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Brooke

Joined Apr 15, 2021

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Last activity Feb 13, 2025

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ACTIVITY OVERVIEW

Latest activity by Brooke

Brooke commented,

CommentWorking with articles in the knowledge base

We have the EAP activated for our Zendesk account. I'd like to pass along two feature suggestions on article placements in search and reports:

 

For search, I can understand it makes sense if users want to follow a specific breadcrumb - e.g., access the article under a specific section, especially if sections are broken by audience / access level. However, I'd like to have an option to consolidate all placements into its default parent/first placement option, so that it only appears once in search. Reasoning is that some users may be confused and not sure why it's showing up twice, or think that information is different in both articles. This introduces additional cognitive load for our users who now have to make additional decisions (which article to click, or open both and compare side by side), and increases the amount of time our users are searching for information. This is the opposite of making the help centre helpful and efficient for our users.  

 

 

For reports, from an admin perspective, I'd prefer to be able to review all total views for the same article, regardless of how many placements there are for it. Otherwise, this introduces unnecessary overhead in calculating views and other related metrics. This could also be an option that can be toggled on/off for some use cases. For example:

Article A 1 - 10 views
Article A 2 - 5 views
Article A 3 - 2 views
Article B - 11 views

In the reporting / Explore, this means that Article A is listed three times, and I have to manually count 10 + 5 + 2 = 17 views total. This also means that if I wanted to sort views in descending order, Article B is incorrectly ranked first with 11 views, when Article A had a combined total of 17 views. That said, I can see some use in being able to see which placement was more effective in driving traffic, especially if it was used for A/B split testing, but I would also like the option to be able to combine all views of an article's placement into one for further sorting/analysis. 

Thanks!

View comment · Posted Oct 23, 2024 · Brooke

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Brooke commented,

CommentWorking with articles in the knowledge base

Is there any way to add the Related to: filter to the search results page by default and allow users to browse through the available content tag options?

View comment · Posted Aug 28, 2024 · Brooke

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Brooke commented,

Community comment Q&A - Help center and community

Came here looking for an answer to this exact question and Conny Svanberg 's comment was exactly what I needed. Thank you!

View comment · Posted Aug 28, 2024 · Brooke

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Brooke created a post,

Post Feedback - Ticketing system (Support)

Summary: 

Customization to our Zendesk Guide articles in the style.css and html are currently not visible/supported in the Knowledge in context panel view, but are visible when viewing the article in a separate browser window. 


Use Case: 

Currently we use a mix of css and html styling to support formatting content. This includes small quality of life changes like padding in table cells and using correct prefixes for nested lists (e.g., roman numerals, lowercase alpha for ordered lists, and hollow circle and squares for unordered lists). One of the biggest quality of life improvements is the introduction of disclaimer boxes as suggested by Zendesk that relies on using div classes to trigger special styling and formatting of different disclaimer box styles. The disclaimer boxes use Note, Heads Up, and Important with specific colours to help our agents understand important details like prerequisites, additional resources, and more. 
 

Impact: 

The disclaimer boxes render as plain text in the Knowledge in Context panel which makes it less likely to be noticed by our agents, and easier to skim over, which is the opposite effect of what we want from a disclaimer box. 
 

Workaround: 

The closest thing we're able to do is manually add the words Note, Heads Up, and Important to each disclaimer instead of having it populated automatically by the div class code. This does not directly solve the issue because it's still plain text that our agents may not pay attention to when reviewing the article. 

Solution:
I understand that allowing CSS customization to be displayed in the Knowledge in Context panel could lead to accessibility issues, but this is also true for allowing people to customize their Help Centre themes. 

Immediate solution would be to support CSS customization in the Knowledge in Context panel, even including a checkbox so that the Zendesk Guide admin / Zendesk admin accept all risks when enabling. 

Other solutions would be to include the disclaimer box functionality in Zendesk Guide natively (Content Blocks are not sufficient as these disclaimers are unique to each article) so that they can be properly rendered in the Knowledge in Context panel. That said, this doesn't solve for other types of CSS customization that isn't rendering properly in the Knowledge in Context panel (like nested lists and table padding). 

Edited Aug 21, 2024 · Brooke

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Brooke commented,

Community comment Feedback - Help Center (Guide)

Zendesk, 

What's the update on this? I've posted here asking for a solution that didn't involve JS workarounds, and so have many other folks here. I was redirected to post on this product feedback community post and it's been zero silence since, nearly three years later.

It's 2020, and many of us are still dealing with having to decommission older articles with no elegant way of redirecting them to an active article, and this is compounded further with broken links that we have no way to track.

Many of your other competitors already provide this functionality (HelpScout). When is Zendesk adding this functionality?

 

View comment · Posted Nov 19, 2020 · Brooke

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Brooke commented,

Community comment Feedback - Help Center (Guide)

 

Seeing as how @... asked us to post in the Guide Q&A topic, I've done it for all of us, using Patrick's original post above. 

Please feel free to go to the thread here and upvote/comment for more visibility folks!

View comment · Posted Oct 09, 2019 · Brooke

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Brooke commented,

Community comment Feedback - Help Center (Guide)

Hey! 

I originally posted two messages in this thread here: https://support.zendesk.com/hc/en-us/articles/217958367 and was told to post here instead. Just reposting what I originally wrote on the page in the link for clarity's sake: 

 

"Wondering for an update on this! It's 2018, and we're hitting a lot of roadblocks where deleted links are becoming more costly for our product. 

Would love to see a solution to set up redirect links for deleted articles - that doesn't involve Javascript. It would be awesome to specify a new redirect link when you delete/unpublish an article like others have been saying!" 

View comment · Posted Feb 16, 2018 · Brooke

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