Knowledge App Improvement: Show articles from both en-us and en-gb
Our Zendesk Guide was originally set up in the language of en-us, which I imagine many of those Zendesk instances in GB were accidentally set up in. When articles are made, you must choose the specific language. There's no way to easily add a second language and assign it to the same article. One would need to recreate EACH article in a different language (despite en-us and en-gb being both in English).
Because of this, all of our agents, who's language is set to en-gb (localisation reasons), they don't have any visible knowledge articles listed. When the knowledge app loads, it shows that it's empty because the en-gb filter is configured.
For those language that are the same, despite localisation differences (English, namely), the request is to not exclude the filter for those, or somehow show all english-based languages. Or simply, change that in the settings to remove the automatic filter. It's as if the knowledge app is a bit too smart.
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Thanks for taking the time to type up your feedback on this, Matthew.
If others would also like to see this functionality, please up-vote Matthew's post, and add your own details in the comments below.
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We also have this issue - we have 2 teams that work in our instance. Our default lanuguage is en-gb so we have to manually set the language on the KCapp to see the articles for the other language. It would be beneficial to have all articles listed
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Thank you Matthew Feczko and Sydney Neubauer for the feedback! We are looking at how we can improve this in Knowledge in the context panel.
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