Basyl Durnan

I want to chime in about what a few others stated—no Guide replication. We have third-party integrations in our Guide and a preview isn't sufficent. So we are copying everything over manually to a sandbox environment.

Yes- perfect. I see it now and tickets are syncing.

I noticed our Zendesk tickets were not syncing to HubSpot. While checking Zendesk's settings, I can confirm the 3 triggers were added, but I do not see a HubSpot target that was added. Presumably it would appear in Admin > Apps and integrations > Targets? Does the integration app still work with the lastest version of Zendesk?

Is there a way to upload a favicon for both light and dark mode browsers?

Currently, when an article is out of date or archived and no longer should be hyperlinked throughout the guide, we manually have to go through all possible articles where it is linked and remove or update the links.

It would be nice if there were a way to see where an article is linked for updating, and if possible, even perhaps redirect that link to a new link.

If we are planning to archive an article, how can we see where all it is referenced in our guide to re-direct those links to the now archrived article?

Agreed- we have only have a handful of people authorized to publish public content, so being able to limit a light agent from publishing articles is critical. As it stands now, we cannot grant any of our subject matter experts access to Guide, since they would have publish permissions. Instead, they send us Google docs of changes and we send back a PDF of the Zendesk article for their review (the preview link only lasts an hour, which is not enough).

Why can't it be more like Support, where there are view permissions? Though edit permissions could still be handy.

I was really surprised to just discover this as well. We often ask subject-matter experts to review our articles and 1 hour assumes they are free to do so in the next hour. A few business days would be much more appropriate.

For now, we are making PDFs of the previews, which are quite ugly of course.

For any one else who finds this page and the above doesn't seem to be their problem, we realized that it was due to "resolution" not including unsolved tickets. Once we filtered for only solved or closed tickets on both "resolution" and "first reply", then our numbers made more sense.

Thank you for sharing this! We too had an issue and your validation worked.