Organizing knowledge base content in categories and sections

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86 Comments

  • Trapta

    Hi @Brenda,

    You can mark a category as a draft and then it will only be visible to your agents and the managers. You can find the option in the left sidebar when you'll edit the category.

    Team Diziana

    0
  • Trapta

    @meghan,

    Sorry but this is not possible currently. You need to maintain the hierarchy i.e., categories > sections > articles.

    Team Diziana

    0
  • Jared Babinec

    I am making a support site with 3 different categories listed on the main page. I would like each category to display a unique template with its own FAQ page inside. I know you guys just released a feature allowing you to edit a unique category template. But my question: 

     Is it possible to be able to click on a category and then inside that category could have its own FAQ page? Or can I only have one FAQ page? Is there any way I could make my site to display a FAQ page within a category? Or do I have to set up multiple Brands to get different FAQs? 

    I'm trying to explain this the best I can but just in case another example of what i'm aiming for:

    mywebsite.support.com/category1  would have a different FAQ then mywebsite.support.com/category2

     

    I'd really appreciate the help and let me know if I worded this too confusing :) Thanks!

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  • Trapta

    Hi @Jared Babinec,

    You can use {{#is}} component and can create different UI for different categories. Something like this:

    {{#is id CATEGORY_ID}}
    // Your code goes here
    {{/is}}

    {{#is id CATEGORY_ID}}
    // Your code for second category goes here
    {{/is}}

    Let me know if this solves your issue.

    Team Diziana

    0
  • Liz

    Hi there,

    I am new to Guide and just learning about it as I set it up for the first time for our company. So it is possible I am missing something obvious.

    I know that if there is only one Category, users will only see the Sections. Is there anything like this for if a Category has only one Section in it, so that users click the category and see the articles?

    We have several top-level categories we want, but in one of them is a really all-encompassing topic that doesn't need multiple sections. Will our users have to click a redundant section title once they click that category? Or will they be able to see articles as soon as they click the category? Is there another way to make this work that I should know about?

    Thanks!

    0
  • Jennifer Rowe

    Hi Liz,

    We have a similar situation in our HC, so you can see how it will look here:

    https://support.zendesk.com/hc/en-us/categories/200198203-Getting-Started

    When users click into the category, they will have to click the section to see all the articles in it.

    Hope that helps!

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  • Celine Ladoire

    In the screenshots currently showing in the Editing categories or sections, the sections blocks have a 0 section under them. This is the same one you see when looking at Categories, to see how many sections are under them.

    However, I can't find a way to add a section under a section. Could someone tell me how to? Or am I misunderstanding something.

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  • Jennifer Rowe

    Hi Celine,

    Sorry for the confusion. The feature for adding sections in sections is in beta now. It is available for Guide Enterprise. 

    https://support.zendesk.com/hc/en-us/articles/207106547-Current-and-upcoming-Zendesk-betas#h_59389384221544798823204

    The number of sections in sections in the UI (where you are seeing 0 sections) might be hidden in the future for users who do not have the feature. It is still being decided.

    Hope that helps! 

     

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  • Celine Ladoire

    Hi @Jennifer,

    Will this only ever be a feature for Guide Enterprise or will it be considered for the Guide Professional/Legacy?

    Thanks!

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  • Nicole - Community Manager

    Hi Celine -

    We can't speak to the long-term pricing and packaging as those things evolve over time, but in the near-term future it looks like it will just be available to those on Enterprise plans.

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  • Celine Ladoire

    Hi Nicole,

    Thanks for the info!

    1
  • Ed Ball

    @Trapta We have been using the code for category FAQs and it does not seem to be showing the correct article title in other languages. If we switch to say German, it still shows the English title. The rest of the page is in french as it should be. Is there to make sure it is doing this?

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  • Trapta

    Hi @Ed Ball,

    I am little out of context here, can you show some screenshots of share the URL so that I can see what exactly you are doing and what exactly is happening?

    Team Diziana

    0
  • Ed Ball

    Hello @Trapta,

    Sorry, it was a little out of the blue...  On page 2 of the comments here you left some code to allow the category section to only show top FAQs related to the category. I should have posted a link...

    Go to https://support.bladeandsoul.com/hc/de/

    On the home page at the bottom you will see the FAQs in German

    back at the top click Login-Support link

    You will go to the Account category and see the FAQs for Account, but they will be in English.

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  • Trapta

    @Ed Ball,

    Please replace

    '/api/v2/help_center/en-us/categories/'+catID+'/articles.json'

    with

    '/api/v2/help_center/'+$('html').attr('lang').toLowerCase()+'/categories/'+catID+'/articles.json'

    and you will be good to go.

    Let me know if this solves your issue.

    Also, your help center looks really clean and cool :)

    Cheers!

    Team Diziana

    1
  • Ed Ball

    Thanks a ton Trapta,

    I did have to change one part but it seems great after that.

    '/api/v2/help_center/'+$('html').attr('lang').toLowerCase()+'/categories/'+{{category.id}}+'/articles.json'

     

    And thanks...  We are about to do a refresh of the look as it's old and not responsive.

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  • David Bjorgen

    Is there any way to add custom IDs or classes to categories?

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  • Trapta

    Hi @David,

    You can definitely add some custom classes to some categories using {{#is}} or to all the categories.

    I am more curious to you in your case what is your purpose of adding custom classes to the categories?

    Thanks

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  • David Bjorgen

    @Trapta, I've got side navigation that is comprised of the categories. I want to assign icons to general classes rather than the specific class numbers assigned by Zendesk.

     

    0
  • Trapta

    @David,

    You can add custom class to HTML code of the template. If you can share the URL of your HC then maybe I can share some piece of code for you to add icons in the sidebar.

    Thanks

    0
  • David Bjorgen

    @Trapta,

     

    I have the following code:

    {{#each categories}}
    <li class="cat-{{id}} {{name}}"><a {{#if sections}}class="has-sub-menu"{{/if}} href="#">{{name}}</a></li>
    {{/each}}

    A category ID is assigned to each line item class. Also the category name is included in the class. Including the category name creates some unusable class names such as:

    <li class="cat-11500728228 Basics & Tips">...</li>

    Is there a helper (or another way) to stringify the {{name}}, removing spaces and unusual characters (such as the ampersand)?

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  • Trapta

    Hi @David Bjorgen,

    There is no such way to do the same other than JS. However, if you are adding this just to add icons in the sidebar then you can use the jQuery function mentioned here: https://community-tutorial.zendesk.com/hc/en-us/articles/115004178674-Adding-Images-in-Copenhagen-theme#bottom

    Let me know if this solves your issue.

    Team Diziana

    0
  • Sarah M

    @Trapta, I'm looking to create pieces of content that don't show up in the section browse pages. I'll be linking out to them from articles, but I don't want them cluttering up the section browse pages. 

    How can I more greatly control what sections show up in the category browse pages?

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  • Celine Ladoire

    @Sarah M.

    This might be a more complicated way than necessary, but you can setup articles visible to 'everyone' in sections which are 'restricted'. That section/category will not show in browse pages, but the 'public' user will still be able to access the article via link, and search for it in the search. 

    So you could maybe setup an 'additional resources' section somewhere, and put all of those in there, just to be linked to.

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  • Sarah M

    @Celine Ladoire Thanks for the response! I was reading other threads and saw that permissions seemed to cascade down (so for example, if you delete a section then the articles within it get archived). Is this not the case anymore? 

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  • Celine Ladoire

    @Sarah M. 

    I'm not sure about deleting/archiving. I was talking about a regular, live section, just with 'visible to' set to you/your team, but with articles inside set to 'visible to' = everyone.

    So like:

    Category X (Visible to everyone or your team)

    --- Section A (visible to you/your team)

    ------ Article a (visible to everyone)

    ------ Article b (visible to everyone)

    ------ Article c (visible to everyone)

    In this instance, Category X is visible to everyone, but Section A is hidden inside of it, so its articles won't show inside of Category X. But you can still link to articles abc because they're visible to everyone

    Sorry, does this make sense?

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