Chris Duell September 7th, 2018

Update: August Updates

Reporting Updates

Export reporting data

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.

KB feedback added to answers report

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.


New base editor, now with tables!

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!

Editor 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

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:

HTML mode




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.


Debug data added to custom form webhook

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

Smart Group Access Control for Content

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


New Features

  • User feedback form in KB

  • Reporting exports

  • New base editor

  • ​Smart Group Access Control for Content

Updates

  • Debug data added to custom form webhook

Chris Duell September 7th, 2018

New Feature: Smart Group Access Control for Content

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: 

https://app.elev.io/segmentation/migrate


Chris Duell August 6th, 2018

Update: New combined search report

Previously, we had two separate reports for searches. One that showed when searches had results, and another for when the searches had no results.

One chart, 3 metrics

This update combines those two reports into a single report so you can get a clearer high-level picture of what people are searching for, whether the search was successful (shown in green) or not (shown in amber). This helps to show you the hit-rate (the grey line, showing the percentage of searches that were successful), to give you an idea of how thorough your documentation is, and your level of coverage.

Ideally, you want to aim to keep your hit rate above 90% to increase your coverage and keep your users encouraged that the help they need to self-serve is available.

Here's a snapshot of our own search results:


Filter to find the gaps

At an 89% hit rate, we're falling short of the 90% goal... looks like we've got some work to do. So we can filter the results table that sits below the chart, to show us only search misses (searches that had no results) to help increase our coverage. 

While there are some obvious test searches in there from people, we can see that there have been some searches for "glossary", "tour", "manuall", so we can use those as starting points for some new help content to improve our coverage.


New Features

  • Search hit rate report

  • Combined "Searches with results" and "Searches without results" into a single report

Chris Duell July 27th, 2018

Update: July Updates

GateKeeper

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 

New layout

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.

https://elevio.releasenotes.io/release/YPbjJ-new-layout-dashboard-sections 

Smart Groups

Added regular expression support for rules

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. 

Regex in smart groups

Content dashboard updates

To make managing your content easier, we've worked on a few things that have be repeatedly requested (Thanks! Keep the feature requests coming):

Bulk publish &  Delete

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.

Bulk actions

Move a category to sit under another category

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.

Quick article preview from content dashboard

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.

Preview article from dashboard

New Features

  • 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

Bugfixes

  • Fixed a short lived issue where img styles bled outside the Assistant styles, causing issues on hosting sites

Chris Duell July 26th, 2018

Update: New layout & dashboard sections

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.

All new layout

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! 

New theme


Here's a quick rundown of what's new:

Reorganised menu structure

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:

  • Content
  • Team Hub
  • Deliver
    • This covers everything to do with how you present your content to your users. This covers the Assistant, hosted knowledge base, embedded elements, adding hotspots &  helpers.
  • Reporting
  • Quick Add
  • Help
  • Setup
  • Account

Recently updated content on the dashboard

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.

Recently added articles

Your latest hub cards on the dashboard

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.

Hub cards

Quick-add Menu

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.

Quick add menu

Show & Hide the active submenu

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.

Menu toggle

New Features

  • New layout

  • Latest hub cards section in dashboard

  • Most recently updated articles section in dashboard

  • New "quick add" menu, for faster creation

  • Menu toggle

Updates

  • Redesigned integrations screen

  • Redesigned modules management screen

  • Simplified, and more logical main menu structure

  • Quick access to billing / assistant settings for new accounts