You asked, we listened.
For any report in your account, you can now download the raw data for the chart of table data. Just click on the export button beside any chart or table like in the image below.
We'll supply the data in a single CSV file that you can then use as you see fit for your own purposes.
Previously, you could allow your users to leave feedback on your content when viewed via the Assistant. Now, you can let them leave feedback if they're viewing the content via your main knowledge base.
Of course, it makes sense that you can also see this feedback via the reporting, so we added that too.
In another case of "you asked for it, you got it", we spent a lot of going through all the feedback that has been provided on our editor environment to find out what the most important or annoying things were. In the end, we decided to part ways with the editor that we'd used in the past, to opt for something that we would have more freedom with and get you what you needed.
As a quick peek at what's available, just look at all the buttons on the new toolbar!
The most requested feature (and most annoying thing to have missing) was to add support for managing tables.
We're stoked to say this new editor has full table support
Pretty close behind that, was allowing better access to edit the underlying HTML of an article so you have full control (no more ugly HTML blocks), we even made it nicely colored for you:
So if you haven't already, go an edit an article to check out the new editor and get a feel for it and all it brings.
To help give you everything you need to help your uses when they submit any custom form you have setup, previously we allowed you to send through debug information if the form was sent to an email address.
Now, we also allow you to have that same debug information sent to you if you're using a webhook as your form destination.
You can checkout the format of the webhook data so you can use the new debug information here: https://docs.elevio.help/en/articles/81641-custom-form-webhooks
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.
More details on this can be found here: https://elevio.releasenotes.io/release/90qne-smart-group-access-control-for-content
User feedback form in KB
New base editor
Smart Group Access Control for Content
Debug data added to custom form webhook
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
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)
Continuing on from our last update with the editor overhaul, we've added two more killer features:
When managing an article, you can now copy content from another language and auto-translate it to make servicing your global user base easier than ever. Like a little bit of magic it's smart enough to translate your content while leaving your images and other assets in place.
Currently all 25 languages that we support, also support this new auto-translation. Your content team and your foreign user base are going to love this. È molto bello!
(NB This is only available on plans that support multi-lingual content management)
Sometimes, someone else on your team might be trying to edit the same article as you, or you might have the same article open in another tab. This can cause issues when someone goes to save the article, and loses all the work the other person did.
We don't want to be the cause of any interoffice lunch time fights behind the bike shed, so we've added in a block above the editor that will let you know that someone else (including you in another tab) is also editing this article.
Article auto translation
As an early gift for the holiday season, we've released a rework of the editor to make updating your content even easier.
The actual editor itself remains the same, but the surrounding page has had a large overhaul, here's a few things we think you'll love:
To help visualize your updates as you make them, we've introduced a mode switcher so you can toggle between widget mode, and knowledge base mode.
To help you quickly move from editing one article to editing another, without having to go back to the full content list, we've introduced a new quick article navigation area.
From here you can search for another article to edit, go back to the full list, or create a new article.
When making updates to your content, it will automatically switch to draft mode and you'll see a small orange indicator to let you know there have been changes to that section since the last publish.
Hovering over this indicator will show you what exactly, has changed.
When you publish a draft, you'll be shown all of the changes that you or someone else has made to the article since the last time it was published.
It's a great way to give things a quick sanity check before releasing your changes to the world.
Maintaining your content is a team effort, why should all the praise (and blame) go to a single person?
Now in the side bar, along with the article creator you can see who has made contributions to this article over time, and who last published it.
Making it even easier to share your article with a user, or find quick snippets that you can use to link to your article as a helper, we've added a share tab to the sidebar. Clicking the "share" tab will reveal all the ways you can share or link to this article.
If you're managing multiple languages, it can be tricky to know what you've updated this draft, or what you have no content at all for. The new language switcher above the article groups the languages into their current status of published, draft, no translation
To help you in generating summaries for your articles (which will be used in a future update), we have added support for auto-generating summaries in more languages:
German, Italian, Portuguese, Portuguese (Brazilian), Spanish, French, Dutch
These languages are also supported in the keyword suggestions area, where we help you add keywords to your article for easier searching, but identifying the top keywords for this article.
New state manager
Toggle view modes
Full list of contributors shown in info section
Article quick switcher
Auto summary support for German, Italian, Portuguese, Portuguese (Brazilian), Spanish, French, Dutch
New "share" tab
Smart language switcher
"Reading time" has moved to the main information area
"Preview" button is now always available (previously this was only there if you had HTML in your article)
When editing your content your progress will auto-saved saved as you go, but will only be published when you give the all clear.
It's a great way to get more of the team involved, and improve control over releasing content updates.
As you're making edits, the area you've got unpublished changes will turn yellow so you can quickly run your eyes over it for a quick approval.
Or, click on the 'View published' button to toggle back and forth between what's published, and your current draft.
Don't like your updates? Just hit 'Discard Draft' and you'll undo all your changes and roll back to the last time you published the article.
Draft, publish, and auto-save is available now on all accounts.
Create new content without publishing
Update content as a new draft, before publishing
Content list speed improvements
To help with article discovery, we've made two updates to the content editor.
As you're crafting your content, we'll provide you with keyword suggestions for you to add to this article to improve it's chance of surfacing when someone does a search, or for showing the article as a suggestion on pages that relate this content.
To use the keyword suggestions, just click on the keyword to add it to your article. It couldn't be easier.
While not in use yet, we've added a new field to create a summary of your article.
To help get you started, we analyse the content and auto-summarise it for you, but you of course have full power to overwrite the summary as you see fit.
In a future update, the summaries will be used to show a snippet in the search results so your users get a small preview of what's to come, to make the decision of which article to read easier.
We'll also be using these summaries in the hosted knowledge base, as well as ticket deflection (coming shortly).
This release comes with part one of a rework of the visualizer tool.
We're also taking this opportunity to rename contextual triggers to "Helpers".
From the new launcher screen, we've made it super simple to make quick edits to your existing helpers, without needing to fire up the whole visualizer tool. It's a great way to quickly tweak your helpers and see them in action fast.
For the first time, we also give you full control over the CSS selector so you can be super specific on what you want the helpers to be attached to.
For our power users, you can also manually create new helpers directly from the launcher tool for super fast creation of your tips.
Head to the helpers page to play with it.
New visualizer launcher
Added quick links to full article view in Knowledge Base
Added Korean, Ukrainian and Turkish support to the hosted Knowledge Base
Added option to disable asking for feedback for articles
Added more granular reading time indicator to the article editor
Added support for allowing spaces in keywords in articles
Added date to article feedback list
Fixed an issue with pasting into the editors HTML block
Fixed missing first message in Freshdesk support ticket view
Standard editors just don't cut it when you're displaying your content in a whole new way, that's why we recreated our editor from the ground up.
With elevio's content editor, the possibilities are endless, and gone are the days of showing block after block of plain text. Nobody likes that. With the new article creator, adding links, embedding images, creating headings, interlinking between content, 'callout' blocks, or just good old text is just a few intuitive clicks away.
Most importantly, it's a true WYSIWYG editor.
What you see in the editor, is exactly what your users will see when they view your content.
This is an integral piece that we'll be improving over time, a sample of its current capabilities are listed below.
The new editor is available on all accounts immediately, just start editing your content.
Got ideas on how to improve it? Let us know.
Distraction free mode
Link between articles
Link to any given module
Simple yet advanced access control
Image & attachment uploads
Copy & Paste from Word / Google Docs / HTML