Feature Requests

I would like to be able to use the @ feature for article linking, but for linking my text from article A (draft or published) to article B (draft or published). That way, by the time the articles are published, I can be sure all the linking operates as it should. Currently with only being able to link to published articles this is not possible.

It would be helpful if I could see which of my articles / categories are private without having to open each one. This could be indicated by symbols like a key, or a hand or a shield … I am reiterating my suggestion from September 8, 2021, which has 15 supporters. Azure Thrush’s suggestion from April 27, 2023, has 20 supporters: "Implement different label for private and internal" That makes a total of 35. I’m sure there are even more suggestions on this topic.

The current analytics provide only very basic information. We need deeper insights into who is using the Help Center and how different user groups interact with it. The goal is to understand the audience more accurately, including where users come from (for example, region, or role) and what information they are searching for. This would allow us to identify the specific needs of each audience segment, detect documentation gaps, and prioritize improvements based on real usage. These insights would enable data-driven decisions and ensure that documentation evolves according to the actual needs of its users.

Ability to export/download AI analytics It would be great to have an option to export the AI usage/performance analytics (e.g., as CSV or Excel) so we can analyze the data offline, share it with stakeholders, and incorporate it into our own reports.

Retain feedback history when an item is marked as resolved Currently, feedback seems to be lost or unavailable once an item is marked as resolved. We'd like the feedback (comments, ratings, etc.) to be saved and remain accessible for reporting purposes even after resolution, so we can review historical feedback trends over time.

Show which users gave a "like" or "dislike" on an article It would be very helpful if admins could see the identity (name/email) of the users who rated an article as helpful or not helpful, instead of only seeing the aggregate count. This would let us follow up directly with users who marked content as unhelpful and better understand feedback trends.

I noticed that when you’re in a category and change to a different language region, it takes you back to the homepage instead of keeping you in the same category. For example with our KB, when I'm in: https://support.ticketleap.com/en_AU/training and change to the US region (from the top menu bar), it takes me to: https://support.ticketleap.com/en_US instead of: https://support.ticketleap.com/en_US/training

I would the possibility to perform exact searches in the search engine. For example, if I'm searching for: "Nice house" (with double quotes) I'd see only the articles that include 'Nice+house' and not the articles that include only 'Nice' or only 'house'

Be able to change/assign authors and collaborators for multiple articles. Because individuals and job positions change often we would like to maintain who is getting appropriately notified about upcoming expirations and article feedback. It is understood that an authorship can be reassigned within the Article Editor, but it would not be ideal to have to go in and reassign authorship to a large number of articles to a different user if someone were to leave or change departments.

Currently there's no way to enforce two-factor authentication, it would be an amazing addition to this product to support common 2FA providers using Microsoft and Google Authenticators for example. You'd scan the QR code and setup your token etc.