29 Comments

  • Marc Falzon
    Comment actions Permalink

    going back to the OP, and @jennifer_rowe response, this should still be showing up new articles.

    Im finding that even though i publish articles, they are not showing up.

    What is the exact criteria?

    Does it have to be published without being a draft? or is "New" once published?

    Ive published a number of articles in the last 2 weeks, but according to recent_activity, my newest article was 15 days ago.

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  • Harold
    Comment actions Permalink

    Hi Jon,

    Shlomo beat me to it: we want to see articles that are updated too. For example, we have articles that contain PDF manuals that will be updated regularly, or articles that contain our software release dates or Q&A's. We don't want to copy-paste into new articles just for 'recent activity'.

    I turned it off now, we (well: our customers) were just seeing new articles from 2 weeks ago and a couple of comments that would 'get old' very soon (our articles aren't commented on that much).

    In short, it would be great to have some extra modes for the front page:

    - updated and new articles (publish date)

    - new articles only (publish date)
    (for admins that do a lot of spelling checks after publishing)

    - new comments

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  • Jennifer Rowe
    Comment actions Permalink

    Hi Brad, the functionality changed very recently so that only new articles show up, and not updated articles.

    We need to update the documentation! Thanks for alerting us. And sorry for the confusion.

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  • Brad Marshall
    Comment actions Permalink

    Thanks, @jennifer, for the quick response. 

    Is there any way for me to list new and updated articles to my users? We have a strong user-base that is dependent on making sure their documentation is up-to-date and accurate with ours and needs to be aware of these changes.

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  • Solair Helpdesk
    Comment actions Permalink

    Do you plan to improve this feature? We noticed that if you change the name of a section or you delete a section, the link is not correctly updated. This basically means, that the feature is unusable. 

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  • Jessie Schutz
    Comment actions Permalink

    Hi Brad! Apologies for the very not-quick response here.

    There isn't a way to automate this, but what you might think about doing is creating an Announcements or Updates section, where you can post a list of new and updated articles for your users to reference. Those users would be able to follow that section, so they'd be notified via email every time you added a post.

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  • Brad Marshall
    Comment actions Permalink

    Are there any search parameters I could query, either in the HC or in the agent interface, to updated articles (i.e., last 7 days)?

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  • Sam Michaels
    Comment actions Permalink

    Hi Brad,

    It is indeed possible to search HC using several of the queries parameters outlined in our search reference here: https://support.zendesk.com/hc/en-us/articles/203663226-Zendesk-search-reference 

    Some example query suggestions for your use-case:

    "<keyword> updated<2015-10-05" (updated before absolute date)

    "<keyword> updated>2015-10-05" (updated after absolute date)

    "<keyword> updated>1week" (updated after relative date)

    where each query is enclosed in double quotation marks. I hope this helps!

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  • Sam Michaels
    Comment actions Permalink

    My post was confusing. To clarify, do not enclose the entire query in double quotation marks or the search will not work. Instead, write:

    <keyword(s)> updated>2015-10-05

    or

    "<exact string>" updated>2015-10-05

    Sorry if that was confusing!

     

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  • Brad Marshall
    Comment actions Permalink

    Thanks, Sam. It worked in the Agent's Interface. It would be nice to be able to do that in the Agent's Interface.

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  • Shlomo
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    Hi Jennifer,

    I tried this placeholder but it does not show new articles for me.

    It displayed the recent commented articles, the same as for {{recent_articles}}.

    Did you change anything recently?

    Is there any difference between {{recent_activity}} and {{recent_articles}}?

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  • Shlomo
    Comment actions Permalink

    sorry my question is:

    Is there any difference between {{recent_activity}} and {{recent_activity scope = 'article'}}?

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  • Craig Gulliver
    Comment actions Permalink

    We have the same problem as Marc. However, based on this post: https://support.zendesk.com/hc/en-us/community/posts/208086567-What-is-recent-activity-

    The answer was, "Recent Activity should be pulling in recent activity, I believe it is set to pull in data from the Community by default"

    The confusion is how the widget should work on the HomePage since some articles and article comments are showing in the results but not across all categories and sections. Based on the documentation, it's not clear how this should work on the Home Page. I would expect that the Home Page would work like an activity stream across the site, and the behaviour would change as you navigate into different categories and sections.

    Is this a problem with the underlying query? Or is there some undocumented behavior? We need some clarification on how this advanced helper works on the Home Page so we can understand how to control the content displayed to our users.

     

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  • Jon Daniels
    Comment actions Permalink

    Marc and Craig, I have been able to reproduce this unexpected behavior in my own test account, and have reached out to our developers regarding this.

    I am reaching out via email to keep you both posted regarding this!

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  • Craig Gulliver
    Comment actions Permalink

    Thanks Jon!

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  • Ariel Hart
    Comment actions Permalink

    Hi Jon-

    Is there a fix in the near future for this bug? We are experiencing the recent activity not updating issue as well.

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  • Jon Daniels
    Comment actions Permalink

    Ariel - I see you have emailed us about this as well, so I'm sharing that request with the proper people.


    Anyone else who happens upon this thread and has this issue, please reach out to support@zendesk.com so we can keep you in the loop regarding the resolution!

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  • Marc Falzon
    Comment actions Permalink

    @Jon_Daniels

    Has there been any movement on this?

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  • Jessie Schutz
    Comment actions Permalink

    Hey Marc!

    We're actively working on an effective fix for this issue, but we're not ready to roll it out just yet. Sit tight!

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  • Harold
    Comment actions Permalink

    Does the fix entail showing updated articles too, or still just the new ones? A lot of our articles get updated regularly too (cf Brad).

    Activity for us is 'updating', not so much 'posting'.

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  • Jon Daniels
    Comment actions Permalink

    Harold, can you share more about what you are seeing vs what you are looking for? You do want your updated articles to show there?

    What are you seeing currently?

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  • Shlomo
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    Hi Jon,

    I venture to answer for our website. By using the {{recent_activity}} placeholder, we see the list of all the last comments and last NEW articles. Note that some NEW articles are missing in the list.

    What we are looking for is to display the last updated articles also there.

    Is it possible?

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  • Jon Daniels
    Comment actions Permalink

    Thanks for clarifying, Harold and Shlomo!

    It's my understanding that the placeholder should be showing both updated and new articles (EDIT: verified the placeholder's current behavior is displaying articles by their publish date, not by their updated date).

    Harold, I think you might be interested in this product feedback post, as it is requesting more options for the recent activity placeholder:

    Add more detailed scope options for Recent Activity

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  • Marc Falzon
    Comment actions Permalink

    From what ive noticed, the problem could be the same as what ive got.

    The "recently updated" shows things that are recently updated, but the display on the side always shows the date the article was created, not that it was updated.

    So you might create an article and update another, both will appear in the list. But the updated ones "date" will be its created date, which may be a year ago, which isnt helpful

     

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  • Jon Daniels
    Comment actions Permalink

    Harold, Mark, and Shlomo: I have just confirmed that the {{recent_activity}} still only pulls the most recently created articles (not updated articles) as Jennifer Rowe outlined in her first comment on this post.

    To request this functionality, I still recommend adding your vote and use case to the following feature request:

    Add more detailed scope options for Recent Activity

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  • Harold
    Comment actions Permalink

    Hi, Jennifer also said 'no updated', that's why I was confused when you mentioned 'updated' at Friday. I'll add to the feature req.

    Still curious to know why it was removed though...

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  • Frankie
    Comment actions Permalink

    I actually experienced this disappointment with the Recent Activity list as well. After some time with support, I found out that the list of recently created articles is the expect however. Not what I want.

    For us, I want the Recent Activity list to only list recently published articles instead of recently created articles. Sometimes we start an article a month in advance and by the time we publish it, it doesn't show up on the list because the list uses created date, not published date.

    Having a list of recently updated articles wouldn't help either because sometimes we update an article because we catch a typo. So there's no material difference between the past article versus the updated article and therefore not worth showing on the list. For significant changes/updates, we would quickly mark an article as draft and then re-publish. This also helps with subscriptions since this way (of marking draft and then republishing) lets users who are following the article/section also get notified of the change.

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  • David
    Comment actions Permalink

    I would also like the recent activity list to display recently updated articles as well.

     

     

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  • Nicole - Community Manager
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    HI David - to request this functionality, please add your comment and an example of your use case to this thread on the Product Feedback forum? That will get it in front of the Product Managers. 

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