Articles Bulk Editing

Hello ​@Manon Le Hent 

You could use Intercom API to do this. Ask some of your devs to look into it but using Intercom API you would be able to list/retrieve articles, find the ones with the feature name, and then update those that have it. You need your devs to create a script that would do this. 

More info on it (ask devs to look into it) you can find here https://developers.intercom.com/docs/references/rest-api/api.intercom.io/articles

I know it is not perfect for a non-tech person, but at is at least something… I hope :) 

Thanks Milan, I’ll explore this with our techies. :)

We use the API to do a global find and  replace all. This, however,  needs a developer’s intervention. 

There should be an easier way to do that same using the Intercom interface directly, that writer and support teams can use easily.

Global variables would be very useful. Purpose-built tools for tech writing teams have this, as well as content reuse capabilities. At a former company, we used Mindtouch, which was bought by Nice, and they had global variables functionality that we used for things like company name, product names, and feature names. Tech writing teams are used to this kind of functionality and I lead an experienced tech writing team that is severely limited by Intercom functionality.

Rebrands are a thing that happens periodically in software companies. We do not have a good way to handle those in Intercom’s help center + knowledge hub natively. We’d need to augment by authoring in other tools in order to get global variables or reuse capabilities.