Plan requirement
| Subscription | Suite Team or higher, Knowledge Professional or higher |
| Access | Agent |
Editing a published article changes it immediately for everyone. Two ways to avoid that when it matters.
Edit an article
- Open the article in your help centre and click Edit article in the top menu bar. From Knowledge, click Manage articles in the sidebar and click the title.
- Make the change.
- Click the arrow beside Save and select Publish to put it live. Save on its own keeps it as a draft, and Preview shows it as a reader would see it first.
For a typo or a broken link, that is the whole story and it is fine.
Whether you can edit a given article at all depends on the management permission on that article, and a new article starts on Administrators: Knowledge admins only. An agent who cannot edit something is looking at that setting, not at a fault.
When the change is substantial
A rewrite saved directly is live the moment you save, including the half-finished state if you get interrupted.
- Work in progress lets you prepare an update to a published article and publish it when it is ready.
- Team Publishing adds review before it goes live, where somebody else should look first.
Revisions save you
Every save is a revision, and earlier ones can be restored. That makes editing far less nerve-racking. Find it before you need it.
Say what changed
Where several people maintain the same articles, a note about what you changed and why saves the next person reading a diff. That is a habit rather than a feature, and it is the difference between a knowledge base a team maintains and one that only its author understands.
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