Creating and editing articles in the knowledge base

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78 Comments

  • George Albrecht

    Hello,

    Can you add images/icons to an article title? 

    Thanks,

    George

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  • Wes Drury

    Hi George and welcome to the Zendesk community.  Are you wanting to add an icon /image to all article titles or just certain ones.  Also, are you wanting them to show on the home page, category page, sections page, or on the article page?

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  • Todd Meyer

    I see this has been discussed before but I was curious if there are any plans to add the ability to save a Draft version of an already published article for publishing later?

    Whenever we have a big update that requires many articles to be updated, there is no good way to do it all at once.  This seems like a common use case for many teams, staging updates.  It would be really awesome if we could schedule updates to be published on a particular day/time but I can deal with manually doing it if we could just have draft revisions.

    The workaround to save the update, then revert back, then revert again later is clunky and obviously not the intended way to use it.

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  • Jessie - Community Manager

    Hi Todd!

    For clarification: do you mean that you want to be able to basically duplicate an existing published article so you can edit/update it and then schedule it to go live at a later date, while the original version remains public?

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  • Mary Paez

    This is a very common scenario to have Draft - Edited & Saved - Published.  That allows Agents/KMgr to get articles ready for publishing (such as a newsletter) and upon a particular date do the actual publish.  Would love this ability.

     

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  • Jonathan March

    This workflow is supported by a beta that has not yet seen the light of day (as far as I know). Yes, many many of us are eagerly awaiting it.

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  • Jennifer Rowe

    Hi Todd Meyer

    Yes, as Jonathan mentioned we have a beta just starting up for that. 

    You can sign up for the Team Publishing beta: https://support.zendesk.com/hc/en-us/community/posts/115009685988

    The beta should really get going this week as we add more users.

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  • Todd Meyer

    Hi Jennifer - this is great news! I just signed up. We have an update later this month that will require an update to ~300 published articles... so if we can get a beta invite asap it would be really appreciated!

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  • Hannah McKinney

    My company has an app that has multiple versions (for different types of clients). Are there are any best practices on writing Help Center articles in a way to indicate if you are a user of this version, go here; a user of another version, go there?

     

    We are already using User Segmentation in another way, so I'm afraid we can't go that route. I want to make sure our clients don't get confused with our articles (because some may not pertain to them). Anything would help!

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  • Wes Drury

    Hi Hannah - I was going to suggest User Segmentation but since that's out of the question here a couple of different ways you could help your end users understand what version your articles relate to.

    1.  You could use sections to indicate a version of your software then put related articles under that particular section.

    2.  Labels - You could use labels such as Version 2 or V2 and then display those labels for each article.  You could also show those labels next to each article on the sections page as well. This would require some custom development so if you do not have a developer in-house then you could always hire me :-)

    Hopefully one of these options will work with as I've seen these two options while working with various clients.  

    Best of luck!!

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  • Hannah McKinney

    Hi Wes,

     

    Thanks for those suggestions. I think the kicker here is that our users may not know which version they are on (they all belong in the same app). Have you run into that kind of scenario before? I am thinking we might need to introduce each product offering at the beginning of the question. Like "If your screen looks like this..., then....". Thoughts?

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  • Wes Drury

    @Hannah - Do you have the version a customer is on tagged for each user if so then you could display a message once they are logged in telling them what version they are on if not, I would have a promoted article or something that says "How to tell what version I'm on" with step by step instructions with screenshots or if you go the label route you could point that out. 

    You could also have a note at the top of each article that states - "The content in this article is for v1,v2 users.  Similar to what we do here in these forums.  If you scroll up you will see notes as well as which plans this article relates to.

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  • Caroline

    Is there a way for me to put contact options at the bottom of each of my articles? I want the customer to be able to contact us (phone, chat, email) if the article doesn't answer their question and am trying to figure out the best way to easily do this within each article.

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  • Mary Paez

    We did something similar by adding a Feedback Survey to the bottom of our articles.  First, we added the survey to the KB Article Template - that is always used for NEW articles.

    For existing articles, we had to go to each article and add to the HTML.  Maybe there is a way to do that with API???

    This is the HTML we added to the bottom of each article & the template:


    <hr style="height: 2px; border-width: 0; background-color: orange;" />
    <p><span class="wysiwyg-font-size-medium"><em><span class="wysiwyg-color-orange">Send us your feedback:</span> We're always looking for feedback to help improve our Knowledge Base! Please let us know if this article was helpful or provide feedback on how we can improve your experience <a href="https://<survey url>"_blank" rel="noopener">here.</a></em></span></p>

     

    It appears like this:

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  • Caroline

    Thanks @Mary! 

     

    I'm trying to do something similar but involving icons. I've laid them out within a table but am unable to have them hyperlink into a phone/email/chat conversation. Any idea why the hyperlinks aren't working with these uploaded images?

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  • Jessie - Community Manager

    Hey Caroline! 

    Can you show us the code you're using here? That should help us figure out what's going wrong!

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  • Lou Abigail Menard

    The "Inserting videos" link is not working.

     

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  • Jennifer Rowe

    Thanks for letting us know about the broken link. It's fixed now!

    And here the link: https://support.zendesk.com/hc/en-us/articles/115005220167

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