesk users would greatly benefit from being able to work on a draft so contributors could review content, address comments, and when that working draft is ready to be published, that updated/edited copy would replace the existing article.
Why this could improve content creation and content updates:
- To improve time efficiency: At present, Zendesk users need to resort to other tools in order to edit and review content, before making changes to already-published articles.
- To have all content creation, editing, and reviewing in one place so contributors can add comments and edit asynchronously on a new copy of the article.
- When the new copy has been reviewed, the author or editor could safely replace the existing published article with that new copy so customers/readers seamlessly access updated content.
Possible outcome:
Save
Save as (in draft mode - and then, when it is time to publish it, that copy would be on the same URL as the existing article)
Unpublish
Save
Save as (in draft mode - and then, when it is time to publish it, that copy would be on the same URL as the existing article)
Unpublish
The Save as button could be a setting which would need to be enabled for that purpose.
A bonus feature would be to offer versioning where the author or editor can review previous versions of articles.
Posted Oct 29, 2021 · Nora Servidio
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