Hi All,
Has anyone experienced long delays in the magic links for Knowledge Base access groups receiving their authentication? We’ve had a few users who have experiened 7-8 hour delays, and by the time they receive the links, they’re expired.
Also, a word of caution for anyone who also receives the prompt to migrate your knowledge base to the new format - the new format offers lots of good features, but we migrated on Wednesday, and our Knowledge Base is almost entirely unusable. The articles are still indexed, so you can search for content, but the majority of links are now broken, and the whole thing will not display propertly. Obviously, we contacted support immediately, but they have been unable to provide a timeline or update since Wednesday, and it’s been really difficult for us as our Knowledge Base is essential for our onboarding process. I would strongly caution anyone against migrating until they sort this issue.
Hi @DSurman,
Thanks for reaching out to the Community!
As you mentioned, I see that the support ticket is still open and has been escalated. The internal team has made the necessary adjustments, and everything should be ready for you now. However, if you notice any other inconsistencies, I recommend continuing to work with the support team on the open ticket, as they are fully informed about your case and can provide the best assistance to resolve it within the estimated timeframe.
Thank you for your patience and understanding.
Diana
Thanks, Diana - I’m glad to hear the internal team has made the adjustments, but maybe they’re still testing it, as the display and linking issues are still happening on my side? From what I can see, it has not yet been resolved (and nobody has reached out to me to let me know that it’s been fixed).
When I requested an estimated timeline last week, I was only told that “the queue is long but they’re working on it”.
So really, for anyone else thinking of migrating should be aware that this could be a potential outcome with a resolution that might take time and without a timeline.
Hi! Has this been fixed for you? Migrating Knowledge Base is mandatory for all users by June. We’re anxious about the move based on your feedback.
It will definitely be fixed by June - they have their tech team working on the migration issue (it was definitely bigger than they realised and it’s been going on for quite a while), and it’ll hopefully be resolved by the end of the week.
There’s so much good about the potential features, so all going well this week, future migrations should be much smoother.