Article Approval Workflow in BoldDesk
Article approval is very important in creating a trustworthy knowledge base. BoldDesk has a workflow in place for reviewing and approving articles before they are published. Using an approval process with BoldDesk gives you more control over the content before it is published.
Checkout this video for more details.
The knowledge base contains the following statuses:
- Draft – Articles that are saved but not published
- In Review – Articles that have been sent for review
- Approved – Articles that are approved but not published.
- Published - Articles that are published for customers to view.
- Unpublished – Articles that do not need to be exposed in the self-service portal (customer portal)
By default, the following roles have Review and Publish permission for the articles.
- Account Owner
- Support Administrator
- Support Manager
Users who have an Agent Role do not have permission to review and publish articles. However, you can create custom roles and enable these permissions. Explore Managing Roles and Permissions in BoldDesk.
How to Send an Article to Review
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Using the approval workflow, an agent can create an article and send their article for review using the Send to Review button.
- Articles may be submitted for review either immediately after creating the article or following the drafting process.
- When submitting an article for review, including a review comment is optional. Any comment entered will be saved as a private note in the article’s comment section. If no comment is provided, a blank private message will be added.
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A user can assign the article only to a reviewer who has review permissions. Also, the user can add comments while assigning the article for review.
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When the article is assigned to the reviewer, an email is sent to them.
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Also, the review comment will be added under the Notes section of the article as a private note as shown below:
How to Approve an Article
You can view and filter the articles that are pending in review by clicking the In-Review status in the articles list page.
Click the article you want to verify and approve the content. It will navigate to the Article View page.
There are two places you can approve the article.
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Firstly, in the Article View page, you can directly approve without editing the content as below.
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Secondly, in the Edit Article page, you can Edit and Approve the content as shown below.
Only agents who have reviewer permission can approve the article.
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When you approve the article, there is an option to provide feedback comments. It is optional.
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Once approved, the article status will be changed to Approved and the comment will show under the notes section of the article.
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Also, you can publish it, if you have publishing permission.
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Once the article is published, your article will show up in the self-service portal (customer portal).
Explore Creating and Managing Articles.
Frequently Asked Questions (FAQs)
Q1: Can agents review or publish articles?
Yes, this is allowed only when permission is granted or when custom roles with the necessary permissions are established.
Q2: Can I send an article for review after drafting?
Yes, articles can be sent for review anytime before publishing.
Q3: What happens after approval?
The article status changes to Approved, and you can publish it if you have permissions.
