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Christian Colding
Joined Apr 15, 2021
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Last activity Oct 27, 2021
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Latest activity by Christian Colding
Christian Colding commented,
HI Scott and Andrew,
I just wanted to let you know that it's not currently possible to get very granular around who can edit what. We basically have one role in Help Center called a Help Center Manager which gives access to everything - also on the Enterprise plan. You can read more about roles in this article.
On the articles side of things, we are planning to change access restrictions so you can specify exactly what can be edited by whom (if anything). Unfortunately I don't yet know when we'll have this ready, but I wanted to mention that is something that we would love to change going forward.
View comment · Posted Jun 23, 2016 · Christian Colding
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Christian Colding commented,
Hi Michael,
I am curious about your latest comment. You write that you need labels in Community to build a Knowledge base. At Zendesk we usually differentiate between Community and Knowledge base as two distinct features/products, so I am wondering how you think labels in Community would help you to build a better Knowledge base?
View comment · Posted Jun 16, 2016 · Christian Colding
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Christian Colding commented,
Hi Donald,
That is quite alright. Glad to have you participating! When it comes to your request I have found this discussion which seems to be related:
You are very welcome to go there and participate.
View comment · Posted May 26, 2015 · Christian Colding
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Christian Colding commented,
Hi Donald,
I am not entirely sure I understand. You can't attach files in comments for Help Center. Are you perhaps referring to attached files in tickets?
View comment · Posted May 26, 2015 · Christian Colding
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Christian Colding commented,
Hi Heather,
Great suggestion, although not strictly related to this thread which is mainly about community and adding more levels. To be sure that others see your feedback, I would recommend to add your feedback to one of these discussions which also touch on management of articles:
If they don't exactly touch on the same as you, I would recommend you to create a new post so others can comment and vote on it.
View comment · Posted May 19, 2015 · Christian Colding
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Christian Colding commented,
Hi Brenda,
It's not something we are currently working on, but we've seen the request before. Great to see you've created it here. I've moved it to our Product Feedback topic, so that others can comment and vote on it.
View comment · Posted Apr 08, 2015 · Christian Colding
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Christian Colding commented,
Hi Jeanette,
Our research found that very few non-image attachments were used in our old product. Adding other types of attachments have some security implications, so we would have to assess those before we could implement it.
Thank you again for all your great feedback!
View comment · Posted Mar 20, 2015 · Christian Colding
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Christian Colding commented,
Hey guys,
Unfortunately no news yet.
But I would like to dive in to some of the use cases here. Could some of you tell me a bit more about how you would use this? As Michael has pointed out in his previous comment, there would also be the option of creating text snippets (or dynamic content) that you could use in different articles.
I would love to get some examples where you want a full article to reside in different places to understand how that differs from doing text snippets that you can use in different articles and that you would only have to update once.
If anyone could provide me some feedback on this, I would greatly appreciate it.
View comment · Posted Nov 24, 2014 · Christian Colding
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Christian Colding commented,
Hi everyone,
I just wanted to thank you all for your feedback. As mentioned in my previous update, we do not expect to support replying by mail as that is really a massive task. But I have noted all your feedback and we will look into improving the text in the mail so it's clearer that the user cannot reply directly by mail. Unfortunately I don't quite know when we can get to this, as we are currently working on other major updates. I will keep you updated here.
View comment · Posted Aug 27, 2014 · Christian Colding
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Christian Colding commented,
Hey guys,
I just wanted to chip in, since I can see a lot of you want this feature.
As the Product Manager for the Community in Help Center, I can definitely understand the use case. Brian Adkins, you pointed out very well the challenges that users face with your two bullet points and I agree that it can be difficult to understand that tickets behave different from community discussions.
That being said, supporting this is a massive task. The mail protocols have their own set of limitations and we spend a lot of resources getting mail to work with tickets. While I will in no way rule out that we will implement this at some point, it is not something we expect to be focusing on in the near-term future. One thing that we can do without too much trouble is making it more clear that users should reply in the community. Currently, we do not show anything in the Web portal mail notifications, where as we in the Help Center notifications show this sentence:
"Please do not reply to this message. Email replies will not update Help Center content."
It would be great if you guys could let me know if you are all using Web Portal or if some of you are using Help Center? It could help us to figure out whether that sentence is enough or if we should do more to make it clear.
I know that the best solution would be to allow replying via mail, but considering the complexities I would like to explore other ways of improving this, in recognition of the problem.
View comment · Posted Jul 23, 2014 · Christian Colding
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