Staff Knowledge base

[Ronny]

Under knowledgebase I see you are able to set categories as private, and articles private as well.

However, the only way to access those KB articles seems to be through the staff area, which is quite inconvenient, and is not organized as well as the customer KB. Am I missing something?

For those search happy forum veterans, yes I have searched the forums . They date back to early 2005, so I am wondering if anything has been updated since then.

[veck]

I searched the forum as well and faced the same problem:
Private articles are only available in the Staff CP, in that case staff members view the article in editing mode. It would be nice to offer staff people to view all articles (private and public) in "normal mode" rather then editing mode. This would also prevent staff members to accidently modify an article.

[Mahesh Slaria]

Hi,

Originally Posted by veck

I searched the forum as well and faced the same problem:
Private articles are only available in the Staff CP, in that case staff members view the article in editing mode. It would be nice to offer staff people to view all articles (private and public) in "normal mode" rather then editing mode. This would also prevent staff members to accidently modify an article.

This feature is in our development TO DO list. We will implement this in our upcoming build and you will be updated.

[Hammer]

I would really love it if this functionality was added into Kayako.

[kaviar]

Seconded

[Workz]

Thirded

[Kaltmaier]

Fourthed..

[colea]

Fifted? :P

[sureshkumar.mr]

My vote also...

[nimitz1061]

Agreed. Also, KB comments need to be associated with the article about which they were made. Its nearly impossible to respond to comments or apprpriately approve / disapprove them when there is NO context...

[caitlyntw]

Yes the comment approval section in the backend need to link to the front end article where user actually made the comment

[richm]

My vote also.

KB needs to come up in "read" mode by default for staff, not edit mode.


While were are at it, can we fix inserting images into KB articles and make it more user friendly please?

The current method of having to insert a URL path to the image is unworkable. Staff here don't have access to the Web server eSupport lives on and can't place images there. They should be able to browse to their own desktop/documents folder to place images in the KB.

For an idea of how it might be done, see attached image, from a separate KB product we currently use, "Absolute FAQ Manager.net", which you can check out at: http://www.xigla.com/absolutefmnet/demo.htm

...interesting, we can browse for an image file in the forums, but not the product ...now that's irony!


Thanks,

Rich

[steveh]

Is there still now way to view articles before publishing them, surely this is a basic requirement?

[craigbrass]

You can view them in editor mode but not as they will finally look. I think this is still on the to do list.

[steveh]

Very surprised to here that as it makes draft and private statuses pointless. But the biggest issue is not being able to check how the articles look.

Surely this is something that would take a matter of minutes, not over a year which is when this thread was originally raised, to add as the code is already there for the front end it just needs exposing in the back end.