I create an article on Intercom, publish it. Next time I make changes and save as draft, its status changes to 'Published with Pending draft'.
Meanwhile, there comes an urgent need to make some correction to that same article. This is a conflicting scenario which is difficult to address at times, because we can't directly edit the published version now as the changes saved in 'Published with Pending draft' are not meant to be published at that time.
So we go to article history, restore the published version in Intercom as a draft version, and start making changes to that particular version and then publish the changes.
Next, whenever, we need to copy the changes to the article which was in 'Published with Pending Draft' earlier and in Draft mode now, we need to go back and check the article version history and identify what changes are needed in the current published version. So this becomes a long process if there are multliple amendments made in between when product developments and change requests for help content go in parallel, creating conflicting scenarios and making it difficult to manage things. When we are short of time, this becomes even more challenging.
Going back and checking history to identify changes is an tricky thing as there are chances where we can miss out on important things.
Especially, this becomes a big headache when we have to manage a large number of articles.
Instead, is it possible to implement some concept like a separate editable version for each article, which works separately from the 'Published' version like a working copy or a secondary version or so? This copy can be useful to prepare draft version as well.
The best example I can quote here that I can think of is creating an editable word file with my content and once my content is ready, we save it as a PDF as publish it as required. You see PDF stands separate than my editable word version, and that makes it easy to manage the changes separately whenever I have to create new revisions, even with single or multiple Word versions.
If the above seems a big development technically or seems time consuming to implement, maybe can you give a simple option to capture internal notes for each article for the timebeing. This will at least help us capture the notes separately in context of each article that is undergoing changes, and it will help us being more confident with what we are doing.
Thanks and Cheers.
