Katerina Papaefthymiou

Once I added an additional placement for an article with some unpublished changes (In progress), I noticed that the article in the new placement was published with the changes even though these are not live. This should not happen; I would expect that adding a new placement should pick up the live version of the article and not automatically publish the changes. You can check the example below:

Original article placement: https://help.workable.com/hc/en-us/articles/18548272089367-Using-the-Employee-Breakdown-Report 

Additional article placement: https://help.workable.com/hc/en-us/articles/26745955518231-Using-the-Employee-details-Report (this version has published the unsaved changes that I have for the original article)

Let me know if you require more info to check this. Thanks!

Once you select the sections you want to publish the article in, you should see them as folders. All these FAQs that appear in the list are sections inside other sections, so I would expect them to be visible only if I click the arrow icon (>) for the main section. Right now I cannot see easily the location for each of these FAQ sections. 

Paolo, regarding your comment above about custom forms, when we created a form for help center feedback, this appeared as a dropdown option on our new request page for users to choose when contacting support. We don't want that, we only need this appearing when people click the thumbs down icon in articles. Is there a way to go around this? Thank you!

I agree! There is no reason to restrict this functionality. All our HC articles are also visible to all users of our Help Center so the quick answers should be available to all (or at least you could add a setting for admins to decide if they wish to restrict this or not).

I definitely agree! Are there any updates on this (initially logged in 2016!!)? Right now, every time I want to share a specific section with someone and I want the link to redirect them right to this section, I have to manually add name attributes (anchors) to headers, which is very time-consuming and frustrating. For H2 headers, sharing the link that includes the H2 header should ALWAYS direct to that specific section. Check the example below for clarity:

• Header link with anchor added: https://help.workable.com/hc/en-us/articles/16021378285975-Approving-rejecting-time-off-requests#Approvalsonbehalfofanotheremployee (goes directly to this specific section)
• Header link without anchor added: https://help.workable.com/hc/en-us/articles/16021378285975-Approving-rejecting-time-off-requests#Approvalrequestsinthe'Time-off'calendar (doesn't go to the specific section)

Is there any way to do the above with custom code or something? I would prefer our developers to implement something rather than wait for a simple feature that will never come. Thanks!

Hello! If we implement this, where in reports will we able to see the reasons and comments that the users typed for downvotes? Thank you!

Update after my latest communication with ZD support today:

As of now, there is an incident report already regarding this issue and we are coordinating it with the Zendesk network and Google as well.

For everyone who is experiencing the same issue, I would suggest that you create a ticket to ZD support so that they link your ticket to the incident report. This way you will be notified when this is resolved. 

We are facing the exact same issue with our Help Center since the middle of February. I have been trying to troubleshoot this for a while now (by trying the ZD support suggestions that Marco shared above) with no luck. 

1. We have updated the favicon in settings twice but this didn't resolve the issue. 

2. Regarding the request to Google for reindexing it is unclear when Google will complete it, as they do not provide any information. 

I and other users are able to reproduce this issue from Google (normal and incognito windows), Safari, and Mobile browsers. @Shawna James just to clarify, this is not a feature request but a technical issue that should have already been escalated to your support team. There were no issues with the favicon in search results before this incident. 

When it comes to viewing a published/draft version of an article, I would like to:

• Quickly see if there is a draft version of the article that is not published yet. After the recent UI changes, there is no way to quickly see if there is a draft version of the article unless you click the "View" button. This is time-consuming and will result in draft versions not being published on time. 
• To be able to reload the preview of an article after a change directly from the preview link (by refreshing the page). This is not possible anymore (it changed some months ago) and requires us to go back to the editor every time we change something and reclick the Preview button. This is really not ideal, think of how many clicks I have to do just to preview changes. 

Both issues affect me on a daily basis when I manage/create articles and it affects my productivity when it comes to article creation/management. 

Feature Request Summary: 

I need to have more customization in the article verification rules. For example, be able to set a different rule for specific sections, and categories. 

Description/Use Cases: 

For example, in our HC we have video and webinar articles that include only the videos that don't need to be reviewed so frequently. Right now when they come as unverified I have to locate them and manually verify them since I don't have a way to set a different rule for these sections specifically. 

Business impact of limitation or missing feature:

For this reason our unverified list is always full.