Philippines staffing blog ·
Retire a help desk article without breaking the support path — September 14 review
Trace links, saved replies, queue rules, and owner references before removing guidance from active use.
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September 14 focus: Trace links, saved replies, queue rules, and owner references before removing guidance from active use.
An obsolete article may still be linked from macros, forms, onboarding notes, and old tickets. Inventory those dependencies before taking the page out of active use.
Choose the correct outcome for each reader: a verified replacement, a clear service boundary, or an owner route. A redirect should lead to the same usable intent, not merely to the knowledge base homepage.
Mark the retirement date and reason in the editorial record. Preserve required history, but keep expired steps out of search and frontline reuse.
After the change, test the important inbound links and watch failed searches for the retired title. Repair any path that still leaves the reader at a dead end.