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FAQs: Reassign ownership or move an FAQ

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Reassign ownership

To change ownership of an FAQ from one user to another:

  1. Go to Answers > FAQ Entries.
  2. In the Knowledge Base Explorer, locate the FAQ you want to reassign and click on its link in the Question column.

Editing a question from the knowledge base explorer

  1. On the Edit FAQ page, click on the Edit button next to the question at the top of the page.
  2. From the Owner dropdown, select the user to whom you are transferring ownership.
    • Note: you can only reassign ownership to other users in the FAQ's group.
    • If a person is not listed, then it means they have not been given Editor or Admin access to the group.
  3. Click the Save Changes button.

The Owner field in the Edit Question window


Move an FAQ

An FAQ can be moved to another group via the Knowledge Base Explorer, when editing the FAQ, or via bulk action.

Option 1. Via the Knowledge Base Explorer

  1. Go to Answers > FAQ Entries.
  2. In the Knowledge Base Explorer, locate the FAQ you want to move and click on its edit () icon in the Id column.
  3. In the Edit FAQ details window, select a different group from the Assign Group dropdown.
    • Note: each group has different user permissions. By moving an FAQ to a new group, please keep in mind that some users (including you) could lose editing access to the FAQ.
    • If topics assigned to the FAQ do not exist in the new group, they will be created automatically.
  4. Click the Save button.

The Edit FAQ details window

Option 2. While editing an FAQ

  1. While editing an FAQ, click on the Edit button next to the question at the top of the Edit FAQ page.
  2. Select a different group from the Group dropdown.
  3. Because each group has different user permissions, you will also need to select an Owner from the group.
    • If the current owner has access to the new group, feel free to select that user again.
    • Otherwise, you will need to reassign ownership to another user.
  4. Click the Save Changes button.

The Edit Question window

Option 3. Via bulk action from the Knowledge Base Explorer

Every so often you may need to make the same change to a whole bunch of FAQs. Rather than going through every FAQ one-by-one-by-one, admin account holders (and regular accounts with Editor or Admin-level group permissions) can make bulk updates to FAQs right from the Knowledge Base Explorer!

  1. Go to Answers > FAQ Entries.
  2. To select multiple FAQs in the Knowledge Base Explorer, click on the checkbox in the Id column for each FAQ.
    1. Or, select all FAQs on the page by clicking the Toggle All on Page checkbox.
  3. Choose the Change Group bulk action you want to make from the Action dropdown.
  4. Choose the new group for the selected FAQs.
    • Note: you can only select from groups you have access to edit.
  5. Click the Apply button to complete the bulk action.

Making bulk FAQ changes in the Knowledge Base Explorer