Elizabeth Brown

Hi Zendesk team,

What do I do if the lists aren't displaying at all?

I'm getting a generic “something didn't work” message when I select them. 

About half my lists aren't displaying at all: half are OK.

There's no option to delete the broken ones. 

Any suggestions?

ETA: can't save new lists. Am logging a bug.

Hi Zendesk team,

Some Qs about the ticket agent UI changes

https://support.zendesk.com/hc/en-us/articles/7006036974234-Announcing-ticket-conversation-improvements-default-experience-coming-soon

• does it apply to chat messages only or also email messages and webform messages? Am asking because all the examples in the announcement are quite short with little formatting
• how does formating like bullet points, tables and code examples display in bubbles? Many messages are long and require formatting to solve detailed issues

Appreciate any guidance here, cheers.

Hi Destiny

I have a similar issue to Joshua and Ned.

We're rebranding a feature in our product, so I need to track down all the references to the feature, and update them. The feature is a 2-word phrase in our Help Center.

Some are easy to spot when they're in the title, and are the topic of the article. I also want to track down internal links, which I use a lot.

The end-user search works with double quotes to find a phrase like, "Dated feature".

Weirdly, this does not work within the Guide > Manage articles interface that offers a search field.

I can search for 1 word at a time, but entering "Dated feature" gets me any article that contains "Dated", any article that contains "feature" and a long tail of articles that contain neither. I don't know why they are listed in the search results at all. 

This inaccuracy means it's hard to scope the work required.

Also: it's manual rewording, since Zendesk doesn't have a search-and-replace.

Hi Zendesk team,

My question is similar to Sally Anne's: why is Zendesk suggesting I update an article based on the number of views in the last 60 days?

Customers are viewing the article, therefore it needs updating? 

Is there an assumption that somehow, if an article gets a lot of views...it's got a mistake in it?

This suggestion feels like it mistakes correlation with causation. 

Can someone please expand on the connection between number of views, and reviewing the content?

Hi Zendesk team - different Q today: your article states

Do not include variations of the same word, including different tenses or plural forms

You do not need to include multiple labels for variations of a word. For example you do not need a label for "return" and "returns" or "update" and "updated." Search stemming allows different forms of the same word to match. In particular, the singular and plural forms of a word will generally match.

I'm trying out the label "reversion" (to create a new version of a document) and expected it to cover uses of "reversioning", based on your statement about not including variations of a word, including tenses.

Following our style guide we prefer "re-version" and "re-versioning" but our customers think differently, so I want to direct them to the correct article.

Unfortunately the label "reversion" doesn't pull up the relevant content about re-versioning documents as expected. 

So: does search stemming not work in this instance? 

Please advise? Cheers, EB

Hi Zendesk team - you say:

If you are editing the content block HTML source, be aware that the content block editor removes class and id attributes from the HTML source of content blocks, with the following exceptions:

• Top-level div tags can use the class attribute.

• Heading tags, such as h1 and h2, can use the id attribute. If you don't specify an id, Zendesk automatically assigns one to headings. Content blocks don't support h5 or h6 headings.

Why do you remove `class` attributes? It's the one attribute I add manually to text for formatting purposes, to create shaded backgrounds behind text. 
I can now add colour backgrounds to content blocks but they don't look the same. 
What's the rationale?

Hi Zendesk team - does this option work with archived articles at all? or do I have to delete an article before I can go through the process of redirecting the URL? 

I'd prefer archiving, just in case I want to re-work content later. 

Please advise? 

Cheers

E.A. Brown

Hi Zendesk team: can you please confirm that this procedure is available for Zendesk Professional? 

On my plan:

• I don't have access to a dataset for Team Publishing, only for Guide: Knowledge Base
• the metrics available don't include Articles created

Can you advise the best way to use this recipe on the Professional plan?

Stephen Senez, hey there: I was looking into this for our first translation.

ZD uses the text variables that go into tickets, called dynamic content, to extend into the template.

You can then inlude those variables **as** the text in a hero image.

You need admin privileges to create dynamic content.

https://support.zendesk.com/hc/en-us/articles/4408894121754-Changing-your-help-center-design-based-on-your-end-user-language

Hi Katarzyna,

Hmmm - here's what I see in my code view, in an article, for an image + alt text.

This isn't default behaviour? Our web design team tweaked our template to match our brand but I wasn't aware of a change to alt text.