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Let me search for Articles by ID
Posted Aug 19, 2021
Feature Request Summary:
Please let me search an article ID and get back the article.
Description/Use Cases:
It would be nice if you could search the article ID in Guide, like you can search a field ID in Support.
Business impact of limitation or missing feature:
There's all kinds of places you end up working with Article IDs - Configuring the Help Center code, and setting up reporting in Explore are two cases I run into. It's not super easy to find out what article is tied to what ID. You can scrape an article ID out of a URL of an article, or you can open any article and paste the ID you have in, to go to that article and see what it's tied to, but neither of those are particularly user friendly or intuitive. It would save time and make coding the HC easier, to be able to search IDs directly in the interface for the Help Center.
9
4 comments
Ryan Boyer
I agree with this enhancement request. On a support side, many of our agents routinely use the same knowledge articles over and over to resolve issues. Searching by title or keywords sometimes takes longer than if they were able to search by the number generated in the URL. Also, because other tools like Zendesk have this built into search (i.e., searching by number), it's a gap when integrating between two systems.
3
Ryan McGrew
Just to confirm that both of you would want search based on ID in search interfaces like the KC App, Help Center as well as in the Manage Articles interface. Is that correct?
1
Ryan Boyer
Hi, Ryan McGrew. Thanks for reaching out! Yes, searching via an "ID" across all three interfaces (KC App, Help Center portal, and Guide admin/Manage articles view) would be ideal.
2
Joanne Chow
Another use case is when a preview link has expired, it is difficult to find which article was awaiting review. The article preview link contains the article ID so being able to search via article ID would be extremely helpful. Thank you.
2