Find and replace

73 Comments

  • Official comment
    Katarzyna Karpinska
    Zendesk Product Manager

    Hi All, 

    Thank you for all your feedback and comments about Guide Editor, they are very important for us. As I read this thread I see three main requests:

    1. Add more styling functionality to the editor
    2. Add Find & Replace functionality within an article to use while editing it.
    3. Add a quick way to change and replace links, words, and phrases in bulk across the whole knowledge base. 

    I'm happy to say that improving the editing experience in Guide is one of our main focuses for 2022. Throughout next year, we plan to upgrade our WYSIWIG and change e.g. how we work with tables, add new styling tools, callouts, and more tools to work with images. Prior to enabling all these new capabilities, we have to do some groundwork to ensure that none of the existing content is impacted by the new rich text formatting tool we are implementing. I'm glad to say that this work has already started. 

    Once we finalize the technical part of this upgrade we should be also able to add Find & Replace feature inside the article editor. Thank you for raising this request in the Community. I've added it to our backlog of editor improvements and I'd expect that it'll be introduced next year as well.

    Regarding a quick way to change and replace links, words, and phrases in bulk across the whole knowledge base it sounds to me more like a request for reusing small pieces of content than strictly an editor improvement. Within the content reusability initiative, we are starting to think about placeholder feature that would allow our customers to easily update simple strings across their whole knowledge base. We are at the early stages with this one so I'm not able to confirm any timelines.

  • Shana Blackstone

    I'd like to expand upon this request to be a true find & replace across multiple articles. 

    Business case: If a company decides to change the name of any feature of an application, particularly something referred to quite a bit in articles, the only way to find the name of that feature would be to scan all of the articles we "think" would contain that information and manually replace the words.

    Example: Our company is converting from older RPG programming to web-based code. As we move more content to the web we are of trying to update the naming conventions of our products. We changed the name of many of our features from short sometimes hard to remember command names that used to be typed into a green screen application to much more understandable titles for "buttons" in the web. Just one of those commands was located in over 100 articles because it is used so often. In our current content creator, RoboHelp, we were able to do a find and replace in a single project that contained all of those articles. A single step. If I were to use Guide I would have to do this for 100+ articles... 

    If Guide is to become a true content creator we need the basics that other content creators already have. 

    8
  • Dr. Katrin Bücker

    We would use it irregularly but for lots of articles at once.

    7
  • Dan Ross
    Community Moderator

    +1,000 to Shana Blackstone's feedback!

    Find/Replace within an article is important, but could be worked around with Cmd/Ctrl+F in a browser for a one-off change. 

    Find/Replace across the entire Guide's dataset is even more impactful to which there is no effective workaround. If you have hundreds or thousands of articles, you're in for a lot of Cmd+F :(

    7
  • Mary Paez

    Having a full-function WYSIWYG editior is very important to us!  

    6
  • Sidney

    What I'm looking for is the ability to find and replace a work or phrase - for example, if I am renaming one of our products from "Chrome" to "Pita Browser", I want to be able to do that in bulk and not go one by one in 500 articles!!!

    6
  • Dawn Phelps

    Plus one for adding this feature - we don't need it regularly but when we do it'd be a huge value add.

    4
  • Lyn Thompson
    Zendesk Luminary

    Hello,

    Regarding the part where you say:

    "Regarding a quick way to change and replace links, words, and phrases in bulk across the whole knowledge base it sounds to me more like a request for reusing small pieces of content than strictly an editor improvement. Within the content reusability initiative, we are starting to think about placeholder feature that would allow our customers to easily update simple strings across their whole knowledge base. We are at the early stages with this one so I'm not able to confirm any timelines."

    It is not just about creating a placeholder for a content. Yes, that would be helpful.

    However, we have a very large knowledge base (several hundreds of articles) and the way the linking is done (untraceable) we have to maintain old articles instead of archiving them. This leads us to the point where we NEED to be able to find and replace content in the whole knowledge base. Place holders are good for that point on, but it doesn't go back into your hundreds of articles to update strategic words selection.

    We cannot have someone working full time just to update words here and there. With the way digital is going, we need to be able to program repetitive actions so they take 2 minutes to perform, not weeks.

    The placeholder feature helps your new customers, but it doesn't help as much your long-standing customers who have a large knowledge base.

    4
  • Dan Ross
    Community Moderator

    I have the same issue as Sidney. If I need to change a product's name, I need a way to do it without a massive manual content review. A global find/replace would save weeks of review time

    4
  • David Bjorgen

    Functionality like this should be elevated to the dev team's top priority.

    4
  • Lucas Rogers

    Would love to know the specifics of why this was removed from the roadmap.  What took its place?    This would be my #1 feature request for Zendesk.  Simple tool, but a MASSIVE time saver.  

    For example: 
    My organization is going through a rebranding and I find myself spending hours for what could be done in minutes if I had Find & Replace.  Not only the org name changed, but product names as well.  It's hard to imagine that I am alone in this scenario.

    4
  • Mark Rickard

    As an end-user of Zendesk Guide, I urge the product team to prioritize the development of a global find-and-replace functionality based on strong community feedback. This feature is critical for efficiently managing and updating content, and it will greatly enhance our experience using the platform. Any previously formulated product goals should be reconsidered and adjusted to accommodate the needs of the user community. Failure to prioritize this feature risks frustrating and alienating users, while prioritizing it will demonstrate a commitment to listening and responding to our needs.

    4
  • Susan

    In larger companies it is not always a simple process to buy and use an additional app. The cost needs to be approved and the security of the app needs to be vetted. It isn't clear that the Zendesk product team understands how much work is involved in doing a manual search and replace on hundreds of articles and how basic of a feature this is. 

    Is it possible that someone from Zendesk can respond on why this is considered low priority? 

    4
  • Alex Duffey

    YES! Find and Replace would be a massive help!

    3
  • Zoe Goble

    Hi Nicole,
    It's really disappointing to hear that the article editor is not one of the features in the development cycle as it seems like it's definitely in need of some attention. There's a good few features it would benefit from having including find and replace, co-editing, image uploading enhancements, hyperlinking enhancements, more styling tools, etc.
    When will the article editor be in the development cycle?

    3
  • Lyn Thompson
    Zendesk Luminary

    This would be a must have for any knowledge base. It is a very big issue for us.

    3
  • Susan

    We shouldn't need to find a solution. Text editors have shipped with find and replace for over 20 years as a basic feature. It's really not clear to me why this is not in the product.

    3
  • Tech Spock

    Do we have any progress on the "search and replace" or search and delete option? 

    3
  • Alex Duffey

    For us it would be weekly to monthly we when need to replace links to a software program or other items that get updated normally.

    2
  • Ines Costa

    It would be crucial for us to have this type of functionality, to update links, words, and phrases in bulk. We'll have to update a link in hundreds of articles soon

    2
  • Katarzyna Karpinska
    Zendesk Product Manager

    Hi Mary Rockwood

    Yes, we should be able to add find/replace in the articles in 2022. But I don't have a detailed timeline just yet. 

    2
  • sorin

    Hi everybody,

    I'm planning to implement the find & replace function across multiple articles in my new Zendesk app: Help Center Manager. It's still work in progress but please register your interest to get notified of its release.

    2
  • Shana Blackstone

    We started using the 3rd party app that Sorin mentions in these threads to find and replace. It's working quite well and is quite affordable. It sucks to have to use another application for something this basic but it was worth it for us rather than waiting. It also has the benefit of showing broken links along with all of the media we added. 

    https://www.swifteq.com/zendesk-help-center-manager

    2
  • Rich Talbot

    Is Find and Replace live now?  I don't see it in Guide and could really use it!  Above, it was mentioned this would be implemented in 2022 which has come and gone.

    2
  • Shana Blackstone

    I posted this before, but we started using this 3rd party app to work alongside Zendesk Guide, which is fantastic. We have been using it for almost an entire year, and it is just an amazing addition. Again, I know it stinks to have another tool to utilize Zendesk, but I can't say enough good things about it. It has find and replace not just for words in your articles but even URLs. It has analytics that tells us who clicked on what article and where they went after that or what tickets they put in after that. We added an option for when a customer downvotes an article to be able to type a reason why. All of this is out-of-the-box stuff from this application. Super affordable as well. I have no affiliation with this application other than we use it. I feel bad every time I see someone add another post here waiting for a Zendesk enhancement, so I decide to add our recent feedback.  

    https://www.swifteq.com/zendesk-help-center-manager

    2
  • Sara Anthony

    Hi there! I found this chain after searching for articles related to find ad replace and it looks like there has not been an update in a couple of years, so just checking to see if this is something that is still in the works. Thank you!

    2
  • Nicole Saunders
    Zendesk Community Manager

    Hi Zoe, 

    Thanks for sharing your feedback. The editor isn't one of the areas of focus for the current development cycle, but it could be considered in the future. 

    If other users are interested in similar find and replace type of functionality, please up-vote Zoe's post, and add any details in the comments below. 

    1
  • Casey Birkholz

    I would say we would probably use it weekly. Over time, it could be hundreds of articles. 

    1
  • Dr. Katrin Bücker

    Just found out that there is already a find and replace tool.

    1
  • Stephen

    Hi,

    I think this would be a great piece of functionality to have.

    Inline with what others have said - I think that one of the biggest challenges for my Support team in using Guide is the editor being a little bit lacklustre, particularly when compared to something like JIRA Service Management and how rich it's editor is.

    1

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