Ability to export filtered list of articles from Manage articles

20 Comentarios

  • Christian Colding

    Hi Chandra,

    Interesting feature request. I am trying to understand the underlying use case of the request. To me it sounds like you want a way to see what has been reviewed and by whom.

    Let's say that we added in the ability for articles to go through a review process and then adding the state and the author/editor/reviewer to the overview would that negate the need for being able to export a list of articles? Or is there other use cases that you believe would be solved by exporting a list?

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  • Chandra

    Hi Christian,

    I guess it's a little more complicated than that. I'm not talking about a review in terms of a workflow before an article can  be published. Here are a few examples:

    • In KCS you are supposed to periodically have people do audits of published content. I would like to be able to give Reviewer A a list of specific articles for them to review, for example, and have a column in that list where they could write a score for the article, another column where they could write some notes about the article, etc.
    • In KCS we also need subject matter experts to periodically review articles by subject matter and figure out which ones should be combined, which ones are duplicates, instances where we have several articles that are all about a specific area that warrant more investigation by our development team or more in depth multi-media training materials for our customers, etc. Right now someone can scroll through the list but there is no way to compile any notes along with the list without manually copying and pasting the title and URL of each article into a spreadsheet or something. 
    • I'm also looking for a way to make up for the lack of any real reporting functionality for KB articles in Zendesk. In particular, if we could include the hit counts, number of subscriptions, labels, author, and other data in the "views" we see of these the articles and then export them, it would allow us to slice and dice the data in Excel.

    I figure we could probably do what I'm talking about with a custom app that utilizes the Help Center API but our internal resources do not have the time to work on something like this and I'd rather not spend the money to hire someone to do it. It seems like pretty basic functionality that should be included in the application in my opinion, and it was included in our previous ticketing/support site application.  

    Thanks,

    Chandra

    3
  • Alanna Shevak

    We would be very interested in similar functionality to account for the number of articles and to help track which ones need to be updated. 

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  • Sheila Duscher

    Yes, I agree. This is a MUST needed feature. Please allow us to export the full list of our Articles from Manage Articles as a CSV or Excel file. 

    0
  • Samantha Flaherty

    We really need this setting up - I can't give out the 'Manage help centre' role option to all staff as we need agents to only see articles within their teams / shared articles. 

    I mentioned several times in the beta that we need to be able to give agents access to 'manage articles' depending on their agent groups so they can generate article lists and keep on top of things. 

    In the interim, a CSV download of the lists I can see would be a great help to get them started. 

    0
  • Mary Paez

    We also can utilize this very basic KCS feature without having to assign Manage articles access to all Support Engineers!  In addition, I have to provide a list of articles to each Support Engineer on what they need to publish (all Draft articles).  I have to go one-by-one to create an Excel spreadsheet of each of the articles and provide a link for each.  Would be nice to query - export the list with URLs to a .csv file and send it off!

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  • Renée Gray

    We are new to this platform and are working through how to make our content best in class for our end users.  Having the ability to pull a report of all articles, status, along with last update along with the number of views by end users vs agents would be terrific.

    0
  • Karen Schneider

    I would like this feature too.

    1
  • Bruno Trettel

    I'm with Karen and others. We would like this feature too.

    0
  • Kirsten Flores

    Has there been any progress on this feature request? I would also like the ability to export in order to track routine maintenance of our Knowledge Base. 

    0
  • Katie Yoder

    This would also benefit our team.  We are trying to implement a review process for our help articles to ensure content remains up to date and relevant in addition to investigating articles about the same workflows for improvement and new feature opportunities.

    0
  • Nicole S.
    Zendesk Community Team

    Hey all - 

    How frequently would you need to run this report? 

    0
  • Katie Yoder

    A monthly report would be great for our team.  Less frequently would be workable but not ideal.

    0
  • Sarah Holdgrafer

    I would also use this function at LEAST quarterly, if not monthly. 

    Also, we about to extend our help center to have unique help center access for Canada, Australia, and the UK. Having the ability to have a spreadsheet with all of our articles (potentially organized by section and with their labels included) would be a huge help in the process of determining which articles need what labels, as our labeling strategy will be, partly, about what articles need to go where (since not all articles apply to all countries)

     

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  • Maria Andersen

    We have the same issue. Before a release, we need to go through all our articles to make sure we've got everything updated in guides. We really need a way to either:

    1) download Article title and Article URL for ALL currently published articles so that we can manage the audit of release ourselves

    2) go through an audit of all articles inside of zendesk to mark and assign those that need to be updated

    Especially as a Guide Pro user, this is just a completely lacking feature.

    0
  • Ryan McGrew
    Zendesk Product Manager

    Hey All,

    I think there's a few things going on in this thread, so I'd like to take a moment to respond.

    Firstly, when it comes to data export there are a couple options but unfortunately none are as easy as clicking Export to CSV in the UI:

    Secondly, for managing updates to articles, a number of customers have mentioned Assignment and Team Publishing workflow. This functionality was built to help with such tasks. Additionally, on Guide Professional, consider using Labels to manage your workflow states and building shared lists based on labels to manage these articles. I'd also encourage you to enroll in the current Bulk Article Actions EAP which should help in managing these labels and other things across multiple articles.

    Thirdly, there's a request to review and de-duplicate content. We're working on functionality this quarter that we expect be available in an Early Access Program that will allow you to set verification status, ownership and a timeline to re-verify content with notifications. This will hopefully, help you manage when and who needs to re-verify content on your team.

    Fourthly, there's a request to allow agents into the knowledge base without giving them the permission "Can manage Guide". We currently have new permission functionality in an early access program. More on that here

    So while, we haven't tackled the button to export to CSV, I hope we're providing some functionality that's getting to core of the actual use case. 

    0
  • Mary Paez

    Another feature that would be very helpful to others:  Searching based on variable criteria & setting the visible fields.  For example, I would like to get a list of all the Draft articles for a particular agent or team of agents and determine if each of these articles has the proper labels (for Answer Bot and other reasons).  Right now I cannot do that.  I have to send this report to the Agents.

    The reason exporting to a csv is important (for many) is that we can use our own criteria to filter through all the articles to find exactly the subset of articles we need.  The ability to customize the columns of info combined with the ability to export the data (to manipulate) makes it much easier for us to get the reports we need.

    Most metrics appls provide a way to export the data.  It is very important we have this ability.

     

    1
  • Alexander Rexroad

    I don't think this is a feature request, but an obvious core requirement for anyone doing any sort of web content management. 

    1
  • Dillon

    Would also like to formally request our interest in adding this feature for auditing purposes.

    0
  • Marissa Zugec

    Our team would also like to be able to report in Guide with more flexibility on what criteria and content to show, such as pulling a view/list of articles by creator/editor, dates, including tags, etc

    1

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