Articles

We use Zendesk Guide for Knowledge base. The Knowledge base has 3 type of roles with different permissions:

Support Engineer, Knowledge Champions and Knowledge Admins.

• Support Editors: Create, update and use KB articles in tickets.
• Support Publishers: Review, publish, archive and control permissions.
• Admins: Make sure everything runs smoothly.

Creating an article

All Support Team Members can create Articles in the knowledge base in draft mode. Support Publishers and Admins can approve and publish the articles. There is no requirement to file an issue for that. For the creation of articles, please see Zendesk documentation.

Modifying an article

All Support Team Members can modify Articles in the knowledge base in draft mode. Support Publishers and Admins can approve and publish the updated articles. There is no requirement to file an issue for that. For information on modifying an article, please see Zendesk documentation.

Archiving an article

Support Publishers and Admins can archive the article directly in the Zendesk Guide. It is highly recommended that articles are archived before deletion. To see how to archive an article, please see Zendesk documentation. To view an archived arcticle list, please see Zendesk documentation.

Restoring an article

To restore an article from archived state, Support Team member will file a Feature/Change request. Admins will follow the process to restore an article as mentioned in Zendesk Documentation.

Creating, Editing and Deleting sections

To add, edit or delete sections, Support Team members have to file a Feature/Change request. After that Admins will follow the process on request as mentioned in Zendesk Documentation.

Deleting an article

An article should be archived before deletion. To delete an article from knowledge base, Support Team members have to file a Feature/Change request after archiving it. Once the request is received, Admins can follow the process to delete an article as mentioned in this link. Note: This is a permanent action.