Maxime Vannier

@Steve

You've probably never used Helpscout. One article can be found in several categories and that's an easy thing to do. So when you search for an article which has been posted to multiple sections, there's only one copy of it. It's true though that Helpscout has to choose one category to display the article in, but I don't think that's much of a problem: if a user was searching for this particular feature rather than a whole application (displayed as a section), it probably means that s/he just needed to know more about this particular feature. For the record, I'm thinking about leaving Helpscout because there can't be sections in categories.

I'm expecting users to use the side navigation menu in Zendesk to navigate through the articles. Having links in the beginning or end of articles will just look like a mess.

@Steve

To the eye of a customer, it's not repeated content as they only go through the category they need for the product they are using.

If I use links instead of multiple articles, I should direct my readers toward a first article, then get them to click on a link in that article that opens another article in a complete different area, then make them come back to where they were before?

I don't think that would be a great customer experience.

@Christian

We are developping a SaaS with a rather complicated administration and a knowledge base that goes with it. 

To use one of our "app", you need to create a project. In this project, you can add as many features as you want. It is the features you choose in your project that will determinate the "app" you are using. Many features are common to all the apps but some features can only be used in one app.

My knowledge base is divided by apps because the way you choose your features won't be the same depending on the app you want to create. Also, some features have to be activated before you create a project. There are as many common articles as there are common features.

I don't know if I'm being clear... Long story short, there are very different apps with common features and a common base.

@steve

We have 5 different features that need the same second and third steps to be activated. It makes perfect sense to have the same articles displayed 5 times in my helpscout knowledge base. 

I was about to choose Zendesk but this topic made me think twice about it. I can't imagine myself having to copy past the same article 5 times. This feature has been asked since 2012!