Re: âRe: Differentiating between software versions in help articles

Subject: Re: âRe: Differentiating between software versions in help articles
From: Mike Starr <mike -at- writestarr -dot- com>
To: techwr-l -at- lists -dot- techwr-l -dot- com
Date: Mon, 16 Mar 2015 13:43:51 -0500

Just out of curiosity, is it possible in user registration to specify the version the user has? That way their searches might be automatically filtered by their registered version?

Best Regards,

Mike
--
Mike Starr, Writer
Technical Writer - Online Help Developer - WordPress Websites
Graphic Designer - Desktop Publisher - Custom Microsoft Word templates
(262) 694-1028 - mike -at- writestarr -dot- com - http://www.writestarr.com
President - Working Writers of Wisconsin http://www.workingwriters.org/

On 3/16/2015 12:47 PM, Nina Rogers wrote:

Hi, all, and thanks for your feedback on my little problem.

Lawrence has done a nice job of outlining the issue. We're using Zendesk
for our support site, and we have it set up so that people can select to
view only 2.0 articles or only 1.0 articles. The problem is if someone runs
a search on "Managing User Accounts," they'll get links to at least two
articles if the 1.0 and 2.0 versions are just different enough to warrant
(IMPO) separate articles for each. So now the reader has to decide, "OK,
which article am I supposed to read?" Naturally, the last thing we want to
do is have our clients feel confused when they're already at a place where
they have to visit the help site.

Support for version 1.0 is going to be phased out as our all of our users
are upgraded to 2.0, so I don't anticipate ever having the problem of
titles being "Managing User Accounts (1.0, 2.0, 2.1, 2.2, 3.0)." That would
truly be a nightmare, and I'm glad I won't have to deal with that! (Knock
on wood ...)

I like the idea of marking with metadata for advanced/filtered searches.
I'll have to look into what's possible in Zendesk regarding searches, but I
imagine I'll find some good info.

I'm not familiar with Fluid Topics or how well it integrates with Zendesk.
I see that it *does *integrate with Zendesk, so I'll do some research.

Thanks!

Best,
Nina
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References:
âRe: Differentiating between software versions in help articles: From: Lawrence Orin
Re: âRe: Differentiating between software versions in help articles: From: Nina Rogers

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