Feature Request: Internal Annotations for Guide Articles


  • Nicole Saunders
    Zendesk Community Manager

    Hey Patrick - 

    Thanks so much for taking the time to write up this detailed feature request, and for using the product feedback template - super helpful. Can definitely see why you would want something like this and how it would be useful. 

    If others like Patrick's request and would like to see something similar, please up vote their post, and add any other thoughts in the comments below. We'll make sure that the product manager is aware of the request, and if we see a critical mass of engagement around this idea, we'll ask them to chime in. 

  • Katarzyna Karpinska
    Zendesk Product Manager

    Hi Patrick Morgan

    You are correct the collaboration features are very much in focus for future development. One of the ideas we have that might address your need is leaving comments on article versions. We are definitely thinking about implementing it but for now, we still have a number of things in flight that are higher priority. You can see information on our roadmap and we're actively working on improvements that have been requested by lots of customers.

  • Juli Hackenberger

    To add an addition to this request, being able to see the article votes on the article would be helpful as well.

  • Kishana Highgate

    As a recent MadCap user and now a brand new Zendesk user, annotations are a highly valued feature. While I understand that I can comment out in the Source Code, it isn't a user-friendly solution. 

    1. Not all Admins and Agents feel comfortable in the HTML code. (While I can navigate the code, just enough to be dangerous, it's not my preference.)
    2. Before editing an article, someone would have to stop and think, "oh, let me check the source code to see if there are any notes in this article."  Which isn't realistic. 
    3. As a Tech Writer, I may need to check with a SME on content. While waiting for a calendar opening, I could write an annotation to myself on the article and come back and finish it later. 
    4. Additionally, annotations help me and other users understand decisions made during the documentation process, and maintain consistency.

    Thank you!

  • Kishana Highgate

    Also to piggyback on my comment earlier. 

    I can not add accordions to content blocks. Because of this, I had to unlink several pieces of content out of a content block and unfortunately, I have no way of knowing that that piece of content is listed elsewhere in my help center. So if I update it a year or two years from now, my help center will no longer be consistent. I no longer can have one source of truth for content that also is behind an accordion. 


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