Viewing Article History - Zoho Desk Knowledgebase

Viewing Article History in Knowledge base

It is not unusual for a knowledge base article to undergo multiple updates both during drafting and once published for customers. But keeping track of what is going on around an article is equally important. It will save you a lot of headaches when you want to track who made an edit and what has changed over time.

Zoho Desk keeps track of all events for actions taken by agents on an article. You can refer to these events under the article's History tab. By reviewing these events, you can trace the path of an article and fix responsibility for inaccurate or misleading content.

The history view by default displays all events of an article in chronological order. You can use filters to view the history by event types or agents as needed.

Note:
  • Zoho Desk started collecting history events from May 15th, 2018. So the events that occurred before this date will not be displayed under the History tab.
  • The history does not include events for actions by end users.
  • You cannot filter the history events by a date range.

To view events under an article:
  1. Click the Knowledge Base (KB) module.
  2. Open an article to view its details.
  3. Click the History tab on the Article Details page.
    The History view appears with the list of article events.
  4. Click the Filter icon (  ) in the upper-right corner to view events by specific owners or types of events.
  5. Select one or more of the article events to see specific events.
    You can also use the search box to search events.
  6. Click Find.
    You can click Clear all or deselect each event to view different events.

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