Inserting and editing links in articles

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56 Comments

  • Melody Quinn

    Hi Ashley! 

    I have noticed the same thing!

    I believe the list is in default order of the article that was updated most recently. What I do, is before I link the article, I will use the main search on the home page of my help center and find the article. Edit the article by just adding a blank space somewhere, save it, and republish the article. Now when you link the article, it will be at the top of the list, and won't need to search for it. 

    1
  • Ashley Schwartau

    Ug, doesn't that defeat the purpose of the Article searcher when editing an article? We have several articles that link to many others, and when I'm going through inserting all of those links, having to do the method described would be more tedious than manually scrolling through. ALAS. I think it's just a broken feature that hopefully their dev team can fix soon!

    1
  • Jonathan March
    Community Moderator

    @ashley -- I agree that HC searching often does not meet the intuitive standards that we have come to expect from (for example) Google search. That said, my experience is that using quote marks around a phrase is in fact respected and can zero in quickly on the desired article. (It helps that this is a usage pattern that matches google search behavior.)

     

    -1
  • Ashley Schwartau

    Jonathan March Just did a test and still being weird. I searched for an article titled "Create a Project", using the quotes as suggested. And it was the 8th result in the list. Did another looking for an article titled "Camera Settings Overview" and it was 7th in the list. Alas. Im the only one on our team really dealing with this at the moment so it's fine, I'll just manually search for articles when linking as needed. 

    1
  • Jonathan March
    Community Moderator

    Sorry-- guess I've been lucky with "most recent" dominance. ¯\_(ツ)_/¯

    -1
  • Richard Hartley

    Ashley Schwartau - same for me.  This is a defect as the function used to work perfectly.  I am going to open a ticket for this.

    0
  • Richard Hartley

    Jonathan March - this used to work fine.  I've used it successfully for the past 3 years, creating hundreds of links between articles.  Something has changed recently as even a search using the precise time of another article doesn't yield results in a sensible order. 

    0
  • Ashley Schwartau

    Glad it wasn't just me! I was feeling kinda crazy. I spoke to tech support on live chat and they didn't truly understand what I was trying to convey and didnt have any helpful suggestions. 

    1
  • Richard Hartley

    Ashley Schwartau - no - it definitely worked well, previously.  It's now very frustrating not being able to link efficiently. 

    I have opened a ticket and will update this thread when I hear anything more. 

    1
  • Ryan Boyer

    We've noticed the following behavior when using the Help Center article tab in the Insert/edit link feature.

    Articles will only display if you are part of the Managed by permission group of that article. If there is an article with a Managed by permission of group which you are not a part of, then the article will not display. This occurs even if you are part of the permission group for the Visible to setting. Is this expected behavior? In the scenario I outline, you can still insert the link to the published article by copying and pasting the URL; however, in my opinion, you should still be able to use the Help Center article tab to link to the article as well.

    0
  • Ariane Frances dela Cruz
    Zendesk Customer Advocate

    Hey Ryan, 

    Based on the first part of the scenario that you have outlined, this is an expected behaviour that articles with certain permission can only be viewed by the Group that has access to it. On the other second part wherein this also happens to articles that you're supposed to have permission. I would love to dig deeper into this and I'll create a ticket for you. 

    0
  • Abdul Khader

    Currently this way of added links approach not  jump into respective section. Any solutions ?

    0
  • Shane Smith

    Is there a way to get a "where used" list of every article link in Zendesk? We often have a situation where we have dozens of links to the same article in Guide and we need to update them (or remove them).

    If there is an automated way to do this, please let me know. Thanks!

    3
  • Russell Chee
    Zendesk Customer Advocate

    Hey Shane,
    Thanks for reaching out to us, I hope you are well. Thank you for letting us know your use case around the workflow you are looking to implement.
    To set expectations, at this current time unfortunately there is not a feature like this within Zendesk that could detect certain hyperlinks so you can list them and change them. Having said that please feel free to post in our Product Feedback forum for Guide with your particular use case where like-minded individuals could see relevance in your feedback and upvote it. Have a great one and take care!

    Russell

    2
  • George Diaz

    Hello,

    I'm trying to link headings within an article to make a table of contents, however a common issue is when linking to a heading, it displays the content immediately below the heading, is there a way to link to the heading, but also include the heading to show a user what section they are in?

    Thank you!

    0
  • Dave Dyson
    Zendesk Community Team

    Hi George!

    I've seen this too! But I believe you're seeing the same thing I have, which is when you're looking at an article as a agent, the heading will be obscured by the toolbar that includes the links to add and edit articles. But if you mouse over that toolbar, a little up arrow will appear under the center of the toolbar, and if you click that arrow, the toolbar will slide up and you'll see the header (which is what your end-users will see).

    You can also verify this by viewing the article when logged out (assuming the article is set to by viewable by "Everyone", or by logging in as an end-user.

    Hope this helps!

    0
  • George Diaz

    Hello Dave Dyson

    I tested the suggestion, however it is still not an acceptable solution. I've attached a screenshot of what this still looks like and I was still wondering if there is a better solution to pad out the heading so viewers can see it clearly?

    0
  • Dave Dyson
    Zendesk Community Team

    Hi George -

    Sorry I was unclear! Your end-users won't see that arrow, as they don't have access to the tools it's hiding. As an example, here's what I see when I go to the Inserting links in articles bookmark on this page:

    As you can see, the dropdown is obscuring the section header. When I click the arrow to minimize the toolbar, I can still see the header, but the arrow is still there just like in your most recent screenshot:

    But that's still because I have the permissions to edit the article – the arrow is there to allow me to reveal the links to add and edit articles. But end-users don't have those permissions, so they won't see the arrow at all. Here's what it looks like when I go to that bookmark when I'm not logged in:

    No unsightly arrow now! Hope that helps clarify things :)

    0
  • Shawn Miller
    If I tag another article and later change its title, the title does not reflect in the one I tagged it in.

    For example:
    Article A links "See: Article B" but I later re-name Article B to Article C, I would need to go back to Article A and update the link.
     
    Is that correct?
    0
  • Dave Dyson
    Zendesk Community Team

    Hi Shawn,

    Yes, that is as-expected. When you change the name of an article, it's probably a good idea to search your help center for references to it so you can change them. I'm sorry there isn't an easier way to do it that I'm aware of.

    0
  • jan.schweigerer

    Hi there! Love this feature so far. 

    Instead of linking a specific article, I'd like to link to a section though. Any advice on how I could do that?

    0
  • Amy Gracer
    Community Moderator

    jan.schweigerer

    You can link to an article manually: Go to the section to which you want to link, and then copy the URL out of the address bar.

    Then edit the article in which you want to insert the link. 

    Click the Link tool, and then on the URL tab, paste the URL you copied, and then type the text of the link.

    0
  • Aaron Miller

    Hello all, just wondering if it's possible to change the text color of a hyperlink in one spot of an article.  I have a KB that's color-coded and the default color we've set looks yucky.  It's not the end of the world, but I would be cool if I could tweak it.  Maybe changing something in the HTML?

    0
  • Dave Dyson
    Zendesk Community Team

    Hey Aaron!

    Sure thing! Here's a way to change the color of specific hyperlinks in your Help Center. You're going to need to know how to edit the HTML source code in your articles (see Help Center article editor toolbar reference and look for the "source code" toolbar button), and how to edit the CSS file in your Help Center theme (see Customizing your help center theme).

    For this example, I created a simple article with two links (this already has my modifications applied, where I've changed the second link to green):

    In the article source code, I've added a "class" attribute ("alternate_link_color") to the second link's html:

    And then added some CSS to the bottom of my help center theme's style.css file (adding it to the bottom means it will override any CSS above it). Note that I've added a brighter green for the link, and then a dimmer green for links that have been visited):

    You can search for "html color picker" online to find tools that will allow you to generate the color code you want for inclusion in your CSS. 

    Hope that helps!

    1
  • Aaron Miller

    That is fantastic, thank you so much!

    0
  • Dave Dyson
    Zendesk Community Team

    Glad to help, Aaron!

    0

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