Hi all,
We are currently using Intercom Articles as our primary Help Center. However, we are running into a significant efficiency bottleneck whenever our software UI changes.
Currently, if a UI label or feature name changes, we have to manually search for every single occurrence across all articles and update them one by one. For a modern documentation tool, this manual process is highly prone to error and very time-consuming.
We would like to propose a "Find and Replace" functionality within the Articles product.
Proposed Functionality:
A dedicated tool that allows admins to search for a specific term and replace it:
- Scope: Option to apply changes to "All Articles" or "Current Article only".
- Search/Replace: e.g., Replace 'Brandkit' with 'Brand Identity'.
Key Features/Checkboxes:
- Match Case: Ensure that capitalization is preserved (e.g., 'brandkit' becomes 'brand identity', while 'Brandkit' becomes 'Brand Identity').
- Preserve Formatting: Ensure the replacement term keeps the original styling (Bold, Hyperlinks, Italic, etc.) of the term it replaces.
Why this matters:
In a fast-growing software environment, UI terminology evolves. Manually updating hundreds of articles to match the current UI is a hurdle that prevents us from keeping our documentation up to date. A Global Find and Replace tool would significantly improve the developer and content creator experience within Intercom.
Is this something currently on your roadmap, or can this be shared with the product team?
Best regards,
Yoeri from MailBlue
