Plan requirement
| Subscription | Any plan |
| 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. It sits in its section, invisible to customers, until somebody publishes it.
You can find your drafts in the article list by filtering on their state.
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 with a state that means something.
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