Earlier in the year, we released Smart Group Access Control to make it easy for you to define groups of users that you can reuse later for locking down which users could access which modules in your Assistant.
You can now use those same Smart Groups to easily manage access to your content.
While you could already control who could view what content, you needed to set this up again and again for each of the categories or articles you wanted to lock down. This would quickly become a pain if you wanted to change that access control in a number of places later on.
Now, you can create a single Smart Group and assign it to as many articles, categories, or modules you like. When you want to change how the access control works, you'll only need to change it in one place and it will be reflected everywhere!
To migrate your article access control over to use Smart Groups, simply head to the migration page here:
We released a more powerful way to help your users solve their own questions, and reduce your support load. Codenamed GateKeeper, it's available for all customers using the support module.
This was a large enough update to receive it's own release notes, which you can dive into here: https://elevio.releasenotes.io/release/40sDx-gatekeeper-for-ticket-deflection
Another major update for this month that warranted its own release notes, was the redesign of our main layout to be much cleaner, easier on the eye, and easier to navigate. It also came with two new sections on the dashboard to improve clarity and speed in getting where you need to go, and seeing what's going on with your account.
Smart Groups are a way for you to define segments of users, so you can control what modules they have access to (soon this will also be used for article access control).
When creating a rule for a smart group, from the list of comparators, there's a new option for " matches ". If you select this option, you can enter in a regular expression to match on.
To make managing your content easier, we've worked on a few things that have be repeatedly requested (Thanks! Keep the feature requests coming):
To help in quickly releasing or removing a set of content in one go, you can now check a box for each row, and click on the bulk actions, Publish or Delete.
Previously, wherever you created the category... that's where it stayed. Now, you can move any top level category to sit below another top-level category, or, move a sub-category to belong under a different top-level category to the one it's currently under.
Rather than needing to open an article within the editor, now you can quickly peek at it to make sure it's the article you're thinking of first, or just to get a refresher of what's in that article.
This is available from the content dashboard now and will be getting rolled out to the reporting tables shortly.
When managing your content, you can now bulk publish & delete
Added support for moving a category to be a subcategory of another top level category
Added article previews from content dashboard for quick peeks (coming to other areas soon)
Added regex support when creating smart group rules
Fixed a short lived issue where
img styles bled outside the Assistant styles, causing issues on hosting sites
Today we fully released our new backend layout that aims to be easier on the eye, but more importantly, be easier to use.
Thanks to the early feedback from companies that switched to the new theme early, we were able to also add in a few new features.
The main difference in the layout that you'll notice, is that the top blue menu is gone, and replaced with a more subtle left navigation with a popout submenu. A number of internal pages have also had a facelift to bring them in line with the new overall
We love it, and hope you do too!
Here's a quick rundown of what's new:
As time went on and our feature set grew, we were finding the main menu structure becoming confusing and lacking in a logical structure. So we thought long and hard about where things belonged and reworked the menu into what you see now. We think you'll agree, that things are much easier to find now.
We've grouped the main menu into the following top-level items:
To help you pick up where you left off, or keep an eye on what the rest of the team is working on at a glance, we've added in a section to the dashboard that shows you the most recently updated 10 articles, and their current status. You can also see who is the owner of that article.
To keep on top of things, we're also now showing not just a count, but the actual latest 10 cards. With the ability to hover over any card and peek inside to see what it involves. You can also see who the card is currently assigned to.
Any issues or errors, will be shown at the top of the list, so you can act on those first.
In the left nav, there's now a new menu for quick access to adding content, categories, helpers, and hub cards.
This is a great way for you to quickly get to the create screen for anything, no matter where you are.
Sometimes it helps to have the submenu for the section you're in be always open, sometimes... it gets in your way. So we've added a quick toggle to let you control the behaviour.
Latest hub cards section in dashboard
Most recently updated articles section in dashboard
New "quick add" menu, for faster creation
Redesigned integrations screen
Redesigned modules management screen
Simplified, and more logical main menu structure
Quick access to billing / assistant settings for new accounts
In a major update to allow more control over the visibility of your content, we're introducing the concept of Published vs Unpublished content (Draft).
This will allow you to safely create and manage content that remains hidden from your user base until you're ready for its full release, or, be able to take an article offline if it's deemed no longer worthy of public view until you can repair it.
To help with showing the state of an article, when editing your content you'll now see two distinct labels, status, and viewing.
Draft: If the status of the article is Draft, this means that no matter what, this article is not visible to your end users via the Assistant, the hosted KB, or anywhere else.
Published: If the status is Published, this meant that it is available for reading (pending any access control you have setup).
Revision In Progress: This means that you're currently looking at the very latest version of the article, along with any updates that have been made to it that aren't yet made public to your audience. As soon as you make an edit to an article, it will switch to this state.
Last Published: This means that what you're currently viewing in the editor, is the version that your customers have access to (assuming the status is "published").
If your content is in Draft mode, to get it into the hands of your users you'll need to publish it, which is as simple as hitting the green Publish button.
In much the same way, if your article is already public and you've made changes to it, you can hit the green Publish button to push your updates to be the latest version and available to your users.
If you need to compare the work you're currently doing against the original, to make sure that you're actually making an improvement and not making this worse, you can quickly toggle the view to show your revision, or the last published version.
When viewing your content dashboard, to make it easier to see what still needs to be approved for release, you can filter your content based on its publish status.
If you combine this with filtering by content that has revisions, you can easily see what content is a work in progress, and bulk publish that content when it's ready right from the content dashboard.
Mark content as unpublished
Mark content as unpublished (draft)
Filter by publish status and if the content has revisions
To help with finding the content that needs the most attention, or just help you find what you want to update, we've introduced a number of updates to the content dashboard to help you get your work done faster.
When viewing your list of content, to the top right of the list is a dropdown that will allow you to sort by the oldest or newest content, or if you're viewing a specific category you can display it in the same order that you're displaying it to your users.
Need to narrow down the content to just the content that a particular agent has contributed to, and in a certain period of time? Filters has you covered.
To help with seeing how people are using and reacting to your content at a glance, two new columns have been added to the content dashboard. Views, and reactions.
Article view count and reactions
Educating your users can't be done in a silo, the more rounded your setup can be the better the experience for your end users, so today we're happy to announce the release of our public API to help you bring more power to elevio, as we as to take some of the magic of elevio and bring it to other platforms.
The following API's are now available:
Create, update, delete or view any articles for your account.
For a long time, we've allowed customers to create content in our in-house CMS, as well as allowed them to sync with a select set of third party integrations (like Zendesk, Desk, HelpScout etc).
Now, with our new public API, you can bring in content from any source you like, including your own proprietary system.
In the event that you already have a site-wide search bar on your site, you can now inject search results from elevio into your own search results. Simply pass over the query to our search API, and we'll return you a list of articles that match.
This makes it much easier for your users to find anything they need on your site from a single search box, whether that be a product on your site, an article they're created, or help content to help educate them further.
To get started with the public API, check out the documentation here.
Article management API
Often when you're about to release a new feature, you make edits to a set of articles that you want to publish all at once when you release the new feature.
Previously you needed to publish those articles one by one, now, right from the content dashboard you can filter down to just your drafts (top left), then use the checkboxes to pick which articles you'd like to publish, click the publish button and boom... all published!
To help power through your content creation when you have guides that are same-same-but-different, forget copying and pasting (that's so 2017), now you can simply import content from another article.
There's two ways to achieve this:
The first is to create a new blank article, then click on 'import' above the article editor, and pick which article you'd like the content imported from. We'll cast a magic spell... and voila, in it comes ready for you to tweak and publish.
Alternatively, you can duplicate an article right from the content dashboard. For the article that you'd like to duplicate, hover over the three dots at the end of the column, and select 'Duplicate' and follow the prompts. Eaaasy.
To help in getting someones attention, and working together, you can now @mention someone on your team when adding a comment to a card.
Sometimes you convey more with a single emoji than you can with a 💯 words, so, we've also added in emoji support 🙌, just type : to pick an emoji... ⭐️
@mentions and emoji support in hub card comments
Bulk publish draft content
Duplicate content from another article
Increased number of articles to show in 'Top Articles' report
Allow loading all Zendesk tickets if user has more than 100 tickets
Added pagination to HelpScout content sync (allows for syncing more than 50 articles per category)