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- Working with articles in the knowledge base
Setting reminders to review and verify articles
- Edited March 17, 2023 20:05
What's my plan?
You can create article verification rules to send reminders when articles need to be reviewed and verified, based on the criteria and interval you set. This helps ensure that your content doesn't become stale or out-of-date. For example, every three months you might want to review articles that have a specific label, appear in a certain category, or haven't been updated in a while.
An article verification rule is built with an article filter and a frequency. When articles meet the criteria and the interval based on a rule, email notifications are sent to the article owners for the affected articles, and the articles appear in the Needs Verification article list.
These articles are considered unverified, and remain so until someone verifies the articles. Article owners continue to receive email notifications twice a week for their articles that need verification.
You can create as many as 20 verification rules. You must be a Guide admin to create article verification rules.
You can duplicate an existing rule if you'd like your rule to be based on another rule.
To create an article verification rule
If the Add button is not available, then you have already created the maximum number of 20 rules. You can delete a rule if you want to add a new rule.
- Enter a Rule name .
After the specified interval, an email notification is sent to the article owner and the articles appear in the Article Verification list.
As you select filter options, a list of affected articles appears below.
- Click Create .
The article owner receives email notification when articles are ready to be reviewed, based on a rule. You cannot change or add recipients to the notifications. The owner is the author by default, but you can change the article owner to another user or a group.
17 Comments
- January 21, 2021 09:51
I have a few questions around the notification email:
- Is there a way of displaying all the articles within the one email that need verifying instead of 3 and then a click 'more'
- The user who receives the email doesn't have guide management access, when they receive the email and click on 'view more' they get a page that tells them there are currently no results - do you have to be guide admin to be able to view them in this list?
- We don't want them to have guide admin access to edit the articles direct - is there a workaround so they can see all the articles they need to review?
- January 21, 2021 16:33
For the first question, the email that gets sent out is an automatic email so there isn't a way to change the content.
For the second and third questions, the user doesn't need to be a guide admin, but the user does need to be a Light Agent or above with Guide access. You can view a user's Guide access in the Admin Center. Here's an example below.
Without access to Guide to edit articles, then I wouldn't expect they would see any articles listed since they don't have any Guide access.
Hope that helps!
- March 25, 2021 15:13
Question. We have 6000+ articles in our KB. Some are 4-5 years old. We want to set a default article review date to be 6 months. After that, each owner will set a 3, 6, or 12 month review. Will the initial email notification get sent to authors from:
- 6 months from the date of creation?
- 6 months from the date of publishing?
- or 6 months from the date the review date is set?
- April 06, 2021 19:31
Hello! I'm in charge of regular maintenance for my team's articles. We do bi-annual checks on articles with high views, zero views, and ones with multiple downvotes (we get our data through Power BI). Is there any way to automate this process through the verification rules on Zendesk? We recently got Guide Enterprise, so I'm still working my way around things haha. Thank you so much!
- April 13, 2021 16:01
I tried to find an API endpoint that could have been used to automate the verification process for articles, but there does not seem to be one. I am afraid that there is no way to automate this workflow according to articles statistics at the moment.
However, you can use the API to modify the attributes of articles, and use the filters on the verification rules to only apply the rule to some of your articles, according to their statistics.
I hope this helps.
- April 14, 2021 17:22
Hey Jean-Charles, thanks for your reply! I noticed that Content Cues allows you to see how many views a certain article gets. Is there any way to see how many views all articles get? That way, I'll be able to add labels based on high views for more frequent verification.
Thanks again!
- April 15, 2021 15:47
Unfortunately, there is no way to see how many views all your articles are getting within Zendesk. However, you can use our integration with Google Analytics to obtain those results.
- December 13, 2021 23:16
Hello Zendesk,
Is there a way to disable the email notification when an article needs to be verified? The "owner" of our articles is a user segment that includes the entire knowledge team, and we'd like to avoid a massive influx of emails if possible. Thank you!
- December 16, 2021 08:39
Unfortunately, there is not a way to disable these email notifications and as a workaround instead for this is to completely delete the Verification rule.
Hope this answers your question!
- December 16, 2021 12:20
Hello Erin,
We are in the same boat, what we did was create an Outlook rule to filter the emails into a special folder that is ignored and cleared out periodically.
- May 12, 2022 20:03
I want all articles to require verification except a specific few. Is there a way to exclude a set of articles from verification?
- May 30, 2022 16:21
- October 27, 2022 22:30
What if I want the help doc writers to get a one month reminder before the actual verification is due. Is it possible to set up two verification rules with different lengths on the same notification? For example, the default verification is 6 mos.; however, I also want a reminder to be sent out one month in advance at five months.
- October 27, 2022 22:39
Cheeny Aban , do you have an update on the request to exclude articles from verification? I ask because as part of the implementation I want to exclude all of our articles from verification rules until they have done an initial audit using a spreadsheet that we currently use to track audits/reviews. Will this be possible--some articles won't have a verification rule and others will?
- December 29, 2022 02:26
- January 18, 2023 23:51
Is it possible for Admin to receive email notifications when an agent initially submits a new article for review?
- January 20, 2023 05:01
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The review article gives a summary of the lecture. — Der Übersichtsartikel bietet eine Zusammenfassung der Vorlesung. Siehe auch
Deutsch ; article ; review (of)
Übersetzung im Kontext von „review article“ in Englisch-Deutsch von Reverso Context: review pursuant to article.
Our review article on matter wave interferometry of complex organic molecules and inorganic clusters appeared in Reviews of Modern Physics . www.uni-due.de.
Die Zeitschrift veröffentlicht quantitative und qualitative empirische Analysen, Vergleichsstudien und Überblicksartikel, die ein anonymes Peer Review-Verfahren
NOUN, a review article | review articles ; SYNO, critical review | critique | review | ...
You can review this article about owners, editors and viewers for more details.
Zahlreiche Übersetzungsbeispiele nach Fachgebieten geordnet für “review article” – Englisch-Deutsch Wörterbuch und smarter Übersetzungsassistent.
The review article gives a summary of the lecture. — Der Übersichtsartikel bietet eine Zusammenfassung der Vorlesung.
Google Scholar provides a simple way to broadly search for scholarly literature. Search across a wide variety of disciplines and sources: articles, theses
For example, every three months you might want to review articles that have