Last updated date discrepancies in Help Center articles

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16 Comments

  • Brad Marshall
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    Why would the `updated_at` value reflect votes and comments? As a Help Center manager, I would want my customers aware of an update to the article, not a vote made by a Community member. Is there a way to show to an end user that an article's content has been updated?

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  • Pedro Rodrigues
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    +1 what Brad said

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  • Ricardo
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    Hello, Brand and Pedro,

    Essentially, updated_at is a database field that reflects the last time the record was touched in the database. Which doesn't just mean that it's when a body or other attributes of the article were updated.

    Unfortunately, this isn't how most customers think about it or interpret the name of the field. We are working on a more customer friendly last_edited_at type of field that would behave more like what you are expecting. However, we do not have a timeline on that just yet.

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  • Ashish Sharma
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    I agree with Brad. It is a confusing implementation and should be changed soon. Can we please get a timeline on this change?

    1
  • Jessie Schutz
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    Hi Ashish! Has Ricardo pointed out, we don't have a timeline on this change yet. But we'll definitely let you know when we're closer to knowing when it'll be ready!

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  • Cody Stephenson
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    Which does the "sort by last edited" column in the "Manage Articles" list use?  I have articles in the editor view that have been edited recently, but in the list they show as being last edited over 2 years ago.

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  • Jessie Schutz
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    Hey Cody!

    Quick point of clarification: what actions are you considering to be an edit? Just changes to the article itself? 

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  • Liri Raviv
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    Agree with Brad. Any updates on change of implementation or a workaround that can be used? 

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  • Nicole - Community Manager
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    Hi Liri - 

    We do not have any implementation updates on this at this time, though I can assure you our team is asking for the same thing. :) I'll leave it to the community to offer up a workaround, hopefully someone has figured one out!

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  • 吉田 尚平
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    この仕様のため、当社には実際にお客様より問い合わせがありました。「日時が急に変わってびっくりした。おかしいと思う」という内容です。

    この機能は誰のためのものですか?開発者のためのものですか?

    このような、お客様にとって直接重要ではない内容で1件の問い合わせが生じたということは、同じ疑問を思われた方が30人以上いて、弊社のサポートクオリティに一抹の疑問を持たれたと考えています。

    即時改善の対応を要求します。

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  • Mikhail Vink
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    +1 on changing the behavior, it's quite confusing now. Thanks!

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  • Nicole - Community Manager
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    Hi all - 

    I encourage you to share your detailed feedback on this in the Product Feedback topic in the Community, where our Product teams are much more likely to see it. If you haven't posted there before, I encourage you to read the guidelines on how to write an effective Product Feedback post first. 

    Thanks for participating in the Zendesk Community! 

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  • Evan Feick
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    Hello!

    +1 for this idea! Getting a true "last updated" date would be a great feature.

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  • Nicole - Community Manager
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    Hey Evan and Mikhail - 

    We just recently added an "edited at" property, which shows the last date the article was edited, rather than the last time it was voted or commented on. We've actually applied it to our own knowledge base as of this week. 

    Here are the Release Notes that cover it, and here is the API information. Let us know if you have additional questions!

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  • Jennifer Rowe
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    Hi,

    I got just a bit more info about edited_at, plus a couple more links for you from our HC API docs.

    It's a property of the Article and Article Comment objects in the Curlybars templating language and in the HC API.

    Curlybars example: {{article.edited_at}}

    See:

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  • Kendall Chandler
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    Is there any update on this issue being resolved? I can't imagine how it makes sense to show the end user the last date an end user interacted with the article, rather than the last date substantial changes were made. 

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