Incorporate Unique Numbers/IDs with Articles
In an environment where agents are providing support on several different products, providing customers with only the name of an article is not always practical as there is lots of room for ambiguity. It'd be great to see functionality within Guide to be able to have it automatically assign a unique article number that is easily provided and searchable by a customer. This way, agents can communicate to a customer "Look at article number 12345" so a specific article is being directed to, instead of "Look at article 'How to fix x problem in y product'", where ambiguity and possibly incorrect search results may lead a customer to the wrong article.
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Hi @..., each article has a unique ID at the end of the URL. There's also a "slug" of text after the article ID that includes the title but does not actually have an impact on the URL correctly loading the right article.
Unfortunately, I don't believe you can search the article ID, but it may still be helpful for your team. Check out this post for more info.
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Thanks for the response Jeremy - that's a helpful post.
What are the chances that the Zendesk devs can incorporate an option to make that unique ID (minus the slug) as something searchable? The idea is that I can provide a client that unique 12-digit number, and have them search our Guide instance and get a hit on that specific article with no ambiguity.
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@..., can you share more about why it would be easier to give the customer a 12 digit code vs sending them a hyperlink? Are you typically sharing this over the phone?
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Yes, part of our business is providing support over the phone. It's easier to provide an article number by voice rather than the name of an article that might lead a customer to the wrong one when searching for it later.
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Got it, thanks for sharing this feedback!
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