Please give a quick overview of your product feature request or feedback and note who in your org is affected by this issue [ex. agents, admins, customers, etc.]. (2-3 sentences)
When using the "Replace media" feature, we would like a way to prevent the new image from publishing immediately. This issue affects our agents because we are often staging UI updates in our help desk before our system is officially updated, so publishing the new image immediately isn't conducive to our needs. It's affecting our customers because they need the information in our help desk to match our live UI.
What problem do you see this solving? (1-2 sentences)
Agents need to be able to complete work ahead of time so that they're not scrambling to update all of our articles after our system updates go live. Being able to queue image updates would ensure that our updates are timely and that our customers aren't waiting for accurate documentation.
When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business? (3-4 sentences)
We update our system every two weeks. I was trying to update an article last week, and I was excited by the Replace Media feature until I realized that the new image was published immediately. Because that new functionality isn't live yet, I had to go back into the article, find the old image, replace the new one with the old one, re-publish with the old image, then upload the new image (without using the Replace Image feature), so that I could queue up a draft with the new image. The result was a lot of extra work plus superfluous images in our system that will need to be removed once the update is live.
Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)
Yes, I'm uploading the new images separately, so both the new and old images are taking up space in our media library.
What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)
I would like to have the option to publish the new image immediately or put the article in draft mode until I'm ready to publish it.
Please sign in to leave a comment.