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

Chris Duell February 19th, 2018

Update: Attachments for ticket replies, new custom-form fields

Add attachments to ticket replies

Previously, your users were only able to add an attachment to a ticket in the support module when they were first creating the ticket, but not for any replies they later added to that ticket.

That changes today, now your users can add attachments to responses to tickets at any time.

NB This is currently only available for: Zendesk, Freshdesk, Uservoice & HelpScout

New custom form fields

To give you more freedom in requesting what you need from users in the custom form module, we've added some new field types for you to add:

* Checkboxes (for allowing multiple selections)
* Radio Buttons (for showing multiple options, but allowing just one selection)
* Rating (a rating of 1 to 5)


Updates

  • Add attachments to ticket replies

  • New custom-form fields

Chris Duell February 15th, 2018

Update: Bulk publishing, content duplication, @mentions and emojis 🙌

Bulk publish draft content

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!


Duplicate content from another article

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.

@mentions and emoji support in hub cards

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... ⭐️


New Features

  • @mentions and emoji support in hub card comments

Updates

  • Bulk publish draft content

  • Duplicate content from another article

  • Increased number of articles to show in 'Top Articles' report

Bugfixes

  • 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)