For those of you who have been editing help articles for more than six months, I'd like to know if you've noticed a change in behavior.
Up until a few months ago, when I went to select a specific article for a hyperlink, the article options would display in the order they were published (the most recently published articles would appear at the top of the list). Now, it seems that they display in no particular chronological order. I was disappointed when I first noticed this change in experience, but it has grown more frustrating over the months, as it has proved to be a fairly time-consuming task to have to repeatedly type out the article name when I used to be able to select it from the top of the list.
I reached out to Zendesk Support about this and was told that the current experience is intended—that the articles are supposed to populate based on the article's latest timestamp, in which those that were most recently updated would appear at the very bottom of the list—and that this experience hadn't been updated "in awhile".
I am 100% certain that the logic was the exact opposite just a few months ago, and it makes zero sense to me as to why they would intend for the most recently published/updated articles to appear at the bottom of the list. Even then, though, what they claim to be intended isn't even what I'm experiencing. I listed out the first 15 articles that display in the list, and they are clearly not in chronological order.
I find it hard to believe that no one else 1) is negatively impacted by this change in behavior, and 2) has even noticed this change in behavior (but I wouldn't be too surprised discovering that not many people have opened support tickets about this, as I have went months without an initial response for previous tickets, so now generally avoid submitting new ones). So, if you have noticed this change and are negatively impacted by it, will you please open a support ticket with Zendesk asking them to further investigate and fix this? TIA!
Also, here are the replication steps for anyone who is confused by my description:
- When editing an article, select the Insert/edit link icon.
- Select the ‘Help Center article’ tab.
- Notice that the populated articles are in no particular order.