Internal Comments on Guide Articles

Hi @maddy.snyder, 

Unfortunately, the roadmap linked above is not available anymore and I haven't found time to recreate it yet. 

Regarding comments on the article, it's still on our roadmap but I don't have any firm timeline yet. 

https://support.zendesk.com/hc/en-us/community/posts/4409216917274/comments/4409226826138

After a few years of nothing on this, I guess it doesn't matter anymore. My company has left Zendesk, and we are using another provider now. Good luck all. It seems that getting things fixed for the better is not something Zendesk puts a high priority on.

+1

The commenting feature should really be something essential. A common use is that someone writes an article and then another reviews it. Right now, we have to try and add review comments through other channels. Imagine if you were collaborating on a Google doc, and it didn't have any comment features.

And it would be good to be able to share article drafts with stakeholders who don't have ZD agent accounts necessarily.

Just want to add another feedback in 2024 that my organization also desperately needs a solution to add “Internal Notes” to articles that only agents can see. Agree with earlier feedback that hacking Content Blocks for this function for individual articles would negatively impact Content Block management (also since CB's don't have revision tracking/safeguards). 

Hoping we can find a weird source-code/CSS/JS implementation that might be able to manually bring us this feature, but I will be the only one at my org who can implement and edit that per article, which is not scalable or friendly to other authors or future admins of our KB.

A great way to implement an INTERNAL ONLY NOTE would be similar to the way the Code Block button currently works in the Guide Article Editor; you highlight text and apply special formatting to it and can go on to publish the article. However, I see people would have a need to specify which permissions/User Groups could see such content, which complicates how this could be implemented for all. 

Maybe other users here can share their workarounds in the comments while we wait for a better solution to arrive. Agree with all that this is severely limiting our Org and causing disbelief/confusion at higher levels as to why this can't be implemented out of the box.

+1 - would love to have this functionality! 

Hi @dave15 ! We have interest in these features as well. Is there any progress on this as of late? Thanks in advance for your attention!

Here's our list of related requests:

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Sometimes its useful to have an internal only text field available within articles where notes can be taken and no customer shall ever see it. Those internal notes might for example contain:

1. A link to a Zendesk ticket whereas the investigation was done containing additional steps where the article was an outcome for
2. A link to an Jira for tracking purpose of an BUG or Enhancement
3. A link to an slack channel / thread
4. A special instruction when sharing an article to a customer
5. A note of why an Article is public / or internal for justification purpose

@dave15 , @heather13, @afton12, @kristjan13, @Nhuận Hoàng, and any others following this thread: There has been a new post opened at this page: Feature request: Ability to have an 'Internal' section (visible to Agents & Admins) at the bottom of articles that are only visible to Signed-In Users.

I suggest anyone still interested and needing this Internal Note feature on Knowledge/Guide/Help Center articles to follow, vote, and share your use case/need in the comments both here, as well as the new post. I have left this comment here for others to follow who may arrive by search results; we need Zendesk to know that modern business requires this feature or they will be forced to offboard their knowledge/help centers (as @chris69 posts above) to other services when we cannot support what our teams are requesting of us. Thanks!