Recent searches
No recent searches

Rebecca
Joined Oct 25, 2023
·
Last activity Jan 22, 2025
Following
0
Followers
0
Total activity
267
Votes
220
Subscriptions
28
ACTIVITY OVERVIEW
BADGES
ARTICLES
POSTS
COMMUNITY COMMENTS
ARTICLE COMMENTS
ACTIVITY OVERVIEW
Latest activity by Rebecca
Rebecca commented,
Orsolya Forster Yes, that's right. I realized that upon “update settings”, this affects the article immediately (just like changing permissions), so I think that is expected behavior for any article. I tested, and it does NOT publish any other changes - just permissions/attachment changes.
For second placements, the attachments are not included and need to be added again/managed separately. Just making sure this is all expected? Thanks!
View comment · Posted Dec 10, 2024 · Rebecca
0
Followers
0
Votes
0
Comments
Rebecca commented,
Katarzyna Karpinska Orsolya Forster We are seeing the article attachments publish live to production upon only saving the changes, not publishing the article. Is this a similar bug to above with premature publishing, or is that expected behavior for article attachment(s) added from the sidebar? Thanks!
View comment · Posted Dec 06, 2024 · Rebecca
0
Followers
0
Votes
0
Comments
Rebecca commented,
Has there been any update since the above comment and subsequent Ryan McGrew update in March 2024? We have PDF's to attach that are not on Google Docs so those solutions will not address the PDF issue. Thank you!
View comment · Posted Dec 06, 2024 · Rebecca
0
Followers
0
Votes
0
Comments
Rebecca commented,
Nedialko Kondev I spent a while with Support on this issue and was able to confirm the following info which I will share if it helps anyone. The blank line is a single consolidation of all articles, during the selected timeframe, that were either:
-
Archived: Check your Archived articles list from the All Articles page and look for articles archived during the same time frame of your Explore view.
- There's no way to view which metrics from which archived articles contributed to the consolidated “blank” line. This is our problem as well.
-
Un-Published: Did you recently take any articles from Published, to Un-Published? Look for articles in Draft status - they return to Draft status when you un-publish.
- There's no way I know of to see metrics associated with a Draft/un-published article, or to view which metrics contributed to the consolidated “blank line”. Another problem for us.
- From the main All Articles view, click “History” next to “Lists” in the column, select “Unpublished”. You can see these actions on a timeline, but no time filter is available here; nor any metrics.
- Deleted: This article tells us Deleted articles are counted in the blank line metric; I do not know how articles are Deleted because I thought we can only archive.
One other thing we found was that in the view in your screenshot, Article Engagement by Selected Attribute > “by Title”: if any articles happen to have identical titles, Zendesk Explore will combine their views/metrics in that table. It's very unhelpful for us, we would want metrics to stay associated with each unique article ID. Would like to hear more from Zendesk on these baffling issues.
View comment · Edited Nov 26, 2024 · Rebecca
0
Followers
0
Votes
0
Comments
Rebecca commented,
Orsolya Forster Does the Help Center Templating API version impact how this feature is implemented at all?
I did not know what you meant by the agents being able to use search filters. I researched and discovered we are using Templating API v1 and I think that's why. Now that I know there are newer versions, I'd like to ask if the multiplacement feature is negatively affected by an older version of the Templating API?
View comment · Posted Nov 16, 2024 · Rebecca
0
Followers
0
Votes
0
Comments
Rebecca commented,
+1 to Ivar Aaen , I'm searching this as I just got out of a meeting where I had that exact conversation. An aggregate of all views from a group of Archived articles, with no other identifiable information, is not helpful and is causing more questions than answers.
We need to retain attributes, even if it's at least an article ID, so we can explain 100+ views on NULL values that are apparently from Archived articles. Please let us know if there is an update for this or where we can best post to get help for this specific issue? Thanks!
View comment · Posted Oct 25, 2024 · Rebecca
0
Followers
1
Vote
0
Comments
Rebecca commented,
Orsolya Forster , I just tested (with article created in July, edited recently, same one I was trying before) and it did work successfully.
I was going to test more, but I will have to stop short: our team is required to “pin” a knowledge article to every ticket, will this begin to show them duplicate articles (due to multiple placements) or will it show only the main original article/placement in their search results to pin articles? We will not be able to use multiplacement if it will create duplicates to choose from when pinning a relevant article (half of team may select one, half may select another, but they are the “same” article, etc). Any info on this behavior would be helpful for us testing, as I will need to stop if this is the case. Thanks!
View comment · Posted Oct 23, 2024 · Rebecca
0
Followers
0
Votes
0
Comments
Rebecca commented,
I am observing this behavior the exact same way as Tobias describes, we also see the banner popup of “✅ Article Placement created”, but no article placement is created. The only buttons available on the bottom of the sidebar are “Cancel” or “Create Placement”.
Same result every time “Create Placement” is clicked (false success banner), and clicking “cancel” says “leave without saving?/discard changes”. The other option to go back/exit the sidebar is a back arrow icon at the top of the sidebar, with the same result as the “cancel” button.
The page does not refresh/reload at any time, and doing so manually loses any changes as expected. So, we cannot multi-place articles at this time. Thank you for looking into this!
View comment · Posted Oct 21, 2024 · Rebecca
0
Followers
0
Votes
0
Comments
Rebecca commented,
Same, I think this worked on my first test when the EAP launched, but for the whole past week I can't add any new placements. They just won't save. They actually say that they save, but then you can't get out of the sidebar menu and it asks to “Leave without saving”.
I would conclude that Multiplacement is no longer working or available, at least for us? Thanks for sharing!
View comment · Posted Oct 17, 2024 · Rebecca
0
Followers
0
Votes
0
Comments
Rebecca commented,
Hi Joe, what does that mean? Is that related to the multiplacement EAP or my feedback? I didn't understand the empty page you linked to. Thanks.
View comment · Posted Oct 04, 2024 · Rebecca
0
Followers
0
Votes
0
Comments