Rebecca

Arthur Mori If you don't mind, could you confirm if your view/preview button looks and acts differently now that it's back? Our button seems to have changed, and we also have a new bar on top of preview articles that says “refresh to see latest changes” that was not there before. TY for your time

Just adding another +1 that this is needed. Currently, I am using weird code workarounds to automatically filter by “Articles” so that Categories show up by default for users to select from, but would be awesome to have real filters we could implement like most websites have had standard for many years. Users are used to this typical functionality so meeting them where they are at would be ideal for a good support experience.

Tres Moore The Media Library actually helps you to do this. If you are authoring an article and insert the image from the image icon on the toolbar, you can select an existing one or upload a new one if needed and it will keep track of how many articles that very image file is used in. No need to make a separate content block just for the image. Hope this info is useful!
 

Managing the mass quantity of images in the Media Library is still out of reach so this may be a little tough to keep up with at scale but naming images helps a bit, since you can search by name, and I believe it's something Zendesk is improving. Maybe their staff can confirm for us.

Arthur Mori Same issue, ours came back but in a weird form, have you had any update to this?

The Original DKNY , Heather Rommel, Afton Rupert, Kristjan Praks, Nhuận Hoàng, and any others following this thread: There has been a new post opened at this page: Feature request: Ability to have an 'Internal' section (visible to Agents & Admins) at the bottom of articles that are only visible to Signed-In Users.

I suggest anyone still interested and needing this Internal Note feature on Knowledge/Guide/Help Center articles to follow, vote, and share your use case/need in the comments both here, as well as the new post. I have left this comment here for others to follow who may arrive by search results; we need Zendesk to know that modern business requires this feature or they will be forced to offboard their knowledge/help centers (as Chris Hay posts above) to other services when we cannot support what our teams are requesting of us. Thanks!

Immediately upvoted and followed. This comes up almost weekly at my org, I am constantly being asked when “I” can help get something like this implemented. We need your help, Zendesk. Shawna James , I suggest you also include the feedback from the existing 8 year old thread with +72 votes and 57 replies/"use cases" for the same issue, as well as the original 10 year old thread with +21 votes and 27 replies/"use cases". 

• This represents over 95 votes for this feature and 84 individual remarks on it, over 8 active years being opened several separate times gaining traction. Even more Guide/Knowledge users probably don't even know about these forums to weigh in.
• “Internal Comments on Guide Articles” (+72, June 2017) 
• “Help Center Articles Containing Internal and External Content” (+21, Jan 2015) 

I cannot state enough how badly this basic feature is needed, but it HAS to come from Zendesk in this case since it's structural. Some of the workarounds suggested including Javascript/CSS solutions to “hide” text are not secure, because simply inspecting the page or certain adblockers would immediately reveal it, and more recently AI/bot solutions (as mentioned by the OP) are starting to reveal that text as well, even if hidden.

Please help us capture the needs from the last 8 years of threads and use cases begging for this functionality, we count on your help for this 🙏

We also really need more information or support as to the Knowledge Base (aka Guide, or Help Center) metrics or analytics. Currently we are seeing huge differences between what Zendesk Explore reports, vs. other analytics tools. There is not currently a clear way to explain these differences or compare to other tools because we don't know how or what exactly Zendesk is calculating. Our org has started to lose confidence in Explore data due to continual questioning without answers as to discrepancies, so more information would be super helpful to try and navigate this.

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!

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!

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!