Jordan Weaver

I'm currently testing out the new Help Center before we migrate over. From what I can tell, the new WYSIWYG interface for drafting/editing articles has been cleaned up and hopefully is less buggy than the previous version (e.g., text randomly getting displayed with blue backgrounds). However, one feature has been removed and will undoubtedly cause some serious pain points for our agents in easily creating help articles: formatting options, specifically for source code.

Previously, the WYSIWYG drop-down menu for "Preformatted" would allow us to set in grey-boxed code blocks. Now, the only option is to open up the "Source Code" pop up and edit the HTML, a rather tedious process that seems to format things inconsistently in relation to the previous method. I want to stress that I'm not advocating for the previous article editor. Because our support frequently involves reading/writing code (both inline and block style), the Markdown capability in tickets has been great, and we wish this were an option in the Help Center. Currently, I don't even seen where you can use preset header styling.

Since we're hoping to leverage the Help Center's "Self Service" model more, we really need these features if we want to supply pro-quality support pages that are truly helpful , without it being so cumbersome for our agents to create them. Will Markdown be available at some point? Or better yet, plugin support for additional editor features (code/syntax styling)?

Do you have any suggestions/workarounds that lend themselves to a good workflow in Help Center regarding this type of formatting?