Recent searches
No recent searches

Maring
Joined Apr 25, 2022
·
Last activity Oct 30, 2024
Following
0
Followers
0
Total activity
36
Votes
30
Subscriptions
3
ACTIVITY OVERVIEW
BADGES
ARTICLES
POSTS
COMMUNITY COMMENTS
ARTICLE COMMENTS
ACTIVITY OVERVIEW
Latest activity by Maring
Maring commented,
Is there a character limit on the custom field title and description (for both agents and end-users)? I have a field that needs some instruction for users, but I get an error every time I shorten things. It would be nice to know my limit vs continuing to guess. Hopefully this is a simply one, but I have tried searching for this 10 different ways and can't find an answer! Thank you!
View comment · Posted Mar 14, 2023 · Maring
0
Followers
1
Vote
0
Comments
Maring commented,
I want to go ahead and chime in on this one - I work with clients and manually create templates that require copy-pasting. The KCTemplate tag is great if support agents are also responsible for content, but that's just not how most companies function. Most of us responsible for content rarely touch the Support product as we're getting things out. It is pretty sad how far behind Zendesk is from competitors on the Knowledge product, especially given how urgently everyone has been moving toward self-serve solutions the last few years.
For the folks on this thread, I found a product board on the Guide product recently - I forgot how I found it, but it was super helpful to see. I'm not sure if submitting feedback here would be helpful, but it's worth a shot? https://portal.productboard.com/89n7v1athaiis13juxkqdaru/tabs/60-under-consideration
(Zendesk, if you have this for other products, can you please let us know!)
Also - if this is a real problem for your teams, you could consider using a 3rd party CMS (if you aren't already) and an API integration to get the content into Zendesk. It's something to consider if you compare cost for a 3rd-party CMS vs Enterprise for access to content block and authoring tools, but know that getting an article API going can be a little dicey. I've seen it done with ok success - to be clear, I have very minimal coding experience myself, but I do feel it's possible if you have access to a developer who knows their stuff and has the time/patience to get it right! It may be worth sending some info over to your dev teams for further exploration if you have the resources/are already using another CMS.
View comment · Posted Dec 29, 2022 · Maring
0
Followers
0
Votes
0
Comments
Maring commented,
A feature like this would be a game changer, for all of the reasons already mentioned (announcements/updates, general management, new HC builds, etc) + there's a real push lately from many companies looking to reorganize their Help Centers. I've found myself trying to clone articles like we can triggers or macros a few times, so even that functionality would be hugely helpful?
Use example for cloning:
Obviously cloning could at least remove copy/pasting for structure, but in many instances, we find that an article would benefit from breaking into two very similar but slightly different topics or articles (for a general restructure, but also based on an increase in certain types of tickets or new features).
Being able to clone something for the content as well as the article settings would really helpful to reduce the time to draft the new article + ensure that the settings and even labels align. I find it a lot easier to edit or remove certain settings than to start from scratch each time, especially when doing this on a large scale.
View comment · Posted May 18, 2022 · Maring
0
Followers
2
Votes
0
Comments