Internal Comments on Guide Articles

24 コメント

  • Jonathan March
    Community Moderator

    +100. All agent-configurable items that impact the customer (HC articles, triggers, automations, macros, etc) should have internal notes. Likewise for the article revision history. 

    4
  • James Wilson

    I agree this would be very useful! 

    1
  • Maggie St. Clair

    Yes, this would be very helpful! 

    1
  • Dan Ross
    Community Moderator

    Couldn't agree more! 

    1
  • Dan Cooper
    Community Moderator

    I recently implemented a solution that works for internal notes.  It works by hiding content on the page based on a keyword in the paragraph tag that includes internal information. 

    I posted it as a tip on the Tips and Tricks topic (the post is still pending as I write this so give it a bit for someone from Zendesk to jump in and push it through) in case it might help you out for your use case.  

    0
  • Jennifer Rowe
    Zendesk Documentation Team

    I gotcha, Daniel. It's live now!

    Thanks for sharing another great tip!

    0
  • Dan Cooper
    Community Moderator

    Thanks Jennifer!

    0
  • Mary Paez

    Hi Jennifer,

    As this seems a workaround, is ZD considering the addition of an internal comments field within each article?  These notes can share information such as: JIRAs, notes from tickets, article updates, enhancements, etc.  Is there a plan to formally address.

    We are hesitant to add HTML editing. Would be best to have a field that tracks this information- type in the field and it records date/time & text as comments at the bottom of article.  All comments are INTERNAL only.

    3
  • Ryan McGrew
    Zendesk Product Manager

    Hey All,

    We have considered this, and right now our only method for this is flagging articles via the KC App which isn't really serving your intended use case. We don't currently have this on our roadmap but will continue to use this feedback going into our quarterly planning cycles for new features.

    Thanks!

    0
  • Mary Paez

    To expand on Dave's original comment, it is also necessary to have an expiration date field on each article so that this timeframe is set when the article is created & published.  Once the date is approaching an email notification should be sent to the author of the article to remind him/her that the article is approaching the expiration date.

    At that time, the article can be reviewed for relevancy, accuracy, and made current and republished as needed. Or, it can be archived. 

    Is this on the ZD radar for future enhancement?

    2
  • Ryan McGrew
    Zendesk Product Manager

    Hey Mary,

    We are working on this exact feature. We currently have some designs done and we expect an early access program to be available this quarter.

    Thanks!

    1
  • Mary Paez

    Oh that is good news.  Please keep us posted!!!

    0
  • Heather Rommel
    Community Moderator

    I seem to recall something was released recently or mentioned that it will be? Why can I not find it? If you know, please share :)

    0
  • Ryan McGrew
    Zendesk Product Manager

    Hey Heather,

    We're doing some early research in this direction but our only ability to do something like this right now is either flagging via the KC app or assignment in Team Publishing. Neither of which really fit the exact use case. We don't have it on our roadmap in the first half of 2019 but is something that we're exploring. I can provide a better update on something like this in about 3 months or so.

    Thanks!

    3
  • Elizabeth B

    Thanks Ryan, for the most recent update. This is something my team and I would love to see as well! Right now we are recording notes in secondary systems, which is not ideal. We are also relying on notes added to KC app tickes once they're created. Thanks!

    3
  • sakura.ticer

    It would be super helpful to have a way to include internal notes that are only seen by the author or guide admins and not customers. It seems this is a basic feature in other authoring tools. It can be a deal breaker for those who write professionally. I'm now looking for alternative tools for publishing my KB articles.

    3
  • Angela Frey

    Internal only notes would be EXTREMELY helpful for any workplace with more than one person working on the KB. Having NO internal notes is really not enterprise-friendly. Teams need to be able to flag important caveats ("this feature will no longer exist after we release mobile app 4.0") and lead each other to further documentation, such as jira bug tickets, feature requests, or even internal wiki articles. 

    Heck, even I need internal notes for myself - I pulled an article from the KB because the feature was not working at the time. I have no notes as to what bug, why the article was pulled, under what conditions it should go back up... and honestly, I've forgotten almost everything except I think the feature was not working? Now the article sits in limbo.

    Even consider KCS flow - an article might be externalized with one solution, but over time Support finds new solutions. They are not all immediately externalizable, as they need time to verify environment, efficacy, whether it is in addition to or instead of the original solution... And right now, we have to document all that in our Confluence wiki? This means my support team does NOT use the KB as source of truth.

    For knowledge management, it's a major loss to have our KB completely cut off from all internal context.

    5
  • Cecilia Landstrøm

    3 years on since the original post, any updates on this one? 

    0
  • Kalle Windefalk

    Must have! 

    I'm trying to go all in KCS but this is an obsticle. We need to be able to at least have a agent-only-article-field where we can link and connect to internal articles on how to solve the public one without being forced to either not publish or to display our internal routines for the end-users.

    Now this forces us to keep a lot of articles unpublished because the end-user doesn't have the right privilegies to resolve their issue. The workaround is to publish articles with "contact help desk" as the solution but then we would have to connect the internal routine article with the public one by duplicate the public one.

    2
  • Allison S

    This would be a game-changer for us! 

    It would save content writers and managers so much time, would help agents find their answers quickly (without having to view the internal and external article)

    This needs to happen!

     

     

    1
  • Kelsey Davis

    This would be a game changer for us too! I brought this up on the Content Blocks EAP string and didn't realise someone had brought this up 3 years ago! Would be amazing to have this. We have so much duplicate work at the moment creating 2 articles - one for the customer and one for staff/agent. A general box for article commentary would be a start. Thanks!

    3
  • Mary Zemaitis

    I agree that this would be a game-changer! I'm a copy editor for my organization, and it would be so useful to mark up comments for our content creators. I currently have to put the content in a Word doc to mark up my feedback. I'd love to be able to streamline this workflow to just Zendesk.

    2
  • Allison S

    Similar experience, Mary! I sometimes have to send my articles to our product managers to ensure the context and technical aspects are accurate. Since they don't use Zendesk (and don't have a login) I have to add the text to a Google Doc, then have her add comments, then add back to Zendesk Guide. 

    Some sort of shareable link or preview of Guide would be helpful

    1
  • Mary Paez

    It would be helpful to know if an internal-only field will someday be included on all knowledge articles so that our agents can share info between agents on public articles.  Is this being considered or not? and if so, when could it be available?

    1

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