These instructions apply to both Internal and External Zendesk articles.
1. Define archiving criteria
Common triggers include:
- Content is outdated or references retired systems, workflows, or policies
- Article content has been superseded by a newer article
- Temporary or time‑bound content (project, pilot, outage notice) is no longer relevant
- Team confirms it is no longer required
2. Get approval to archive
- Profile EMR team member reviews archiving criteria and bring up at huddle for approval to archive
3. Prepare the article for archiving
- Confirm no broken internal links will be created - TBD on how this can be done (with Mai)
- Identify any articles that reference this content
- Update referring articles with:
- New links, or
- Clear replacement guidance
4. Archive article
- Export content (print as PDF) if you have a JIRA or work item to save it to
On the top-most line of article, enter in red font:
This article is archived on [today's date] as approved at Profile EMR huddle. Reason to archive: []. [Add JIRA or other references]. Contact: [your name]
Archive the article from Zendesk Help Center
7. Validate post‑archive
- Confirm article is no longer publicly accessible
- Validate no knowledge gaps were introduced