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Announced on |
Rollout starts |
Rollout ends |
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October 26, 2022 |
October 26, 2022 |
November 9, 2022 |
We’re excited to announce content tags on the articles and posts. Content tags help your customers get to related content in one click.
What’s new?
Content tags are words or phrases that summarize the key ideas or concepts of the tagged content. They provide an alternative grouping that allows you to create a shared theme across different sections, topics, and content types. You can apply content tags to articles and posts. As a result of tagging your customers can view all related content created by agents and customers on the search page. See About content tags.
Content tags are visible properties of articles and posts. Unlike labels, they are not searchable and don't influence search relevance. However, clicking on a content tag directs you to a search page pre-filtered with content related to the tag.
In addition, we provide you with a content tags management tool to help you organize your tags. You can check content tags usage, and rename or remove content tags from your account.
You can access the search page by clicking a content tag from any tagged article or post. You will see search results pre-filtered by one content tag. It is on our long-term roadmap to have multiple-content tags on the search page and allow you to filter search results by content tags.
How will this affect me?
Guide admins and agents can add content tags to articles and posts. By default, your customers can only see applied content tags but cannot add them to their posts. You can allow customers to tag their own posts. In this case, they will see all tags created in the account. Content tags are public and shared between brands. See Allowing users to add content tags to community posts.
What do I need to do?
If you are using a custom or marketplace theme (see About the standard theme and custom themes in your help center), you’ll need to update your live theme to show content tags in your help center. See the Content tags section in the Help center templating cookbook article.
19 Comments
This is an exciting release! Will there be any analytics with it?
Will such tags / can such tags influence answer bot building or result now or in future?
i.e. we tagging it: "Setup, Install"
Ans Answer Bot can ask do you want "Setup or Install" and based on click it can show article for these tags?
Thanks.
Hi Sarah Nicholaev
At the moment there isn't analytics available on Content tags, but we will evaluate how this could fit into the knowledge base reporting in Explore. We will also be further enhancing the management view of Content tags so that you can quickly get an overview of the usage of the tags on various types of content.
Hi Tobias,
There isn't yet any Answer Bot influencing built in, but we will start adding content tags to various filtering options in search and such going forward. Also not that we do have article labels, which currently are used by Answer Bot for limiting suggested content. We intend to keep article labels around as a more hidden (ie. agent/admin facing) way of filtering content but not for search filtering in public searches.
This is a very good news for me! I can't wait to have it available on our instance.
Will the design/rendering of the tags change with this new feature?
Hi Sarah Haïm-Lubczanski
The rendering of tags is themeable and completely customizable. As such it depends then on your help center theme. We've added a section in the theming cookbook which walks through how to apply changes to your own customized theme if you're not using e.g. Copenhagen theme.
I have added few content tags to the articles. I do not see the "Related To " list on the left of the window like its shown in the below image. Please help.
Hi Sanobar Khwaja
If your search screen does include the right fiilters, then it's probably because the theme needs to be updated. We've added a section in the theming cookbook which walks through how to apply changes to your own customized theme if you're not using e.g. Copenhagen theme.
Hi!
This is a very cool update, we did everything necessary to install this update and everything works.
But I have a question, after the panel with tags appeared, it is signed "Related to" (as in the screenshot), is it possible to localize this phrase for Ukraine, if so, what do I have to do?
@...
We run through same struggle, may this can be added to the KB :)
Maxim Nason
You can use
<p>{{t 'content_tags_label'}}</p
This help´s to translate the Related to :)
Regards,
Tobi
Hi!
Is there a way to localize the phrase "Related to" now?
Since if you just rename that phrase in a line of code, it doesn't work quite right.
Hi Maxim Nason,
I have submitted the Ukrainian translation for "Related to". You will see the change after our localization team processes the request. Unfortunately, Ukrainian language is not officially supported for help center. If you need more strings to be localized, please submit a request to Zendesk with the suggested translation. See Zendesk language support by product.
Hi,
I've tested tags in multi-language Help Center, where we have EN and NL languages and i see that if EN tag has been added to the article, it presented as EN word in NL version of this article and in search result it stays as EN word, as per my checks dynamic content does not working for tags..
Please advise if you have any workaround for this case?
Hi Anastasia Kachanova,
Thanks for describing your case! Yes, for now the content tags are shared across translations. It is on our roadmap to introduce localization for content tags. We recommend creating tags in both languages and applying them to an article. Later, you will be able to merge those tags (on the roadmap).
Hi Zendesk Community !
Does somebody already has or know the code to put in a custom page to show a list of articles containing a certain tag?
To summarize and show some articles in another view than their section
I supposed it is possible by using if "article.tags" contains "IT" (for example) then list articles.
Best regards!
Raphaël
Greg Katechis thank you, do you know how can I write it to show my list of articles in a custom page please? :)
I found it in the comments of this article: https://support.zendesk.com/hc/en-us/community/posts/4699337264026-Show-All-Article-In-Home-Page
thank you very much !! Greg Katechis Ifra Saqlain (again!!)
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