Help Center Management

12 Comments

  • Diziana
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    Hi Sherri

    You can follow sections to get some updates but it's not what you are looking for. I know, Zendesk community has been asking this for quite long time, and I am sure Zendesk must have discussed and planned a roadmap for this.

    Until we have this (notification, custom template, etc.) as an official feature, we have to rely on building a system of our own. We can use Zendesk API and some algorithm to build a notification system (whenever an article gets updated, removed, moved, etc.), users or admins can be notified (preferably in a custom email-template).

    I would be happy to discuss this with you, and help you to come up with a system like this.

    Cheers

     

    Team Diziana 

    Visit Diziana to download free and premium custom responsive ready-to-use Zendesk theme or Zendesk template or Zendesk plugins for Zendesk Help Center. Brand your Zendesk Help Center, and provide fantastic self-service customer support experience.

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  • Alexandra
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    Mega, super plus 1! I would add to Sherri's list "Creating" or "Publishing" new content. I'm the Knowledge Manager and am constantly surprised with new content that agents create or publish without going through formatting checks. Big plus one for this one.

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  • Sherri Anderson
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    Alexandra, I'm not sure if this helps you at all but I have developed a process where I review the article history on a weekly basis to ensure I am checking for consistency and nothing slips through the cracks.  It is a little time consuming but it does work. I tend to use Fridays as my "clean up day" and that's one of the tasks I complete.

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  • Alexandra
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    Hi Sherri, thanks for the suggestion! :) But do you mean each individual article's history? Mmmm...this might not work for me, I have more than 700 articles. But maybe if I combine it with checking the Manage Articles > All Articles list and just see the articles history of those that were edited in the last week. Still...time consuming is right! Haha! I might have to, though. It's nice to know others are struggling with this too. 

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  • Sherri Anderson
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    Hey Alexandra, no that's not what I mean.  If you go into your Guide admin, the very first page that loads shows two different displays.  Lists and History, if you select the History tab like this:

    You will then see the History of all your articles, you can refine this to view different tasks, but I just scroll through the entire week of edits, so last Friday was December 1, I just scroll through until I get to December 1 and look for any author that isn't me.

    Then I go in and see what changes were made to the article and edit as needed.

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  • Alexandra
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    OOOOOOOH!!!! NICE!!!!!! I hadn't seen that tab! WOOOHOOOO!!! Thank you!!!!

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  • Sherri Anderson
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    No problem! Hope it helps.

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  • Stuart Buddrige
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    I'm really surprised there isn't a built-in notification feature in ZD for this kind of thing - it seems so obvious to me that this is required.

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  • Nicole - Community Manager
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    Hi Stuart - 

    You're welcome to create a post in the Product Feedback topic about this. 

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  • Stuart Buddrige
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    Hi @Nicole,

     

    Do you know if this is a feature that is in scope for future releases?

     

    Thanks,

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  • Nicole - Community Manager
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    Hi Stuart - 

    We haven't heard anything about it, but that doesn't mean it isn't a possibility. I'll check around and see what I can find out for you. 

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  • Stuart Buddrige
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    Thankyou Nicole - much appreciated.

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