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Updated article sorting when adding a hyperlink



Gepostet 23. Juli 2021

For those of you who have been editing help articles for more than six months, I'd like to know if you've noticed a change in behavior.

Up until a few months ago, when I went to select a specific article for a hyperlink, the article options would display in the order they were published (the most recently published articles would appear at the top of the list). Now, it seems that they display in no particular chronological order. I was disappointed when I first noticed this change in experience, but it has grown more frustrating over the months, as it has proved to be a fairly time-consuming task to have to repeatedly type out the article name when I used to be able to select it from the top of the list.

I reached out to Zendesk Support about this and was told that the current experience is intended—that the articles are supposed to populate based on the article's latest timestamp, in which those that were most recently updated would appear at the very bottom of the list—and that this experience hadn't been updated "in awhile".

I am 100% certain that the logic was the exact opposite just a few months ago, and it makes zero sense to me as to why they would intend for the most recently published/updated articles to appear at the bottom of the list. Even then, though, what they claim to be intended isn't even what I'm experiencing. I listed out the first 15 articles that display in the list, and they are clearly not in chronological order.

I find it hard to believe that no one else 1) is negatively impacted by this change in behavior, and 2) has even noticed this change in behavior (but I wouldn't be too surprised discovering that not many people have opened support tickets about this, as I have went months without an initial response for previous tickets, so now generally avoid submitting new ones). So, if you have noticed this change and are negatively impacted by it, will you please open a support ticket with Zendesk asking them to further investigate and fix this? TIA!

Also, here are the replication steps for anyone who is confused by my description:

  1. When editing an article, select the Insert/edit link icon.
  2. Select the ‘Help Center article’ tab.
  3. Notice that the populated articles are in no particular order.

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4 Kommentare

Hi @...

I agree with you that this was previously the behavior, however, I noticed the change well over 6 months ago. I find it bothersome as well so I just open the article I want to link to and copy the title and use it in the search for the article I want to link to. 

It's not much but that's my tip.

Melody

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Hi @..., thanks for confirming that you experienced the same change in behavior and the general timeframe in which this happened! I know there are definitely some workarounds to this issue, but it's still time-consuming and frustrating that we have to use workarounds when they could update the UX to reflect the previous, more user-friendly experience.

Again, I'll admit that I should have contacted their Support team when I first noticed this issue, but I had lost confidence in their ability to respond in a timely manner. It looks like that has since changed, so if you could open a ticket with them and confirm that the UX was updated to be less user-friendly, I'd appreciate it!

If enough people reach out about this issue, it may help convince them that this is a bug worth prioritizing. (If you do open a ticket, not sure if it's worth including, but it may be good to mention this post and my original ticket #6784982 for context.)

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Hey all!

I had reached out to Zendesk regarding this and they have let me know they have updated the functionality:

"The expected behavior now is that article recommendations will be sorted based on the latest "updated at" date if there are no search criteria - and if search criteria are introduced, article recommendations will be sorted based on their "relevance" on the search criteria"

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Hi @..., thanks for your response! The experience you're describing is exactly how it used to be, which was supposedly unintended in the first place, according to the support agent I spoke with. Thankfully, after several (frankly demanding) emails to the agent, this issue was further investigated and fixed as of a few weeks ago. Very pleased that the experience was updated to work as it did previously, as it's much more accommodating to my workflow (and I'm sure many others')!

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