Add ability to hide knowledge base articles

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22 Comments

  • Carol de Meli
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    Publish date/time and expire date/time would be awesome and would solve this problem.

    Tags would be great so you could tag related articles and search for them when you need to make a change to multiple articles related to code or product updates/releases

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  • Dan Lanir
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    Agreed?

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  • Dan Lanir
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    Agreed

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  • Christian Colding
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    Hey guys,

    We completely agree on the use case here and while it'll be a while before we have it fixed, we are currently working on improving this so you can decide when to publish your articles and also "unpublish" if you don't want them to show to your end-users but still want your agents/knowledge contributors to see them.

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  • Graeme Carmichael
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    Can you not use the Draft checkbox for this until a full publishing solution is available? That would not prevent the article being shown to Agents, but would hide it from customers until you are ready.

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  • Patrick B.
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    Is it possible for a KB article to be "hidden" to the public unless I know the URL?

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  • Peter Finlay
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    Bump - would love the ability to have articles only accessible if the URL is known.

    Similar to Google docs - "Anyone who has the link can access"

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  • Christian Colding
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    Hi Patrick and Peter,

    The original reuest from Paul was mainly around being able to publish content at a specific time or at least be able to write a new version of content that can then be published when it's needed.

    What it seems like you are requesting is a way to publish the article, but you can only see it if you know the URL. Why do you want to do that? What is that you are trying to achieve with that functionality?

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  • Peter Finlay
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    The reason I'd love to do this is due to some step by step support articles, that have all steps visible and clickable in the current format - but I'd like to ensure our customers are clicking through step by step from step one all the way through to the end without missing a step.

    Eg: our Highlights Installation Guide: https://support.hapara.com/hc/en-us/categories/201942048-Hapara-Highlights

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  • Christian Colding
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    Hi Peter,

    I would almost argue that the steps should really be split into a separate section. E.g. "Pushing Out the Student Extension" step 1-7 would be in a separate section called Pushing out the Student Extension". That way you would have a list that would look more like this:

    • Highlights Installation Guide
    • Setting GAFE Policies
    • Pushing Out the Student Extension
    • Verifying Student Extension Connectivity
    • Network Access/ Whitelisting
    • GAFE Device Settings (Optional)
    • Shared Device Best Practices (Optional)

    The problem here is that we don't have more levels. But let's say that we introduced another level of sections, so you could have category -> section -> Section would that potentially solve this problem? Or do you still see the need to completely hide certain articles from the navigation? Also should you still be able to find the articles when you search?

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  • Peter Finlay
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    Splitting into sections doesn't sound like a bad idea at all - I'll give that a go to begin with. Ideally the individual steps wouldn't be searchable, but would be linkable for our team to link to.

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  • Christian Colding
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    Hi Peter,

    You might find problems in doing it now, simply because we don't have enough levels. But we are looking into if we can add more levels, which is why I asked.

    I am a little curious about the use case here. If each step is not searchable are you not afraid that customers wouldn't be able to find specific steps? For example if they had followed the steps and wanted to revisit a specific part of the guide?

    Is there anything that is keeping you from putting all of the steps into the same article? What are you trying to achieve by splitting them into separate articles?

    A lot of questions, but I find your use case very interesting and we haven't really heard it before.

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  • Patrick B.
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    The use case is testing or just generally only wanting to make available to certain users.

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  • Peter Finlay
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    That's only one example Christian, and in that particular example I'd much prefer to link/anchor each step from a main article, but not individually searchable via the Help centre search.

    I originally had all steps in a single article, but because there is so much information this was a huge article, and was very easy to scroll and pass over steps. This 'step by step setup wizard' style was the safest way (by my knowledge of HC) to ensure all steps are completed in the setup with less chance of accidentally missing something.

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  • Christian Colding
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    Hi Peter,

    Thank you for your additional comments. It really does sound to me like this is more about being able to split up articles in a sensible manner, making sure people go through each step rather than actually making an article available to people with the link. Obviously doing these types of links could solve the problem here, but I like to think more broadly about how we could solve that particular problem, making sure we do the right thing if and when we get around to it.

     

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  • Christian Colding
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    Hi Patrick,

    I would assume you would restrict that to certain users with access restrictions. Or how do you see it? Who exactly would send these kinds of links to and why?

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  • Patrick B.
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    Restrictions not as important as avoiding showing up in help center. Generally send links in emails or link from certain pages on website.

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  • Christian Colding
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    Hi Patrick,

    Why do you say that restrictions are not as important? Why is it that a user can't see it in Help Center, but they can if they access it directly? You also mentioned testing as being a use case, could you elaborate a bit more on that?

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  • Brooke Wayne
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    I'd love for the ability to hide articles in our Help Center too! We have articles that are only applicable to some users of our entire user base (e.g., when we run contests or release features that are only available to those on specific paid plans).

    In our old Help Center manager, we could publish an article as hidden, so only those who had the specific URL could access it. This was then incorporated into our marketing emails/campaigns where people had access to this specific URL. Other users would not see this article while navigating our Help Center.

    Currently in ZD's Help Center, I see no way to utilize the same thing as above - I have to publish and include a disclaimer at the top to state that this article is only applicable to specific users. Would be nice to be able to go back to hiding, which would keep our Help Center less cluttered for the majority of our users! 

    Please consider building this feature - it would be greatly appreciated. 

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  • Ryan McGrew
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    Hi @Brooke,

    Have you taken a look at the User Segments feature of Guide? 

    This should allow you to apply view restrictions to articles based on a user's organzations, groups, or tags.

    Thanks!

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  • Brooke Wayne
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    Thanks for the suggestion, Ryan. 

    Unfortunately, User Segments don't work for us, as we'd like to hide articles on an article-by-article basis, (not by sections), and we'd like to accessible to the public to those who only have the URL (so non-signed in users would be the majority of our viewership here). For those reasons, User Segments wouldn't be of much help to us. 

    If I'm missing something else, please do let me know! Otherwise, my feature suggestion for this still stands. :) 

     

     

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  • Pierre Grenier
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    Hello everyone,

    From what Paul posted initially, it seems that one of those requests is the same:

    As a result, we will close this thread and invite you to engaged in these above thread if these matches your needs.  If they don’t, then please submit another post with the relevant information.

    For those of you who need to "hide" articles, please be more specific about the circumstances under which an article need to be "hidden".  Reading this thread, it is not clear to us that there is a common understanding of what "hidden" is.

    Thank you.

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