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How does the publish answers show up in the "Publish Answers" queue?

When you or your agents are answering a ticket, you can select the "Decide later" option regarding whether or not the answer should be added to the knowledge base. The answer will then be moved to the publish answers as a draft for you to consider (to be reviewed and edited before adding it to the knowledge base).

When you as the admin answer an unanswered question you need to select the "save draft" option and it will show in the “Publish Answers” queue.

If you are using 3rd party ticketing integration, when a ticket is answered, it will show in the “Publish Answers” queue.

When answering a ticket, you may choose "No, It's personal" or "Publish Answer" to skip the "Publish Answers" queue.