Guide's Visible to is not really working?

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4 Comentários

  • Patrick Bosmans
    Zendesk Customer Advocate

    Hello Igal,

    With the new Team Publishing workflow, it is intended that a "Work In Progress" article not be visible in the Guide, per the following doc, https://support.zendesk.com/hc/en-us/articles/360000716047-About-Guide-Team-Publishing-Guide-Enterprise-, where we state:

    • Work in Progress These articles are being created or updated, but are not ready to be reviewed or published. Any changes will not affect the published version of the article. Any saved changes to an article in the review or approved state will put it in a work in progress state.

    I'm sorry if there was some confusion on this part.  Please let us know if there is anything else you need!

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  • Igal Dar

    Thanks Patrick. Appreciate your response.

    Can you then help with - How do Agents collaborate? How can they comment and fix articles prior to them being publicly published?

    Asking since as an author (not Guide Admin) I cannot view my own work in progress articles. Thank you.

     

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  • Patrick Bosmans
    Zendesk Customer Advocate

    Hey Igal,

    With Team Publishing, you can submit articles for review and even assign to other agents.

    As an example, the author, Agent A,  can look for collaboration by submitting an article for review and assign it to Agent B, as long as Agent B has the permission necessary to edit the article.  When Agent A assigns and clicks Send, Agent B gets an email that says the article is ready for review.  Agent B can make any edits necessary, adn reassign for additional review, approve the article, and send it up for final review for publishing, (if that is the workflow you have installed).

    More information on this aspect of Team Publishing can be found on the following articles:

    https://support.zendesk.com/hc/en-us/articles/360000728448

    https://support.zendesk.com/hc/en-us/articles/360000725648

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  • Jennifer Rowe
    Zendesk Documentation Team

    Hi Igal,

    In addition to the Team Publishing articles Patrick gave you, you might want to check out this article about how to give agents editing and publishing permissions so they can collaborate on articles:

    Sounds like you're not a Guide Manager, so you'll have to ask a Guide Manager to create and set the management permissions for agents.

     

     

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