How do I provide feedback for the Content Blocks EAP?

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24 Comments

  • Catherine Michalak
    Community Moderator

    Hi, 

    not sure if this is the best place or if I need to create a new post but here goes some feedback on content blocks:

    1. Delays - I know you guys are already aware of this one, but I wanted to flag that when the delay happens while trying to publish an article with content blocks, it's unclear to me what will happen if I navigate away from the page. Do I lose all the content because it's not published? or can I safely assume it's fine if it's saved?

    2. Formatting - I would really love for the content blocks to stand out in the help center (not just while in editing mode but also in the live customer facing UI). If not by default then at least an option to format it. Currently, I'm using the "quotation" option to make the block of text look different.

    3. Editing - I added two blocks of content in one article (the only article in which they sit at this moment). When I try to edit either of these blocks, I expect the number of articles affected with changes to the content block to be the same - 1. However, one of them shows 1 and the other one shows 0. Any idea why the count is off?

    That's all I have for now :)

    TIA!

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  • Katarzyna Karpinska
    Zendesk Product Manager

    Catherine Michalak, thank you so much for this feedback! It's really appreciated. 

    Ad. Formatting - we'll be gradually adding a bunch of options to format the text in the coming months so hopefully, it will be easier to make the text stand out. 

    Ad. Issues with article count - I agree it looks weird. I'll follow up on it.

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  • Steven Gross

    Hello, a few questions/suggestions—

    1. Is it possible to access a list of all Content Blocks that have been created without having to go into an article? This would be helpful in editing and managing them from a macro level, rather than having to know which article(s) a specific block is in before you can edit it.
    2. Currently, if you click “Update all articles” after editing, it puts all of the articles with that Content Block in the “Work in progress” status, meaning you have to go in and republish them one by one. It would be helpful if the articles automatically publish or if there was a second option that allowed for publishing across all connected articles (“Save updates” and “Publish updates”)
    3. There have been a few posts about different formatting options in the future, but one formatting option that would be great to have would be to put Content Blocks within lists. For example, if there’s a number list of 5 items, and #3 needs a bulleted sublist. 
      1. It would be helpful to create the bulleted list (like this) as a Content Block
      2. Then add it under the numbered item
      3. This would be helpful because the content within the Content Block might be the same across articles, but the formatting of the articles may be different
    4. The ability to create tables in Content Blocks
    5. When editing a Content Block, under “Articles with this content block,” it shows all of the articles associated with that block, which is very helpful! However, the article you’re currently viewing/editing shows up in the list without any indication that that’s the article you’re viewing. Would it be possible to give the article you’re currently viewing a different background just to show that that’s the one you’re viewing? This would eliminate instances where you open up all the articles to see how the updates look and you open the same article multiple times.
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  • Mirjam Happel

    Hi, I have some feedback as well.

    1. When enabling content blocks there seems to be an issue with adding links to headers. I usually create a little index at the start of my article, but when creating one in an article with Content Blocks enabled the following happens: When I try to select a header to link to, it will only display all headers in the article that appear BEFORE the Content Block. Anything after it is not visible. When I move the header I would like to link to before the content block it becomes visible.
    2. Also it is unclear to me how I can delete a content block. I have a content block that is not used in any article and it should not be. I would love to see a place outside of an article where I can add and remove content blocks. 
    3. Lastly I find it unpractical that I need to publish each article with an updated content block manually. I would love to see a quick link where you can indeed choose, "Publish updates in all articles" or something like Steven Gross mentioned.
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  • Ryan McGrew
    Zendesk Product Manager

    Steven Gross

    1. This list is currently only available via the insertion of Content Blocks. We are working on a more complete CRUD type of interface and plan to include some version of this during the EAP.
    2. Would you also want to submit articles that have block changes for approval/review? Or just publish immediately?
    3. Just to confirm, you're looking to be able to mix ordered (numbered) lists and unordered (bulleted) lists at different levels of nesting, right?
    4. We hear you! Links and Images are first and then we'll be looking at the next round of improved formatting
    5. Very cool suggestion, I will send the feedback along to our frontend and design team

    Mirjam Happel

    1. So to confirm, you're looking to be able to link to headings in the content block as well as headings the rest of the document to build a small table of contents, correct? We'll take this into account as we're looking at links.
    2. See my comment to Steven above about a CRUD management interface, we'll also look at ways to introduce deletion of blocks in the current UI.
    3. Sounds good. Same question as I had to Steven above, any need to also submit/approve linked articles?

    Thanks both for the detailed feedback!

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  • Mirjam Happel

    Hi Ryan McGrew

    Let me clarify some more:

    1. No this is not exactly what I mean. I am indeed building a table of contents, but when building it, there is a bug that causes all headers that are mentioned outside the content block, but after the content block not to be choosable from the available headers in the link menu.

    2. That sounds great.

    3. I would like a publisher to just publish the changes automatically to all articles. When the editor does not have publishing rights, it should be possible to set all articles in Ready for Review automatically. 

    I have 2 additional comments.

    1. Currently it does not seem to be possible to schedule an article for publishing when enabling content blocks on an article. Will this be possible in the future

    2. It seems that certain HTML tags are deleted from the article HTML when enabling content blocks. This means that some feature that I have implemented will not work anymore as soon as I enable content blocks. Will this be fixed too? I have enabled "display unsafe content"

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  • Steven Gross

    Hi Ryan McGrew, thanks for your response! To answer your follow up questions—

    1. Currently, our team isn’t particularly concerned with assigning them for review but I could definitely see the benefit. Maybe have the options to “Publish updates now” or “Submit all updates for review”
    2. We’re looking to be able to mix ordered (numbered) lists and unordered (bulleted) lists at different levels of nesting as Content Blocks. So creating a bulleted list as a Content Block and nesting that Content Block into a numbered list

    I have also found a few other suggestions—

    1. (Same as Mirjam Happel's first suggestion) Currently, you cannot link to headers after a Content Block. For example, if I have an intro paragraph at the very top of my article, then my second paragraph is a Content Block, then I have an H2, if I want to hyperlink a word/phrase from the intro paragraph to that H2, it isn’t presented as an option under “Headings” in “Insert/edit link”
    2. When viewing the Source Code, you are only able to view the content within your WYSIWYG view up until the next Content Block. For example, if I have Paragraph 1, Paragraph 2 (that is a Content Block), and Paragraph 3, when I’m at the top of the page and click “Source Code” I can only see the content in Paragraph 1 but if I scroll down in the WYSIWYG view, I can only see the content in Paragraph 3.
    3. In an article with a Content Block, when attempting to hyperlink text outside of the Content Block, it brings up the “Insert/edit link” info at the bottom instead of the normal pop up box.
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  • Dawn Anderson

    Hi Team

    We have contact blocks in our production but it's not showing in our Sandbox region? Is this going to be available there also?

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  • Katarzyna Karpinska
    Zendesk Product Manager

    Dawn Anderson It should be available in your sandbox in a few moments.

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  • Katarzyna Karpinska
    Zendesk Product Manager

    Steven Gross 

    Thanks so much for your findings. Numbers 1 and 3 seem bugs and we'll look into them soon. The raw HTML view in case of content blocks has some technical consequences and we'll have to put some more thought into it, but it is on our radar.

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  • Angéline Nguyen

    First of all, I am very happy to see content blocks as it gets close to "single sourcing."

    However, here are a few things to enhance:

    • Formatting: We should be able to edit the content block with the same tools as we edit article texts. For example, I can't add a table, I can't apply a class using the source code (background colors), etc. Right now, formatting is very limited.
    • Deletion: Already mentioned by other users, I have no idea where to delete a content block. I can remove it from an article, but that content block still exists somewhere and just create noise in the content block list.

    So, it's a good start, but I think it's still missing "basic" features.

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  • Katarzyna Karpinska
    Zendesk Product Manager

    Angéline Nguyen, thanks for the feedback. I completely agree with you, the current version of Content Blocks is still very rudimental. But the good news is that we are working on adding new features :).

    I hear what you are saying about tables and classes, they are quite high on our priority list (together with content block deletion). As for the formatting options, we'll be adding them gradually. If you were to choose, which of them would be the most important for you? 

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  • Catherine Michalak
    Community Moderator

    Hi Kasia, 

    I'm experiencing some weird behaviour when trying to edit articles with content blocks or when trying to publish them. It seems translations gets activated when I turn on content blocks on an article.

    1. When I select Edit article from the Arrange articles section of Guide admin it opens up an empty article that looks like the below. I then have to click on edit and select a translation version which then allows me to edit the actual article.

    2. Once I've edited an article with content blocks and click on Publish I get the error below but we don't use translations so not sure what's going on. The only way I can actually publish the article is by refreshing the page and then publishing or by unpublishing and then publishing.

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  • Ryan McGrew
    Zendesk Product Manager

    Hey Catherine Michalak,

    This issue should be addressed. Let us know if you're still running into issues.

    Thanks!

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  • Rebecca McMurry

    I agree with all the comments about the amount of time it takes to publish, formatting, and the need to manage these blocks. It seems those will be addressed. I would add that when I try to copy Alert type content that I am using the formatting does not pull in. It is as if it does not recognize the source code, only the code in the editor. 

    Do you expect this functionality to be used like I would use variable text? I would like to be able to update my company name or product name with one or two clicks instead of going to all the pages and making the update. This content block seems too cumbersome for that.

    Content blocks will really help with the consistency of our content. Thanks for this feature.

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  • Catherine Michalak
    Community Moderator

    Hi Ryan McGrew,

    I no longer get the error - so that's great! Thanks!

    It does still say that "Translation has been published" which seems weird as we don't have translations turned on. Is that expected behavior? I'm worried it can be confusing to agents.

    Thanks

     

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  • Katarzyna Karpinska
    Zendesk Product Manager

    Steven Gross Mirjam Happel We've tried to improve linking to headers after content block. Would you be so kind and check on your side and let us know in case the issue is still persisting? 

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  • Steven Gross

    Hi Katarzyna Karpinska

     

    I tested it out again and it looks like it is still behaving the same way. The only way I was even able to get "Heading" as an option to link to was to disable Content Blocks entirely. This is how it displayed—

    If there are other steps that need to be taken before we can link to headers without having to disable Content Blocks first, let me know and I'd be happy to try them out!

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  • Mirjam Happel

    My initial issue seems to be solved. I am now able to see all headers in the article when creating a Table of Contents. However there is something strange that may cause confusion with larger articles. When using a header inside a content block, the order that the headers are shown when pressing the link button in the article editor is not the same a show the headers appear in the article:

    This is my article:

    And this is how it appears when adding the links:

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  • Katarzyna Karpinska
    Zendesk Product Manager

    Rebecca McMurry Thanks for your input. We are thinking about introducing basic support for custom classes in Content Blocks in the near future it should allow you to present them as alerts/callouts.  

    As for introducing some type of content variables, it is also something we think about but it's at the very early stages of conceptualization. 

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  • Katarzyna Karpinska
    Zendesk Product Manager

    Mirjam Happel apologies for not replying earlier, I've tried to reproduce your issue and got different results than you but also on the weird side... I created a ticket for investigation, we'll try to stabilizing this sorting behavior.

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  • Montana

    Hi! I'm currently experiencing a bug where I am unable to edit an article with a Content Block on it - it is not accessible when I attempt to edit it. This specific article is also configured to be an Alert banner, so I'm not sure if that has any impact to experiencing this bug. The banner/article exists just fine on the Help Center, and when I go to Help Center Admin to edit the article, I can see the article just fine. But once I click Edit, I get the below error:

    Here's a link to the article live in our help center (it is also the red banner): https://support.idrivesafely.com/hc/en-us/articles/360045096293-COVID-19-EXTREMELY-HIGH-VOLUMES

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  • Katarzyna Karpinska
    Zendesk Product Manager

    Montana Thank you for reporting this problem, I've created a ticket to talk about this problem directly with you :) 

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  • Dovile Janule
    Zendesk Product Manager

    We are trying to understand the customer experience with content blocks EAP and identify needs around missing functionality. If you're interested in participating in this usability validation session, feel free to leave your contact details. 

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