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Jann DiPaolo

Joined Apr 15, 2021

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Last activity Sep 16, 2024

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ACTIVITY OVERVIEW

Latest activity by Jann DiPaolo

Jann DiPaolo commented,

Community comment Feedback - Help Center (Guide)

Hi Ashley. I asked about this back in 2021. But the good news is that there is an app called Help Center Manager which does the job very nicely. It also offers various other functions and has an extensive Analytics component. 

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

 

View comment · Posted Sep 16, 2024 · Jann DiPaolo

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Jann DiPaolo commented,

CommentWorking with articles in the knowledge base

If I need to add a link to another Help article within a Content Block, selecting Add Link, then Link to Help Center Articles only displays the last 5 articles that have been edited.
This means that if I need to add a link within a Content Block, I either have to edit the article to link to so it shows in the list, or I have to add it as a URL.

Is there any way to see the HTML within a Content Block?

And what is Code Block used for? I cannot find any information on this in the help.

View comment · Posted Jan 10, 2022 · Jann DiPaolo

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Jann DiPaolo commented,

Community comment Feedback - Help Center (Guide)

Hi Community. Found something that may help to distinguish what the name of the image is in the article.
When editing the article, click to select the image.
Right-click and select View selection source.
A new browser tab opens with the source code of what is selected. This shows the name of the image.

View comment · Posted Nov 11, 2021 · Jann DiPaolo

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Jann DiPaolo commented,

Community comment Feedback - Help Center (Guide)

Is there any update on when this will be fixed so we can once again distinguish between "article images" and "unused images"?

View comment · Posted Nov 01, 2021 · Jann DiPaolo

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Jann DiPaolo commented,

Community comment Feedback - Help Center (Guide)

While we are waiting for you to "address the issues of unused images", could you please fix the following current issue.

If an image has been deleted from Insert Image, but not also deleted from the text in the editor, the image still shows in the editor. So there is no way to know if an incorrect image has been deleted. The only way to be 100% sure is to check the page when not logged in as you cannot trust what you see in the editor.

View comment · Posted Oct 11, 2021 · Jann DiPaolo

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Jann DiPaolo commented,

Community comment Feedback - Help Center (Guide)

Whatever this was 'fixing' it has introduced a bug. And it is seriously affecting our productivity.

It now allows you to delete an image that is still being used. Deleting an image gives the message "If the selected image is used in the article, it will no longer work after deleting it." How useless is that? It is a 100% manual job to check whether the correct image has been removed. If you delete an image, it still shows in the Editor and when signed in. But shows as a missing image when not signed in (I would call all of that a bug) . So Zendesk offers no help with this - you just have to manually check. Thankfully we subscribe to a third party tool that checks for any missing images.

We keep a separate repository so the images can be reused and used elsewhere (and of course there is no image repository in Zendesk). To add an updated image, we have to find which file it is by checking through the tiny images in the Insert Image pop-up (which has no search features or anything to help). Delete the image, delete it from the article then upload and insert the updated image. Some of our articles can have 15+ images and these are regularly updated so this is now a really tricky, manual process. This used to be a breeze which was done by deleting the image in the article, looking in the Unused Images tab to see the filename, and then uploading the new image with total confidence that it was correct.

I calculate that updating an image now takes three times the time it used to. There is no consolation that a fix for this is not even planned until next year.

I am forever amazed at how much of an incredibly manual job it is writing in Zendesk knowledge center. I worked with more sophisticated tools 30 years ago. This last 'change' is very disappointing.

View comment · Posted Sep 21, 2021 · Jann DiPaolo

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Jann DiPaolo created a post,

Post Feedback - Help Center (Guide)

Hi
There is no way to check for broken links.

The post https://support.zendesk.com/hc/en-us/community/posts/115007417707-Managing-Links has a few people asking about it.

The only solution Zendesk gives it to use Google Analytics, But this only "gives you every instance of a customer getting the error message." That is too late!

All links need to be checked manually. This is crazy.

It needs a way to check that a link does not refer to either an archived article or an article that is draft.

I have finally found a third party link checker that has helped a bit, but Zendesk does not actually give a 404 if the article is archived, and if it is draft it prompts to sign in rather than an error.

Even an option to export the published help articles as separate files would be helpful (they could then be put thru something that does check).

Posted Feb 14, 2021 · Jann DiPaolo

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