Chris Duell June 4th, 2018

New Feature: Publish & Unpublish Content

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a major update to allow more control over the visibility of your content, we're introducing the concept of Published vs Unpublished content (Draft).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.

Status

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).

Viewing

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").

 

Publishing Content

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.

Publishing content

Publishing changes to an existing article

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.

Publishing changes

Unpublishing Content


If you need to unpublish content, and move it back into draft mode, you can do so by hovering over the "..." beside the Publish button to display the secondary menu, and select the "Unpublish" option.



Unpublishing content


Comparing the current revision against the latest version

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.


Filtering content by publish status

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.


New Features

  • Mark content as unpublished

  • Mark content as unpublished (draft)

  • Filter by publish status and if the content has revisions

Chris Duell May 28th, 2018

Update: Hub Redesign & Improvements

hub

This is the biggest update to the Hub since its public release back in February, we've got more on its way but if there's something specific you'd like to see, let us know.

Attach an article to a Hub card

As a much-requested update, you can now manually create a new card for your team, and attach a specific article to it for reference. 

This helps to streamline the process of improving your content over time by quickly flagging an article for an update, or by connecting an existing hub card to an article that you're working on to resolve the issue that's come up.

Attaching a card to an article


Layout improvements:

We've also rethought the layout of the screen to make your experience with the Hub more fluid and natural.

  • Better visibility on which card in the list is currently active
  • Moved the quick actions for a card to the top of the page, increasing the width of the main card activity area
  • Added quick reply button for feedback cards, making it easy for you to quickly respond to the feedback submitted
  • Cleaned up the card breakdown, making it easier to consume the card at a glance
  • Improved the information shown to see the current type &  state of the card
Chris Duell May 28th, 2018

Update: Content Management Improvements

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.

Sorting content

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.

Sorting content

Filtering content

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.

Filtering content

Article view counts & reactions

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.



New Features

  • Article view count and reactions

  • Filtering content

  • Sorting content

Chris Duell May 28th, 2018

Update: May Updates

New Features

  • Add custom favicon

  • Option to force HTTPS for knowledge base

  • Added a new company switcher page for people with a long list of companies - https://app.elev.io/company/switcher

  • When a custom stylesheet is being used, we now load that in the editor preview

  • Show labels in custom form email in the same language the user submitted the form in

Updates

  • Improved titles for better SEO

Chris Duell May 14th, 2018

Update: Sync Improvements

We dedicated a large portion of this month to improve the reliability and speed of syncing content in from third parties.

We also made a major update that means any images that are shown in your synced content, we now download a copy of and display from our own servers. This is a godsend for those of you who were syncing content from Zendesk that was behind a login wall, previously it meant the images couldn't be seen... now they can 👍


New Features

  • Syncing content from third parties stores a local copy of images

Updates

  • Speed improvements for syncing content

Chris Duell April 26th, 2018

New Feature: SSO & CNAME for Knowledge Base

Knowledge Base Single Sign-On

We've long provided you with a hosted knowledge base to present your help content in a full page view, but up until now, you've only been able to share public content.

This update allows your users to login to the KB to view restricted content. They'll be redirected to your site to authorise themselves, and redirected back to the KB in a logged in state, to open up access, like the recording below that shows the opening up of top secret content that's for elevio staff only.

You will need the help of your dev team to get this working, see the docs on how to set this up.

SSO in action


Set your own URL for your KB

When you setup a knowledge-base with elevio, we provide you with a URL like yoursite.elevio.help, if you'd like to control this and change it to a custom domain you can now do so from the knowledge base settings screen, here

Both the above new features are available now on our Regular and Premium plans.


Misc improvements

While working on these KB updates, we made a range of other improvements you can see in the list below.


New Features

  • Added branded pages for 404 and error pages

  • Added og tags to auto expand links when sharing in social media / chat

  • SSO for Knowledge Base

  • CNAME for Knowledge Base

  • 🙌

Updates

  • Improved initial page load speed

Chris Duell April 26th, 2018

Update: April Updates

New Features

  • Added UserLike chat trigger

  • Enabled spellcheck in the editor

  • Smart suggestions for access control groups

Updates

  • FreshDesk sync now works for multi-lingual accounts

  • kbLInk now accepts a function, for added control over linkouts

Chris Duell March 16th, 2018

Update: March Updates

Reporting & Hub cards now available within the editor

To make it easier to see how much attention an article is getting while you're editing it, as well as if there's any open Hub cards for the article, there are now two new tabs in the right pane of the article editor.

Hub: Will show you an open cards, so you can quickly make the changes you know are necessary in one go, without having to jump back and forth, or make multiple back to back edits.

Reporting: This shows you two charts with the article views for the last 30 days, along with the upvote / downvotes. A table of the breakdown of where this article is being viewed the most is also displayed, to help show you the context in which the article is most viewed.

New formatting fields for custom form

To help break up and explain longer custom forms, we've added in the ability to insert a heading, subheading, or a paragraph into your form. This is handy for when just displaying the fields isn't enough, and could use with a little more guidance to make sure your users fill in your form correctly.

File uploads for custom form

Along with the new formatting fields, you can now add file upload fields to your forms.


New Features

  • Added formatting fields for custom form

  • Upload file field for custom form

  • Showing reporting numbers inside the editor

  • Show hub cards in the editor

Bugfixes

  • Fixed issue with KB interlinks activating twice

  • Fixed scrolling issue on long articles

  • Fixed iOS input field issues

Chris Duell March 16th, 2018

New Feature: Smart Groups - Access control

To help with controlling who can see what in your elevio setup, we've introduced a new feature: Smart Groups

With Smart Groups, you can use a set of rules to create segments of users that you can use for controlling access to modules.

Examples of this might be showing the support module to people who belong to a certain group, or to people who have an email from a certain domain. A great way to offer different levels of support to people on different plans.

You can create a smart group based off any of the following:

  • Name
  • Email
  • URL
  • Language
  • Groups
  • If the user is logged in

To get started with Smart Groups, look for Smart Groups under the Create dropdown menu item in your dashboard.

To learn more about Smart Groups, check the documentation.

Chris Duell February 20th, 2018

New Feature: Public API Released

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:

Article management

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.

Search API

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.


New Features

  • Article management API

  • Search API