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Content Blocks: Need to be able to add labels via API to articles with content blocks
Posted Dec 09, 2021
Feature Request Summary:
Currently, we cannot add labels via API to articles that have content blocks enabled. This limitation should be fixed so that labels can be added via API to the Labels field in articles.
Description/Use Cases:
We integrate the knowledge articles we have in Guide with other enterprise systems. Part of the way we accomplish this is through using the API to add labels on articles to segment the specific articles for each system. This is in lieu of manually adding labels to the article via the UI.
Business impact of limitation or missing feature:
Content blocks on articles prohibit the API from labelling that article. So, we've had to make a manual process of labelling the articles that are not labelled via API. This is turning what we want to be an automated process into a manual process.
Given the release of content blocks and future enhancements on the roadmap (https://support.zendesk.com/hc/en-us/community/posts/4410198255386-Guide-Knowledge-Management-roadmap), Content blocks are likely going to be used more and more in our instance. Thus, more and more articles will have Content blocks enabled, increasing the amount of articles that will need to be manually tagged because of this limitation of the API.
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6 comments
Katarzyna Karpinska
Hi Ryan Boyer,
We are working on allowing API updates to the articles containing content blocks just now. I expect that before the end of February you'll be able to apply labels to them.
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Ryan Boyer
Thanks for the update, Katarzyna Karpinska. I really appreciate it!
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Konstantine Fioretos
Katarzyna Karpinska Are there any plans to be able to create and update Content Blocks via API?
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Katarzyna Karpinska
Konstantine Fioretos, longterm yes. But before we move into this area we need to work on some other important deliveries. You can see our roadmap here.
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Note from the Zendesk Community Team: the Guide roadmap is no longer available via the link provided above.
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Konstantine Fioretos
@Katarzyna Karpinska I am well aware of that roadmap. It is because I don't see any API being mentioned in the CB parts of the roadmap that I am posing the question here. It is good to hear that it is something you're considering.
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Sorin Alupoaie
Katarzyna Karpinska Do you have any plans to allow correct update of the body of articles with content blocks via the API.
Updating an article with content blocks from the API is kind of allowed, but creates some strange state for the article. The changes (made via API) will be visible in the online (published) version but not in the Guide Editor. So basically an article changed this way will have two content states: one with the API changes AND the Guide editor state (without the API changes). If a further change is made from Guide editor, this will overwrite all the changes made with the API.
This issue creates some serious limitations for some of my customers who have content blocks enabled and trying to use functions like find and replace across many articles (we're a Zendesk development partner providing apps such as the Help Center Manager to Zendesk customers).
Thank you!
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