After testing out Content Blocks in our organization, we've determined that the feature has future potential but provides us with limited usefulness. I've compiled a list of likes, dislikes, and some feature requests.
Background: My organization has 28 Zendesk Help Centers to service our products. Some of our Help Centers have thousands of articles. Our Help Centers run off a single extensive code base theme that is highly customized. We have very little content that needs to be identically duplicated throughout our Help Centers. Instead, we use dozens of custom, preformatted components within our theme which allow our authors to craft visual, interactive articles (beyond paragraphs, lists, and tables). We have a greater need for dropping in these components into an article, which can then be edited and customized.
What we like
- The ability to define a content block within an article
- The ability to add CSS classes to content within the WYSIWYG editor
What we dislike
- Content blocks are not visible in the code editor.
- Clicking on the code editor button only shows the content above or below the content block (depending on where the user's cursor is located when the code button is clicked).
- All content blocks are "global" by default.
- No centralized management of content blocks.
Our wish list
- A central location (outside the article editor) to manage all content blocks.
- The ability to edit the source code of a content block (to create customized component "templates" that can dropped into any article, and then edited).
- The ability to view/edit the content block when viewing the article source code.
- For content blocks to be non-global by default, with the option to make them global upon creation.
- The inclusion of a CSS button in the standard article WYSIWYG editor.
Some illustration mockups
Content Block Central Management in Guide
Editing a standard Content Block
Applying a "global" option to a Content Block
Content Block Source Code Editor
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