Setting an Expiration Date for Knowledge Base Articles
Knowledge base articles can be time sensitive. Perhaps you've posted urgent content, like announcements or event details. Or, maybe you are updating your interface and the news will become irrelevant after a certain period. In such cases, you might wish that you could add an expiration date to your articles so your customers are only viewing relevant content. Well, now you can!
Zoho Desk provides the ability to set an article to expire after a specific date. Simply set a specific date and time when your article should expire, and the article will expire at that time. This way, you can remove articles that have lost their relevance from your Help Center.
When an article expires, it is moved to the Expired Articles section. This means that it is only removed from the Help Center and not from Zoho Desk itself. You can republish an expired article to make it available to your end users again in the future. Let’s take a look at how to set expire articles.
To set an expiration schedule
- Log into your Zoho Desk account.
- Navigate to the Knowledge Base (KB) module.
- Open an article that you want to edit and click the Edit icon (
) on the top right area of the page.
The Edit Article page will get open and you will see a section called Article Expiry on the right panel. - Under the Article Expiry section, select the date and time that you want your article to expire on.
- Click Publish.
Now, when the expiration date arrives, the article will automatically expire and your end users will no longer be able to access it in your Help Center.
Expiration Notifications
Zoho Desk sends out email notifications about the articles that:
- are going to expire in the next 7 days
- are going to expire tomorrow
- had just expired
These notifications are sent to the article owners. Please note that you can choose to customize the default templates used for the above notifications.
To customize the template, go to Setup >> Templates >> Email Templates.
Tracking Expired Articles
Once an article has expired, it will not be available under the Published view. Instead, it is moved under the following Views specific to expired articles:
- My Expired - This shows all articles that are owned by you and have expired.
- All Expired - This shows all articles that have expired.
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