A new History view for Help Center articles Follow

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12 comments

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    Terry Knox

    Looks interesting, but still no concept of an "article review date"? We're desperate for functionality that would remind us to check articles periodically and, ideally, hide them in drafts again if we don't. 

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    Jonathan March (Edited )

    Great step, thanks, team!

    1) Really looking forward to being able to see the changes (diff) and restore old versions when that becomes available down the road!

    2) When there are many many changes to one article, they can swamp the overall history and make it hard to review for other changes to other articles (to answer "what happened to the HC today?"). Please provide the ability to collapse similar entries together to provide a more coherent overview.

    3) Disappointing to lose the filter when switching back and forth between Lists and History.

     

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    Jason Maynard

    Hey @Terry. Not yet, but ways to keep content up-to-date is something we'll be working on after this. It won't necessarily be an Article Review Date, but we want enable a way to remind authors and contributors when content in the KB needs to be updated. You can also checkout the Knowledge Capture app EAP. Knowledge Capture doesn't notify an author to review an article on a certain date, but it does allow agents to flag content that is in need of updating.

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    Collins, Andrew

    This is great. I would also like to see the actual changes and the ability to restore old versions (not just deleted articles). I know this is a feature more commonly found on a Wiki solution but would love to also see it implemented in the Zendesk Guide.

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    Susanne Riis

    Excellent news, thank you! However, it doesn't seem to be possible to see the actual changes in the body text, only that the text has been updated? We have some rather long articles, so it would be very helpful if it's possible to see the changes that have been made, so we don't have to search the entire text or notify each other about changes.

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    Jonathan March

    @Susanne, @Andrew: My understanding is that the current changes are laying the groundwork for seeing changes and restoring old versions, but that's still a bit later.

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    Jason Maynard

    That is correct, we’re currently working on a complementary feature to History View, called Revisions, which enables you to see the specific text changes in the body an article. Stay tuned!

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    Sean C

    The absence of this feature is painful trying to revert from using wikis like Confluence and MediaWiki, even with all the customer-friendly benefits ZenDesk provides. Hope to see this soon, but more importantly:

    Will the new Revisions feature let us go back and see diffs or previous versions posted today/prior to the launch of your feature? Are you currently tracking and archiving our edited content?

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    Jonathan March

    @Sean based on the (very nice!) beta experience, I'm guessing that the plan is to provide history going back to some time prior to launch. But I would not expect ZD to be able to guarantee in advance that this will actually work in all cases.

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    Sean C

    Nice - Glad to hear this stuff's being tracked, and doubly glad to hear there's an active beta. Sign-up link here, for those interested: https://support.zendesk.com/hc/en-us/community/posts/115008236928

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    Jason Maynard

    Hi everyone,

    @Sean - Definitely check out the Article Revisions beta and let us know what you think (in the beta forums). We have been tracking changes since Feb 15th, 2017, so you'll be able to see revisions back until that date, but not before.

    @Jonathan - Thanks for the assist. Spot on.

    Best,

    Jason

  • Avatar
    Pavel Kostyuk

    When may we expect this nice functionality to appear in Help Center API?

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