Benefits

• Retrace the history of an article since the date and time it was first created until present. You can click on a major or minor version to see the changes made, who made them and when.
  
• Compare any two versions of an article to view the changes it underwent. The differences between the versions are highlighted to fix inaccuracies if any.
  
• Restore an older version of an article if need be. It effectively means one thing: you can't mess up! The old version when restored will create a new one, making it the latest version.
  
• Add notes to existing versions of an article. It can be a change you have made in that version or merely an alert to other agents.
  

How do versions work?

What are 2 types of versioning?

• The current article (major version) is published and available online.
  
• You need to review and update the article or want to propose a change while the published document is still the official one.
  
• This reviewed, updated or changed article version is added to the Drafts folder and kept invisible to the end users until it has been published as the new official article.
  

How to view version history?

1. Click the Knowledge Base (KB) module.
   
2. Navigate to the article for which you want to see version history.
3. Click the Edit icon (  ) in the top menu bar.
   The article editor opens.
4. Click Versions at the top of the right panel.
   You can view all the versions created for the article along with their respective owners and the time stamp.
   

How to add a version note?

1. Click the Knowledge Base (KB) module.
2. Navigate to the article in which you want to add a note.
3. Click the Edit icon (  ) in the top menu bar.
   The article editor opens.
4. Click Versions at the top of the right panel.
   You will see the minor and major versions if available.
5. Click on the version for which you want to add a note.
   
6. Click +Add Note link corresponding to it and then enter the description.
   
7. Click Add.
   

• You can't delete a note that's left on a version.
  
• The note cannot exceed the maximum length of 250 characters. 
  

How to compare versions?

1. Click the Knowledge Base (KB) module.
2. Navigate to the article in which you want to compare versions.
   
3. Click the Edit icon (  ) in the top menu bar.
   The article editor opens.
4. Click Versions at the top of the right panel.
   You will see the minor and major versions if available.
5. Click Compare link at the top of the versions panel.
   
6. Check the boxes next to the versions you would like to compare. You can select a maximum of 2 versions.
   
7. Click Compare at the bottom of the versions panel.
   
8. On the next screen, you will see the results of the comparison.
   

When you compare versions, Zoho Desk displays the two versions side-by-side — the most recent one on the left and the version that you are comparing it with on the right side of the window. The two versions scroll synchronously so that you can see the changes in context. You can also click the Expand icon (  ) to view the comparison panes on a larger window.

• You cannot edit the versions while you are comparing them.

How to restore a version?

1. Click the Knowledge Base (KB) module.
2. Navigate to the article in which you want to restore a version.
   
3. Click the Edit icon (  ) in the top menu bar.
   The article editor opens.
4. Click Versions at the top of the right panel.
   You will see the minor and major versions if available.
5. Review the versions that are listed and select the one to be restored.
   
6. Click Restore this version at the top of the versions panel.
   Note: Quick Edit is displayed for the version that is available online.
   The contents from your restored version will be loaded into your editor.
7. Click Publish.

Using quick edit in articles

The Quick Edit icon (  ) is displayed right next to the Edit option. The option is available only for articles that are Published under the My Articles view.

Note: The changes made using Quick Edit can only be published immediately and cannot be saved as a draft. 

Comparing the edited versions

Users who have permission to edit an article will receive a notification that edits are being made to the article.

Within the notification, there is a Compare button, which users can click to compare the changes made with the existing published article.

Text that has been removed is marked in red, text that has been added is marked in green and text that has been modified will be marked in blue.

Note: 

1. If two agents update the same text in both the edit and quick edit mode, those changes will not be highlighted in the comparison mode. 
2. If two agents are adding content in edit mode and saving the article as a draft, the saved changes can be viewed by both agents when they revisit it.