Bulk Actions - Duplicate, Change Labels, Reset Votes, Change Location, Change Article Status, Change Permissions, Rollback from Zendesk, Save to Zendesk and Delete from Zendesk

On the Articles page, when you have one or more articles selected, you can use the following options.

For selected or all articles:

• Duplicate
• Reset Votes

For selected articles:

• Change Labels
• Change Location
• Change Article Status - Published or Draft
• Change Permissions - Management or Viewing Permissions
• Rollback from Zendesk
• Save to Zendesk
• Delete from Zendesk

In this Article
Duplicate
Change Labels
Reset Votes
    Reset Votes on Selected Articles
    Reset Votes on a Specific Article
Change Location
Change Article Status
Change Permissions
Rollback from Zendesk
Save to Zendesk
Delete from Zendesk
 

Duplicate

For details on using the Duplicate function, refer to Duplicating Articles.

Change Labels

You can change the Zendesk Labels for selected articles. You can add Labels, and/or remove Labels.

1. Select the relevant articles in the Articles Page. You can apply any filters or searches as needed.
   You can also select all articles in the Help Center by clicking the Select All link.
2. From the Bulk Actions menu, select Change Labels.
   
   
    
3. For Add or Remove, use the drop-down list or search for the text in the labels.
   
   When Adding Labels, you can select one or more Labels. You can select from the existing Labels or add new Labels.
   
   When Removing Labels, you can select one or more Labels by selecting from the existing Labels.
    
4. Click Save.

While the Change Labels is running you can click Cancel Task to cancel.

Messages display as the articles are processed. If any Labels cannot be updated, a message is displayed such as "
3 articles were skipped (e.g., no changes needed)." or "None of the selected articles required label updates. Please check your selection or try using different labels."

When the Change Labels has completed, the message includes a link Articles updated which you can click to display the articles that have been updated. This shows the title of the article in the default language and does not also include the titles of any translations changed.

• Refresh the Articles page to redisplay the changes made.
• If you add a new label as part of the Add, you have to do a Sync to then show that label in the drop-down for any subsequent changes.
• Where the articles have translations, any Labels that are added or removed are also added or removed from the translations.
• If you select one of the translations to change the Labels for, this also changes the Labels of the article in the default language and any other translations.  

Reset Votes

When users are reading articles in Zendesk, they can use the Was this article helpful? section at the bottom of the article to vote Yes or No to indicate if they found the article helpful.

The Votes are recorded in Help Center Manager. The Total Votes for an article is displayed in the Articles page and the number of Votes is shown in the Analytics Feedback page. 

If you have made revisions and edits to articles, these changes may have been made based on the readers votes. You can reset the votes, for example, if you want to see if the latest version is more effective at handling the intended issue or to check that it is still effective.

You can Reset Votes for all or selected articles.

Reset Votes on Selected Articles

1. If required, filter or search for the articles. Select the articles for which you want to Reset Votes.
   Refer to Using the Filters in Articles, Links and Media, Searching for Articles, Links, Media and Dynamic Content and Selecting Articles, Links, Media or Dynamic Content.
    
2. From the Bulk Actions menu, select Reset Votes.
    
3. The Reset Article Votes pop-up displays.
   
   If you have articles selected in the page, this shows the number selected in the Reset Selected button.
   If you have not selected any articles, this shows as the Reset All button.
    
4. Click the Reset Selected button.

Reset Votes on a Specific Article

You can also Reset Votes for a specific article from the Article View. Refer to Reset Votes in Article View.

Change Location

Using Change Location, you can change the Category and Section of the selected article(s).

1. Select the relevant articles in the Articles Page. You can apply any filters or searches as needed.
2. From the Bulk Actions menu, select Change Location.
   
   
3. Select the Category and Section to move the articles to and click Save. 
   
   

While the Change Locations is running you can click Cancel Task to cancel.

Messages display as the articles are moved. If there are translations included in the selection, they are displayed in the count. 

When the move has completed, the message includes a link Articles updated which you can click to display the articles that have been moved. This shows the title of the article in the default language and does not also include the titles of any translations changed.

• After changing the location of articles, check in Zendesk that they are showing in the required sequence in the Help Center.  
• Where the articles have translations, the translations are moved as well. If you are moving articles to a new Category/Section, ensure you have provided relevant translations for these.
• If you select one of the translations to move, this also changes the location of the article in the default language and any other translations. In this case, the Category and Section to move to are selected in the default language.  

Change Article Status

Articles in Zendesk can be set as Published or Draft.

Using Change Article Status, you can change the Status in Help Center Manager for the selected article(s).

In Zendesk, translations of an article can be held with a different status to that of the source language article. If you want to change the status of translations, ensure these are also selected when using Change Status. 

Change Permissions

Articles in Zendesk can be set with Management Permissions and Viewing Permissions.

• Management Permissions control who can edit and publish the article based on a permission group.
• Viewing Permissions control who can view the article based on user segments. This can be set as "Only visible to the selected user segments" or set as "Visible to everyone".  

Using Change Permissions, you can change these permissions in Help Center Manager for the selected article(s).

Management Permissions

1. Select the relevant articles in the Articles Page. You can apply any filters or searches as needed.
   You can also select all articles in the Help Center by clicking the Select All link.
2. From the Bulk Actions menu, select Change Permissions. Then select Management Permissions.
3. Select the Permission Group from the drop-down list. These are the taken from the User Permissions - Management Permissions set up in your Help Center.
4. Click Save.
   
   

Viewing Permissions

1. Select the relevant articles in the Articles Page. You can apply any filters or searches as needed.
   You can also select all articles in the Help Center by clicking the Select All link.
2. From the Bulk Actions menu, select Change Permissions. Then select Viewing Permissions.
3. To set the Viewing Permissions to one or more User Segment from Zendesk, click Only visible to the selected user segments then select up to 10 user segments from the drop-down list. These are the taken from the User Permissions - User Segments set up in your Help Center. If your User Segments are not displayed, run a Sync to update the list.
   
   
   Or
   To set the Viewing Permissions to visible to everyone, click Visible to everyone.
   
   
4. Click Save.

While the Change Permissions is running you can click Cancel Task to cancel.

Messages display as the permissions of the articles are changed. 

If the articles have any translations the Permissions are also changed in the translations but they are not included in the count. 

When the update has completed, the message includes a link Articles updated which you can click to display the articles that have been updated. This shows the title of the article in the default language and does not also include the titles of any translations changed.

When setting the Viewing Permissions to Visible to everyone, the padlock will no longer be displayed against relevant articles after a Sync.  

Rollback from Zendesk

This loads the latest version from Zendesk for the selected articles. Any of your local changes will be lost, that is, any changes made in the Editor in Help Center Manager that have been saved with Save for Review will be lost, or any translated articles saved with Save translations locally for review.

The articles will no longer show as "Under Review". Rollback from Zendesk only reloads articles from Zendesk that have been saved locally for review.

Refer to Editing an Article using the Help Center Manager Editor, Translating Articles with Bulk Translate, Translating All or Part of an Individual Article and to Auto Translate in Help Center Manager Settings for Syncing, Translation and Auto Translate.

While the Rollback from Zendesk is running you can click Cancel Task to cancel.

When prompted to confirm, click OK to continue with the Cancel Task, or click Cancel to let the Rollback from Zendesk continue.

Save to Zendesk

This pushes all local changes to Zendesk. Save to Zendesk only affects the articles saved locally for review. 

• Articles can be saved as Under Review when editing the article from the Article View. Refer to Editing an Article using the Help Center Manager Editor.
   
• Translations can be saved as Under Review when using the Translate functions, by selecting to Save translations locally for review. Refer to Translating Articles with Bulk Translate,  Translating All or Part of an Individual Article and to Auto Translate in Help Center Manager Settings for Syncing, Translation and Auto Translate. 

These options save your edited articles, or the article translations, locally in Swifteq without pushing them to Zendesk. The edited articles or the article translations show in the Articles page as "Under Review" which allows the translation to be reviewed in Help Center Manager and corrected if needed before being published.

While the Save to Zendesk is running you can click Cancel Task to cancel.

When prompted to confirm, click OK to continue with the Cancel Task, or click Cancel to let the Save to Zendesk continue.

Delete from Zendesk

This deletes the selected article(s) from Zendesk. The deleted articles will be set as "Archived" in Zendesk.

While the Delete from Zendesk is running you can click Cancel Task to cancel.

When prompted to confirm, click OK to continue with the Cancel Task, or click Cancel to let the Delete from Zendesk continue.