Reassigning Articles in Zendesk Team Publishing
Can I reassign an article to a different agent in Zendesk?
Yes, you can reassign an article to a different agent in Zendesk as needed. This is useful as articles move through various states in the workflow.
To reassign an article, open it for editing and click the Assign icon on the right side of the article header, then select Reassign. In the Team member field, type at least two characters to search for an agent or select one from the drop-down list. You can update the internal note, but note that the note history is not retained. The new assignee will receive an email notification with a link to the article, but the previous assignee will not be notified of the reassignment.
More related questions
How do I assign an article to an agent in Zendesk Team Publishing?
Assigning an article to an agent in Zendesk Team Publishing is straightforward. You can assign an article to any agent who has permission to edit it. To do this, open the article for editing and click the Assign icon on the right side of the…
How can I view all articles assigned to me in Zendesk?
You can easily view all articles assigned to you in Zendesk by using the filter options. To do this, go to All articles and open the Filters drop-down list to the right of the Search bar. Then, open Assigned > Assigned to and enter your name in the…
Is it possible to unassign an article in Zendesk Team Publishing?
Yes, you can unassign an article in Zendesk Team Publishing when you have finished with it. To unassign an article, open it for editing and click the Assign icon on the right side of the article header menu, then select Unassign. This action can be…
Can I assign an article to multiple agents in Zendesk?
Currently, Zendesk does not support assigning an article to multiple agents simultaneously. As a workaround, you can include a list of who should receive the next assignment or a link to an external shared document with the list in the internal…
Why can't I see the list of users when assigning an article in Zendesk?
If you cannot see the list of users when assigning an article in Zendesk, it may be due to your agent role permissions. Your role might not have permission to view all users in the account. Ensure that the agent you are trying to assign the article…
Can I retain the note history when reassigning articles in Zendesk?
Unfortunately, Zendesk does not retain the note history when reassigning articles. When you reassign an article, you can update the internal note, but the previous notes are not saved. If retaining note history is important for your workflow,…
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