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Zach Brown
Joined Oct 16, 2021
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Last activity Nov 29, 2022
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Latest activity by Zach Brown
Zach Brown commented,
Thanks for looking into it Dane. I'll contact through Messaging.
View comment · Posted Feb 23, 2022 · Zach Brown
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Zach Brown commented,
Dane I haven't checked with another external monitor myself, but I asked a colleague to test it out and they experienced the same thing that I did. They have the same MacBook Pro that I do, not sure of the resolution on their external monitor.
View comment · Posted Feb 20, 2022 · Zach Brown
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Zach Brown commented,
I've come across a weird phenomenon that I can't quite explain related to table formatting. I often use tables with white or coloured borders to give the appearance of displaying information in blocks or tiles. I recently noticed that when I view my help center articles on my MacBook Pro screen, I can still see the lines of the formatted table. However, when I drag that same browser tab to my external monitor, the lines disappear (see screenshots for comparison). Is it possible that the higher screen resolution on my MacBook (2560x1600) is the reason that I see the lines and not on my external monitor (2560x1440)? Or could there be another reason that these lines are appearing?
View comment · Edited Feb 17, 2022 · Zach Brown
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Zach Brown commented,
Thanks Nikki! I didn't realize labels could be used to prevent articles from showing up on search. I'll take it under consideration.
View comment · Posted Jan 05, 2022 · Zach Brown
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Zach Brown commented,
What would be the recommended best practice re: search result indexing for articles that are meant to appear in a series? For example, I've written a 7 article series on a topic, but due to the weighting of the relevance algorithm, articles 5 through 7 appear at the top of the search results when that topic is searched (see screenshot).
I've artificially tweaked the sequence of the articles that appear on search by up-voting and applying labels to articles 1 through 4, so the articles appear in the correct sequence on search, but I know this is only a temporary solution. Once end users start voting on these articles themselves, the sequence in which they appear on search will change.
It would be really helpful if I could circumvent the algorithm and pin article 1 to appear as the top search result when the topic is searched (since article 1 links out to the others in the series in the correct order). But if there are any other suggestions on a way to achieve this with current functionality I'm all ears!
View comment · Posted Dec 09, 2021 · Zach Brown
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Zach Brown commented,
This feature would be a HUGE delighter! In order to ensure compliance with the WCAG 2.1 standards, alt-text on images is simply table stakes these days. The current process for adding alt-text in Zendesk Guide is very cumbersome and a lot of commonly used knowledge base programs (Confluence, Salesforce Knowledge) have already solved for this. I've found Zendesk Guide to be vastly better than these other programs in so many ways (as someone who had never used ZD before 5 months ago), so I was actually rather surprised to come across the gap.
View comment · Posted Dec 07, 2021 · Zach Brown
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Zach Brown commented,
I may be missing it, but how would one go about setting up the email notifications for when articles are submitted for review? It's referenced in this article but I can't seem to find instructions on how to actually enable this.
View comment · Posted Nov 05, 2021 · Zach Brown
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Zach Brown commented,
Hi Orsolya,
Thanks for capturing this request. I would say "awaiting review" would be the most important state for me to track. The amount of time articles spend "in progress" can vary widely depending on the subject matter of the article. Similarly, the amount of time this spend as "ready to publish" can also vary depending on whether the content pertains to features/functions that have yet to be released. Both of these variables are largely outside of the control of a content production/management team and may not be the best indicators of the team's performance.
"Awaiting review" on the other hands is a state that content managers can directly impact because it is attests to the speed/volume of their content review efforts.
Being able to report on the average amount of time articles spend unverified would also be helpful. I would take that as a reflection of the holistic accuracy of the content of our Help Center at any given time.
View comment · Posted Oct 14, 2021 · Zach Brown
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Zach Brown created a post,
Feature Request Summary:
I would like to have the ability to report on the average time articles spend unverified and awaiting review.
Even just having the ability to query article time spent unverified/awaiting review in Explore (from the Guide dataset) would be helpful!
Description/Use Cases:
From a content management perspective, I'm looking to measure the efficiency of our content curation efforts. It would be helpful to be able to show that a documentation team was able to down drive down and maintain this metric below a set KPI.
Posted Oct 08, 2021 · Zach Brown
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Zach Brown created a post,
Is there a way to report on the average time articles spend unverified or awaiting review?
From a content management perspective, I'm looking to measure the efficiency of our content curation efforts. It would be helpful to be able to show that a documentation team was able to down drive down and maintain this metric.
Posted Oct 05, 2021 · Zach Brown
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