Unpublished Articles are Appearing in Searches for Internal Users

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  • Maggie Ungerboeck
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    Hi Melissa,

    Where are they searching to get the unpublished articles? In the Help Center or somewhere else? 

    Thanks,

    Maggie

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  • Melissa Gerrier-Satagaj
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    It's our support page and viewable / searchable by internal and external users.  

    If an internal user searches, the unpublished article is listed as one of the results. Unless the internal user really looks, they could easily share a link to an unpublished story to our client.

    Needless to say, this is not the experience we want.

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  • Maggie Ungerboeck
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    Hi Melissa,

    Completely understand - don't want to be sending bad links out or having to fill your help center with empty articles. 

    Is it possible that the section is set to Draft (Mark as draft check box is checked on the Edit section screen)? When the section is set as draft, any articles in that section at a published status will return in the search for your internal users but not be available to your external users. If this is the case, then you can unpublish those articles so they don't return in the search results for your end users.

    Hopefully that does the trick for you!

    Thanks,

    Maggie

     

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  • Melissa Gerrier-Satagaj
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    The problem is the draft or unpublished items appear as search results to our internal users. 

    As the person who writes the article, it would be reasonable to expect any unpublished articles not to appear as a search result for internal and / or external users.  

    Having the ability to check off or designate the unpublished document as searchable by the "Visible to" audience would be a huge help.  

    The current state, I am not seeing a "draft" check box anywhere within the  Edit section of the screen.

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  • Maggie Ungerboeck
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    Hi Melissa,

    The Mark as draft on a section looks like this:

    To clarify a few things:

    • When you say internal users, are these agents and light agents in Zendesk?
    • When you say external users, are these End Users n Zendesk?
    • How do you identify an unpublished article? Is it at the Work in Progress setting in Zendesk? 
    • Do your internal users search for this article in the Help Center, in the Guide admin - > Manage articles area or in the Knowledge Capture app?

    Some screen shots may help too if you are able to share those. 

    Thanks,
    Maggie

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  • Melissa Gerrier-Satagaj
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    Thanks for the screenshot. 

    Very surprised the "Mark as Draft" is in the navigational pane as opposed to the pane used for publishing (ie Visible to and Publish in section fields).  

    "Edit Section" is not listed as an option within my view.  I have the following options available after choosing "Arrange Content":

     

    Regarding items needing clarification:

    1. Internal Users = Agents and Light Agents

    2. External Users = Visitors and Clients aka End Users

    3. An unpublished article is held in a specific section.  

         a. The title has the prefix of "DRAFT" followed by the remaining Title

         b. The "Work in Progress" option is not available as I can see the full queue.  

    4. Our Internal Users (aka Agents / Light Agents) typically use "Help Center" to search for articles. 

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  • Maggie Ungerboeck
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    Hi Melissa,

    Thanks for the additional information - it was very helpful. It sounds like you publish your draft articles and select  Managers and Agents from the Visible To drop-down on the article. As a result, your agents see the articles in their search results but end users don't. And if the end users are sent the article, they can't view it. 

    You can definitely accomplish what you are looking for by using user segments (https://support.zendesk.com/hc/en-us/articles/115007686307). You could create a segment for your editors that does not include your agents and light agents and they could select that user segment in the Visible To drop-down. 

    If user segments isn't an option, you could also adjust your workflow so that you are using the Zendesk draft functionality instead of publishing the articles (https://support.zendesk.com/hc/en-us/articles/235723407-Working-with-drafts-in-the-knowledge-base-Guide-Lite-and-Professional-). When you use the draft functionality, these articles are never returned in search results but it does require an adjustment to your workflow so not sure how well that would work for your organization.

    Thanks!

    Maggie

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  • Nicky Lilja
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    Hi. 

    I have the same problem where internal users (agents and light agents), can see unpublished articles in the help center. 

    Is this by default? 

    Nicky 

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  • Trapta
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    Hi @Nicky Lilja,

    Yes, this is the default functionality in Zendesk that unpublished articles will be visible to internal users.

    Thanks

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  • Nicky Lilja
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    Do you know if there is a product feedback string that I can vote on? :) So that the unpublished articles are not visible in the help center "front-end" before published? 

    thanks for your quick answer!

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