Plan requirement
| Subscription | Suite Team or higher, Knowledge Professional or higher |
| Access | Agent |
A draft is an article nobody outside your team can see. Useful, and easy to accumulate by the dozen.
How drafts work
Save without publishing and the article stays a draft: saved, but not published, so you can keep working on it until you are ready. It sits in its section, invisible to customers, until somebody publishes it. Its URL is not the URL the published version will have.
A draft is only for new content. There is no draft of an article that is already published, which is what Team Publishing solves.
Finding them
In Knowledge, open All articles, click Filter and filter on Publication status. Everyone else finds their own through their help centre activity.
On Enterprise there is no drafts list at all. In its place you get the Team Publishing lists, one per article state, which is more than a rename: it is a different way of finding unfinished work.
Where they help
- Writing over several sittings.
- Preparing content for a launch that has not happened yet.
- Capturing a good answer an agent wrote in a ticket, to be finished later.
That last one is worth encouraging. The best article ideas arrive while answering a customer, and a draft is somewhere to put them before they are lost.
The graveyard problem
Drafts accumulate. Every knowledge base that has run for two years has a dozen articles somebody started and nobody finished, and nobody can tell whether they are abandoned or nearly ready.
Look at the list occasionally. Finish, or delete. A draft nobody has touched in six months is not going to be finished.
Drafts are not review
A draft is invisible; it is not waiting for anybody. Where an article should be checked before publishing, that is Team Publishing, which assigns it to a person and gives it a state that means something.
It also covers the case a draft cannot: changing an article that is already live without those changes reaching customers before somebody has looked at them.
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