Announcing an updated article management experience in Guide

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12 Comments

  • Heather Cook

    Is there a flow digram or life cycle diagram? Like when an article is created then the review state is X and published state is Y.

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  • Allison S

    Is this for Guide Enterprise accounts only? I don't see the UI changes on my Guide Legacy plan. 

     

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  • Rebecca McMurry

    Allison S I do not see it in my accounts either. Perhaps there was a delay?

     

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  • Katarzyna Karpinska
    Zendesk Product Manager

    Heather Cook, Allison S, thanks for your questions. We've updated this article with workflow diagrams for Lite, Pro, Legacy and Enterprise. I hope it will help answer your questions. 

    Rebecca McMurry We had indeed a small delay. The feature is rolled out to 75% of our customers, we are planning to add the last 25% tomorrow, so you should be able to see all the UI changes by then.

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  • Ryan Boyer

    I have a question about the change to the Last edited filter (see below).

    This filter used to have options to show articles last edited more than a set time period (e.g., more than 1 week ago, more than 1 month ago, etc.). This would mean that it would exclude articles that came before the set time period and only include articles after. However, now the filter is different (see below).

    The set time period now includes the articles before and during the set time period (e.g., in the past 6 months, in the past year). 

    I preferred the previous filter of more than to in the past because I am able to monitor which articles have not been edited in awhile. What's curious is that in one of my saved lists, the previous filter still works (see below); however, I can no longer access the filter in the Filters button. If my saved list still has the previous filter, why is not it showing in the current Filters selection?

     

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  • Rebecca McMurry

    Slightly off topic ;-) I just saw the guided Help inside of Zendesk. Are you using Guide to create the guided tutorials that pop up in Guide?

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  • Katarzyna Karpinska
    Zendesk Product Manager

    Ryan Boyer Thank you for sharing your feedback. We've decided to simplify the relative-dates-based filters therefore the previous filters (more than, less than) are not available in the filter menu anymore. However, we don't want to break previously saved customer lists so the old filters are still supported if they were used in custom lists.

     
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  • Nicole S.
    Zendesk Community Team

    Rebecca - 

    I stand corrected. I thought you were referring to something else; the pop-ups you're asking about are a customization that we built in-house using Zendesk Garden elements

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  • Ryan Boyer

    Thanks for the explanation, Katarzyna Karpinska! I would like the ability to do a deeper analysis with the dates for Edited, Created, Verified, Reviewed, Approved, etc. This would include picking a date range, more than/less than, etc. I'll make sure to post this feedback in the Feedback on Guide community. Thanks!

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  • Allison S

    This might be a question for another space, but I was wondering, is there a way to filter by article type? 

    I currently manage this by adding a label to each article type (FAQm How-To, Troubleshooting or Reference)

    This helps me see how many articles we have of each type, but I need an easy way to display this data in explore against our success metrics (as you can imagine an FAQ will have different engagement metrics than a troubleshooting for example)

    It would be nice to have a field in the toolbar that would allow me to classify the article (just like we select the visible to, etc.) 

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  • Katarzyna Karpinska
    Zendesk Product Manager

    Allison S, if I understand you correctly you'd like to be able to define a type of article in article properties in order to be able to see engagement metrics. I can totally see the benefits of it and I'll see if and how we could accommodate this request. I'll also bass on your feedback to Explore team to ask if we can include label data as well.

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  • Allison S

    Katarzyna Karpinska yes, exactly! This would be a great addition to segment articles to see how each is performing. Thank you!

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