John Meyers

We are looking to add an EU hosted help center in addition to our existing US help center.  However, there is no option to set these up as a master/instance clone meaning once the second one is set up, we double the article count that needs to be maintained individually when making any updates.

Please give us the ability to clone a help center and choose to have it be an instanced copy so that making edits in one are automatically pushed to the other.  There should be a global setting as well as a section and article level setting so that you can choose to have individual articles break the instancing if needed.  This would also require some way to view and manage the content in Guide, showing what is instanced vs stand alone.

Adding my post from the other thread as well:

While internal notes from alternate email addresses seems like a step in the right direction for security, we have some fairly big problems with these automatic internal notes.  Many of our customers send us tickets from different email addresses than the one on their account in our system.  Too many emails are getting flagged and made internal notes.  Adding the second email to the CC is not a great solution because it's a pain for us and slows us down having to look up the user's other address, if we even have it.  If we don't, then any part of the thread coming from that address will be lost to the user.  Also, if we do add the second as a CC, the user will now get two emails from us for every response going forward.

Is there any way to turn this feature off or edit any settings around its behavior?  If the system is going to auto-flag any replies coming from the user on a different email address, we need the ability to convert that internal note to a public comment and to flag that email address as valid so that any further replies form the customer are no longer set to internal.

I'll second Nicole's suggestion to be able to manually hide/disable the voting on any given article.  I'd actually love to take this a step further and add this option at the Help Center level (apply voting on/off to all articles), the category level (apply to all within category), the section level (apply to all within section), and the article level. 

Managing this individually for every article would be cumbersome, but having the highest level group setting inherit to the children groups would make it really easy to handle while still giving you all the control you needed.  I'd suggest adding a "vote" column with a status indicator on the Guide admin page to show whether an article is inheriting the flag from a parent or it's been set manually for that article.

Hope that makes sense!

Hi Nicole,

I know for us (and I'm guessing for most everyone else here), it's not helpful to have users simply upvote or downvote an article.  That gives us no actionable information.  What was the customer expecting?  Why didn't it answer their question?  Etc.  Letting all users, whether logged in or anonymous be able to leave a comment with their vote is the only way this feature becomes useful and allows us to improve our documentation.

I believe that's the data we're all looking for - the customer comment on *why* they voted the article the way they did.

Are there any updates on adding a comment option for article votes?