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Kyle Johnson

Adhésion le 16 oct. 2021

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Dernière activité le 28 déc. 2023

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Dernière activité effectuée par Kyle Johnson

Kyle Johnson a créé une publication,

Publication Q&A - Help center and community

For some reason, there are some articles in our knowledge base that do not display for users if they're not signed in. Other images in the same article display fine; it's somehow only an issue for some images. One example is this public article: https://careportal.zendesk.com/hc/en-us/articles/360058117733

 

Screenshot of what the image looks like if you're not signed in:

 

And then if you're signed in:

Publication le 03 mai 2022 · Kyle Johnson

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Kyle Johnson a ajouté un commentaire,

CommentaireEnd-user guide for Help Center

Xin Bao that is a great question, which I am unfit to answer because our developers did it. We have a custom theme. 

Afficher le commentaire · Publication le 31 mars 2022 · Kyle Johnson

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Kyle Johnson a ajouté un commentaire,

CommentaireEnd-user guide for Help Center

Xin Bao we experienced something similar where users were treating our search bar like Google and typing full sentences and sometimes paragraphs, which made the search results pretty useless. One thing we did was change the prompted text in the search bar from something like "How can we help?" to "Keyword search" to guide them in how we want them to perform their search. Idk if that would help in your context but it seems to have changed the kind of searches our users make.

Afficher le commentaire · Publication le 31 mars 2022 · Kyle Johnson

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Kyle Johnson a ajouté un commentaire,

CommentaireEnd-user guide for Help Center

We've had issues with our users (and even myself) getting completely different search results when we first hit the "search" button, compared to if you just click the "search" button a second time. The first list of results actually don't have anything relevant to what was searched for. Very strange and it's causing a dramatic decrease in the confidence of our users when trying to find the information they need. 

Example:

I search "Field Day" to get to one of the dozens of articles that have this right in the title of the article. These are the results I got the first time:

(Nothing titled "Field Day", and only 27 results)

Then I simply click the Search button again (not even changing any of the text), and I get this completely different set of search results, which is actually the correct set of results:

(149 results, and everything is titled Field Day)

Afficher le commentaire · Publication le 10 févr. 2022 · Kyle Johnson

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Kyle Johnson a créé une publication,

Publication Feedback - Help Center (Guide)

We have an issue where some of our signed-in users who've been verified to have the correct user segment assignment are not able to:

  • Open links to articles that are restricted to their user segment
  • Search and find articles from the Guide's home page for articles restricted to their user segment

This is the article in question:
https://careportal.zendesk.com/hc/en-us/articles/4416803884947-Tips-Resources-for-Leading-an-Active-Community

Screenshot of one of the several users who was signed in but could not pull up or search for this article (Notice "CarePortal Field Team" in user segment).

Screenshot of the settings for the article that was not accessible:

What's very strange is that we found these users were able to access/find other articles of the CarePortal Field Team user segment. It seemed to be just this one (maybe there are a few others they can't access we don't know about yet).  

Publication le 10 févr. 2022 · Kyle Johnson

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Kyle Johnson a ajouté un commentaire,

Commentaire de la communauté Q&A - Help center and community

Great question, @.... Since there's nothing in the article itself that invites printing, the problem can be replicated by printing the page from the browser. Would there be a way to add a plug-in or widget or something to our HTML code for the theme that would allow printing from within the Guide?

Afficher le commentaire · Publication le 02 févr. 2022 · Kyle Johnson

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Kyle Johnson a ajouté un commentaire,

Commentaire de la communauté Q&A - Help center and community

@... No worries. I figured something more was going on, so I added another article in a different section to start over. The person who responded said this issue is related to the custom theme we have and gave us a line of code to try adding to the HTML. I'll enable the account assumption for you, though, just in case that doesn't sound quite right to you. 

Afficher le commentaire · Publication le 01 févr. 2022 · Kyle Johnson

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Kyle Johnson a ajouté un commentaire,

Commentaire de la communauté Feedback - Help Center (Guide)

Super helpful. Thanks, Kasper!

Afficher le commentaire · Publication le 27 janv. 2022 · Kyle Johnson

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Kyle Johnson a créé une publication,

Publication Feedback - Help Center (Guide)

When trying to print an article, our menu gets revealed in a way that overlaps with the article's content and makes the printout unusable. Is there a way to fix this?

I would think there is a way to allow articles to print in the format they display on the screen.

Publication le 26 janv. 2022 · Kyle Johnson

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Kyle Johnson a ajouté un commentaire,

Commentaire de la communauté Q&A - Help center and community

@... Hey there, just wanting to check in on this to see if there's a way we can make articles print correctly. It's becoming more and more of an issue for us.

Afficher le commentaire · Publication le 21 janv. 2022 · Kyle Johnson

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