Internal Comments on Guide Articles


  • Orion Seaver

    Ryan McGrew

    Hi Ryan,

    This Feature Request is 5 years old with 38 customers requesting it.

    This limitation has a major business impact for us.

    Can I please get an update on the status of this Feature Request?

    In the meantime, is there a workaround?


  • Chris Hay

    Hi All,

    I too would like to see this system change. Having a KB that has the ability to have both public AND private comments could help streamline our KB system, and provide us support agents with more information within a single article.

  • Dan Cooper
    Community Moderator

    Orion Seaver thanks for taking a look. My proposed solution made sense for my team at the time as we were using Zendesk internally and our notes weren't problematic if someone internally saw them.  I wouldn't recommend it for public help centers where your notes may have internal process hidden away.

    I'm holding out for this feature myself.  Make sure to add a vote to the post if you haven't already so that the Zendesk PM team can get the signal that this is a priority for you. 

  • Orion Seaver

    This Feature Request is 5 years old with 42 customers requesting it.

    This limitation has a major business impact for us.

    Can I please get an update on the status of this Feature Request? Ryan McGrew stated that there would be an update available soon in 2018.

    In the meantime, is there a workaround?

  • John

    Thanks for the update Katarzyna Karpinska!  Unfortunately for us and I'd guess most other organizations, Content Blocks don't really address the need here. I suppose it would be ok to use as a temporary workaround, but it doesn't really meet the need and would create a lot of clutter in the list of Content Blocks. 

    Many of us just need a way to put a piece of text in the article - either inline or preferably as a whole separate field that displays inline - that is an internal note or section. Our support engineers use articles as much as or more than even our customers do, and having the ability to have both internal and external content in the same article is so important. 

    Without having this ability, we have to create two separate articles for one issue. 

  • Orion Seaver

    Thank you for the update Katarzyna Karpinska

    I would agree with John Streeter. Content blocks might be better than nothing. But it seems like a cumbersome workaround that may be difficult to manage long term.

    What are the long term plans to have this as a full feature in the product? :

    • A way to see agent only (secret) content on publicly available articles in Help Center
  • Claudio Proietti

    Hi, Katarzyna Karpinska
    is there any news related to the possibility of having internal comments on the articles?

    Do you have an ETA considering that we are already in July?

    Also, do you think the possibility to comment on the articles could be extended to the Lite Agents too?


  • Katarzyna Karpinska
    Zendesk Product Manager

    Claudio Proietti, as much as it still stays on our roadmap we are not currently working on this request. We are focusing on the images in CB and upgrades to our editing tools. You can always check what we are working on on our roadmap.

  • Matthew Kentala

    It would be great to get this on the roadmap and it's pretty frustrating that this hasn't already been added.  The request has been out there for a number of years.  Honestly, this seems like a basic thing a product like this should offer.  There are many times you need to reference associated tickets, internal pages, internal bugs, etc.  

  • Malin Ahnstedt Sjöström

    I agree with this as weel, It would be a valuable feature to have internal comments for the content in the KB. 

  • Eleonora

    +1 request for the ability to add internal comments to Help Centre articles. 

    In our specific case, we would like to have this feature to (among other things) add a link to the Asana task related to content creation and review for each specific article. Currently, we have to write the link at the bottom of the article and delete it before publishing.

  • Mary Paez

    regarding the statement: 

    "As for the second item on the list above, you might have heard about one of our newly launched features called Content Blocks. In the feature, we are planning to add visibility permissions to the blocks so that you'll be able to place them in the articles and decide which of the readers can see them when they open an aritcle. I wonder if that will be helpful for the cases you are describing."
    Sometimes there is a need to share different comments from many different people as new information comes about thru agent testing of different situations.  Some of that information can never be published to customers.   But, the agent team (>150 members) need to add their comments and share.  So, we cannot limit the comment access to only one individual.  will we be able to use a Manager field that we added to the agent profiles to secure the comments to that group?  Or even better, just make the comments available to all agents and not customers???
  • Mary Paez

    Another reason to not use content blocks for comments shared by agents is that the content we would share applies to only one article. 

     I understand that Content blocks were intended to share content among several articles (write once, use many times!). I dont think it was intended for recording agent (internal) comments on (public) articles.

    Seems there should be a field within the article that is reserved for agent comments.  Once an agent adds comments, they are appended like a footnote to a document (at the bottom) and dated.  See screenshot.

    Then, other agents can see these comments, but customers who view the article from the portal cannot.   In past work at IBM, we allowed any agent to add a comment/date to any article.  They accrue on that article but are not visible to any portal users.

  • JD
    some way to share not published articles with important stakeholders for review (or similar reasons)

    Katarzyna Karpinska As for your third bullet point, we need a way to share unpublished articles with stakeholders for approval before we publish them. These are product owners and customers without agent access to Zendesk. Providing them with a Zendesk license would be cost-prohibitive and inconvenient, for the handful of articles they need to approve a year. Currently, we build articles in Zendesk, then copy/paste them into a Google Doc. Stakeholders add comments and suggestions to the doc, and then we go back to Zendesk to make those changes. Finally, we copy/paste the final article back into the document for final approval. If there was a way to share unpublished articles with these external stakeholders and eliminate the copy/pasting to an external document, we could save time and reduce errors. 

  • Eleonora

    Hi Katarzyna Karpinska

    With reference to the request made by JD above, 

    If there was a way to share unpublished articles with these external stakeholders and eliminate the copy/pasting to an external document, we could save time and reduce errors. 

    I would like to point out that copying and pasting text from one application to another adds weird, unnecessary tags to the article's source code, which cause problems for the localisation team when translating the articles with CAT tools.


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