Internal Comments on Guide Articles

16 Comentários

  • Jonathan March
    Ações de comentário Permalink

    +100. All agent-configurable items that impact the customer (HC articles, triggers, automations, macros, etc) should have internal notes. Likewise for the article revision history. 

    2
  • James Wilson
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    I agree this would be very useful! 

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  • Maggie St. Clair
    Ações de comentário Permalink

    Yes, this would be very helpful! 

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  • Dan Ross
    Ações de comentário Permalink

    Couldn't agree more! 

    0
  • Dan Cooper
    Ações de comentário Permalink

    I recently implemented a solution that works for internal notes.  It works by hiding content on the page based on a keyword in the paragraph tag that includes internal information. 

    I posted it as a tip on the Tips and Tricks topic (the post is still pending as I write this so give it a bit for someone from Zendesk to jump in and push it through) in case it might help you out for your use case.  

    0
  • Jennifer Rowe
    Ações de comentário Permalink

    I gotcha, Daniel. It's live now!

    Thanks for sharing another great tip!

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  • Dan Cooper
    Ações de comentário Permalink

    Thanks Jennifer!

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  • Mary Paez
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    Hi Jennifer,

    As this seems a workaround, is ZD considering the addition of an internal comments field within each article?  These notes can share information such as: JIRAs, notes from tickets, article updates, enhancements, etc.  Is there a plan to formally address.

    We are hesitant to add HTML editing. Would be best to have a field that tracks this information- type in the field and it records date/time & text as comments at the bottom of article.  All comments are INTERNAL only.

    2
  • Ryan McGrew
    Ações de comentário Permalink

    Hey All,

    We have considered this, and right now our only method for this is flagging articles via the KC App which isn't really serving your intended use case. We don't currently have this on our roadmap but will continue to use this feedback going into our quarterly planning cycles for new features.

    Thanks!

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  • Mary Paez
    Ações de comentário Permalink

    To expand on Dave's original comment, it is also necessary to have an expiration date field on each article so that this timeframe is set when the article is created & published.  Once the date is approaching an email notification should be sent to the author of the article to remind him/her that the article is approaching the expiration date.

    At that time, the article can be reviewed for relevancy, accuracy, and made current and republished as needed. Or, it can be archived. 

    Is this on the ZD radar for future enhancement?

    1
  • Ryan McGrew
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    Hey Mary,

    We are working on this exact feature. We currently have some designs done and we expect an early access program to be available this quarter.

    Thanks!

    1
  • Mary Paez
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    Oh that is good news.  Please keep us posted!!!

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  • Heather Rommel
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    I seem to recall something was released recently or mentioned that it will be? Why can I not find it? If you know, please share :)

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  • Ryan McGrew
    Ações de comentário Permalink

    Hey Heather,

    We're doing some early research in this direction but our only ability to do something like this right now is either flagging via the KC app or assignment in Team Publishing. Neither of which really fit the exact use case. We don't have it on our roadmap in the first half of 2019 but is something that we're exploring. I can provide a better update on something like this in about 3 months or so.

    Thanks!

    2
  • Elizabeth B
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    Thanks Ryan, for the most recent update. This is something my team and I would love to see as well! Right now we are recording notes in secondary systems, which is not ideal. We are also relying on notes added to KC app tickes once they're created. Thanks!

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  • sakura.ticer
    Ações de comentário Permalink

    It would be super helpful to have a way to include internal notes that are only seen by the author or guide admins and not customers. It seems this is a basic feature in other authoring tools. It can be a deal breaker for those who write professionally. I'm now looking for alternative tools for publishing my KB articles.

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