FAQs: Quick Edit in Knowledge Base | Zoho Desk

FAQs: Quick Edit

1. What is quick edit in KB?
Quick edit lets users make changes to the article content and properties, such as titles, categories, subcategories, and tags directly from the article editor page.

Quick edit can only be performed on published articles that already have a saved draft version. This feature enables updates to the published version without affecting the draft.
2. How is quick edit different from edit?
Quick edit
Edit
Edits can be made for the published version without creating a draft.
Edits can be made for the published version and saved as a draft.
Users can make small, immediate changes without creating a new version of the article.
When users edit an existing document, the changes are temporarily saved as a draft before being published as a new version.
Edits made can be viewed only after the article is published.
Edits can be viewed in drafts or published articles. 
Changes made in the quick edit form cannot be saved as a draft. 
Changes can be saved as a draft and published later.
Used to directly append the published version of an article without affecting the drafts.
Allows creating and editing the draft versions of an article. 

3. Which article properties can I update using quick edit?
User can update all the article properties while quick editing an article, such as:
  1. Article title
  2. Article content and formatting
  3. Article owner
  4. Display permission
  5. Article expiration
  6. Permalink: Users can edit the permalink unlimited times; however, they can only create three redirection permalinks.
  7. Category and Subcategory
  8. Tags
  9. SEO Settings
4. Why can't I find the quick edit icon in the article?
The quick edit icon in an article appears only when edits have been made and the article is saved as a draft. If the article is in a published state with no pending changes, the quick edit option will not be displayed. To access it, make sure that the user has made modifications and saved the article as a draft. If the option is still not visible, check if the article is already published or if no edits have been made yet.
To use a quick edit:
  1. Navigate to the Knowledge Base module.
  2. Locate the article with a draft version saved.
  3. Click the Quick edit icon on the left to open the article for editing.
  4. Make the necessary changes to the content
  5. Once you're done editing, click Publish to update the published version.


5. Who can use the quick edit option?
Only users who have Edit Article or Update Article permissions in their profile can use quick edit to write and edit KB articles.
To enable the permission to edit articles
  1. Navigate to Setup > User Management > Profiles.
  2. Click on the profile that needed the modification. (e.g., Agent, SME).
  3. Under Module Permissions, find the Knowledge Base section.
  4. Ensure the following options are enabled:
    1. Edit Articles
    2. Update Articles
  5. Click Save to apply the changes.
6. Does quick edit track changes get reflected in the article's version history?

No, changes made using the quick edit are not recorded in the article's version history. Only the edits that are published are marked as an article version.

7. What will happen if I publish a quick edited content while another agent has a draft of the article?
The quick edit option is only displayed when an article has a draft. When you edit an article using QE, you will not get an option to save it as draft. The QE allows you to edit the published version without affecting the drafts.
8. Why do I still see both quick edit and edit options after publishing the quick edit version?
If both quick edit and Edit options are visible even after publishing a quick edit version, it is because a draft version of the article still exists. Publishing via quick edit does not impact the draft, so it remains available for further editing.

The draft remains independent of the quick edit changes, so that different users can work on long-term edits without affecting the published article. Both draft and published version options can coexist.
9. How can I discard or delete an article draft?
User cannot delete a draft directly, because drafts are considered temporary working versions of the published document. Zoho Desk provides a simple method to discard drafts, but only allows deletion of documents that have been finalized and published.  
To discard a draft
  1. Once user have saved a document as a draft, go to the article editor page.
  2. In the top-right corner of the article editor, click the Discard Draft icon next to the Cancel icon. This will change the document back to its earlier version.
10. What is a 301 redirection and when should I use it?
A 301 redirection is a permanent redirect from one URL to another. It is used when changing the permalink of a published article so that visitors and search engines are automatically directed to the new URL. This prevents broken links and preserves the article's SEO ranking for shared links.

For example, if you update an article's permalink from yourdomain.com/tips-for-productivity to yourdomain.com/productivity-hacks, setting up a 301 redirect make sure that anyone who clicks on the old link will be directed to the new one to maintain traffic and prevents users from encountering a 404 error. This redirection can be done only up to three times in a Knowledge Base article.
11. How do I redirect an old article URL to a new URL?
To redirect an old article to a new one, you can use the 301 redirection feature in Zoho Desk. When an article is updated or replaced with new content, the old URL may still be accessed by users and search engines.

Without redirection, these links could lead to a "404 Not Found" error, which can negatively impact user experience and your website's search engine rankings. By setting up 301 redirection, you ensure that users and search engines are automatically directed to the new article.
To set up 301 redirection:
  1. Navigate to Setup > Knowledge Base.
  2. Click on the desired article and click the Edit icon.
  3. On the Edit Article page, click the Link icon inside the title field.
  4. Click the Edit icon in the link field to update the permalink as needed.
  5. Edit the link.
  6. Click Save and add a 301 redirection to apply the changes.
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12. How do I add a reviewer?
The support administrator can add a reviewer to a specific category, but not individual articles. A maximum of 50 reviewers can be assigned to a category.

Only agents with access to the department can be added as reviewers. Additionally, users with the Manage KB permission have the access to add reviewers to Knowledge Base categories.
To add a reviewer to the category
  1. Navigate to Knowledge Base module > Manage KB > Organize Categories.
  2. Click the Edit icon of the category that you want to add the reviewer. 
  3. Scroll down in the right panel to enable Review Articles.
  4. Click Add and select the reviewers from the list and Save.