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A customer just wrote into our support team indicating that she was looking at an article that said it was last updated "about a week ago" or whatever language Intercom uses. Has anyone else gotten customer complaints about this? After discussing internally with our support team, I know there haven't been substantial updates made to that article in definitely more than a week.

 

I understand this general time frame is a good bandaid and fail safe for me who doesn't have the opportunity to update something that frequently, but it does seem to be a bit over exaggerated to the point that I'm not even sure it's useful.

 

Instead, could this feature be removed? Could it be updated to be more accurate? Could there be a date and timestamp put on it instead?

 

I'm curious to see how others feel about this too! 😀

Hello @leah l11​ 👋, You raised such a good topic, I wanted also to post about this (Good Catch) 🙏

 

Mostly if the article is updated Today, Yesterday - Intercom showing this;

After one week ago - Updated over a week ago;

 

And that's is 🧐Giving customers exact update dates will be much helpful than just over a week ago.

 

I hope someone from the Intercom product team will catch this feedback @Product Wishlist​ .

 

I’d love to see the article last updated date be the exact date as well. This is super helpful for users. Zendesk and Helpscout both work this way, for what it’s worth. 

Would be great to have control over this e.g. being able to choose by adding edit or publish date or both, what to display timestamp or text etc 

I’d also like to have control over this feature. It’d be helpful to be able to hide the last updated timestamp from end users. 

Adding my vote on behalf of myself and other consulting clients, this is often a pain point -- I believe the idea is to keep the help center content looking fresh so it doesn’t seem to be out of date for the user and maybe it’s also relevant for Google SEO criteria or something but there should be options to configure it for the needs of teams.   Especially if there’s no way to see this from the internal view as well.  

I like the relative time frame but it should at least be accurate to the level that it’s useful to teams and doesn’t cause people to think the documentation has changed recently all the time if so then it will feel like features changed potentially as well. 

Hovering over the updated relative text might be helpful to show the actual date but I don’t know the reasoning behind not showing it right now, does that cause Google to think the data is stale and deprioritize it or something? If an article is 5 years old does it show updated over a week ago -- yes -- which is super confusing lol. 

In our environment, I can see content that’s not been updated in 6+ months that’s still documented as ‘over a week ago’. 
Functionally, I don’t see how it’s valuable to have ‘over a week’ be the upper bound.
Is anyone updating all of their knowledge on a weekly basis?

I’m concerned customers might utilise knowledge content with the expectation that it’s the most recent release when it’s significantly older, and put themselves in dire straits. Can this be amended?

Just noticed that this has been updated!

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