Question
Can I put an article or section in multiple sections or categories?
Answer
In Help Center, content is organized in a Home > Categories > Sections > Articles structure. With default functionality, a section can only be in one category and an article can only be in one section.
However you can display a link to the section or article in the page you'd like it to also be available by customizing the template page for the section or category. To do this open the template editor in Help Center > General > Customize Design > Edit Theme
Using the is property you can code in the reference to display the content in the additional section or category (see Help Center template is property). You will need the ID of the section or category. This can be found at the end of the section or category URL you want to add the content to. For example, https://yoursubdomain.zendesk.com/hc/en-us/categories/#######
To add an article to a section:
{{#is section.id ######}}
<a href="https://help center article URL without the title">alt text</a>
{{/is}}
To add a section to a category:
{{#is category.id ######}}<a href="https://help center section URL without the title">alt text</a>
{{/is}}
To add an article to the category page within the {{#each section}} helper:
{{#is id ######}}<a href="https://help center article URL without the title">alt text</a>
{{/is}}
If you’re adding an article or section to an empty section or category. The process is a bit different and involves incorporating the if/else statement used to display an empty link within the category or section.
For adding an article to an empty section there is an {{#if section.articles}} statement. Within that statement, the {{else}} statement should look like this:
{{else}}{{#is section.id ######}}
<ul class="article-list">
<li class="article-list-item">
<a href="https://help center article URL without the title">alt text</a>
</li>
</ul>
{{else}}
<i class="section-empty">
<a href="{{section.url}}">{{t 'empty'}}</a>
</i>
{{/is}}
{{/if}}
For adding a section to an empty category, the {{else}} statement will look like this:
{{else}}{{#is category.id ######}}
<section class="section">
<h3 class="section-tree-title">
<a href="https://help center section URL without the title">alt text</a>
</h3>
</section>
{{else}}
<i class="category-empty">
<a href="{{category.url}}">{{t 'empty'}}</a>
</i>
{{/is}}
70 Comments
Hey Mark -
The product teams have it slated for Q3 of this year, but that's about as specific as we're allowed to get with timelines in the Community, and comes with the caveat that it's not a guarantee and things may change. But the good news is that it's in the works!
Hello!
I'm trying get an article to show on the category page but I'm having a real hard time knowing which snippet of code to use and where to place it within category_page.hbs.
Any help would be greatly appreciated!
Thanks
Hi Nicole,
Any update on this feature.
We are just in the process of onboarding and launching our first guide and didn't expect to run into this issue. We have always had articles in multiple categories previously and the technical team and not happy with forcing the content into a single section and category.
Thanks
Hi Michael!
There isn't any update on this at the moment, I'm afraid. We'll be sure to let you know when there's new information available!
Hello!
I was experiencing the same thing that Andrew mentioned here: https://support.zendesk.com/hc/en-us/articles/224924108/comments/360000094308
However, I have not figured out where in the catagory_page.hbs to put his amended code. or which ID # is meant where. Any suggestions?
We're using it in the same case. Not an FAQ page, but a "Getting Started" page for new hires. We just wanted to give a home to info usually asked about when someone is just starting out.
Thanks!
Curious if we can currently accomplish the following through updating the theme:
I would like to reference articles in multiple sections, but I would also like to reference entire sections and cherry-pick the articles that I would want to reference from those sections. Is this possible with the current setup, or would I need to reference articles to a different section to accomplish this?
Q3 has come and gone now. Any update on when we will be able to share articles across multiple brands?
right now, my only “solution” has been to create exact duplicates of the articles in different sections...which is silly.
Please ZD, make this happen for us. Much less expensive help desk solutions offer this functionality.
Hi Chris and Rachel!
One of our Product Managers addresses this question in a comment on this Product Feedback thread. The TL;DR is that we're aiming to to launch an EAP soon. I recommend following that thread for additional updates!
Hi Jessie - will this eventual beta also support sharing the same article across multiple brands?
Hi Chris!
I can't speak to the details of what the beta is going to cover, I'm afraid. Once the beta is ready to begin, there will be documentation that goes into more detail.
Same!! would like to see this feature!! Any update would be great!
Hey Tiffany,
We can't share an ETA date, but it's something the team is currently working on.
Hello!
Very useful guide, but there is no description how to add an article on page of category in existing section. Can anyone help me with this?
Any updates? It's now Q3 a year after the expected release?
Hello Alexia,
We currently still have no ETA date at this time, but we are actively working on this.
Just wanted to add my voice to this issue.
I agree with @Michael Dennis: "We REALLY need for Articles to be able to be published in multiple Sections. We specifically do not want to have 2+ articles that are copy/pasted and then published into the various sections. For obvious reasons when they need to be updated."
It'd be great if the upcoming beta gave us the option to:
I look forward to hearing a progress update on this issue. Thank you!
I’m extremely disappointed this feature is not available yet. We purchased this two years ago after being told this feature was “coming any day”. It was the one feature we said we absolutely needed to be successful. After two years, I’m now stuck with a solution that still doesn’t do what we were told it would and having to decide if we abandon this product and move to another. Is there any ETA on when this feature will actually release?
Hi Jennifer -
In the process of developing this feature, some additional groundwork was discovered that had to be taken care of before it could be rolled out. That work has now been completed and development on content that can be reused in multiple places has resumed. The product team tells us that they should be able to launch an early access program for it before the end of the year.
As with all roadmap ETAs shared in the Community, this is not a promise nor a guarantee, and timelines can continue to shift without notice. But the good news is that it's on it's way!
Hi Nicole, with 3 years of teasing I think we realize that timelines can slip and shift :)
Any update since the last month?
Hi Christian -
The team is still working on preparing it for EAP and have indicated that the current plan is to make it available for customers "early next year." They have not provided any further updates at this time.
Hey you know what would be cool and super easy for everyone. If you allowed people to post articles in multiple sections. Im sure since it was first promised, Zendesk was working on it in 2012 some programmer could have figured it out by now. Oh I know maybe you can pay me to do it for you.
So its now "early next year"
Hey Aaron,
Software development frequently encounters unforeseen delays, changing priorities, etc. As stated in our product feedback guidelines, all dates and ETAs provided in the community are subject to change without notice.
I'll also note that this is not an official product feedback thread, so the product managers will not respond in this space. Announcements about EAPs and releases will occur in the community on the feedback thread for this functionality:
Allow articles to be posted to multiple sections
If you visit that thread, you'll see that the product team posted a survey there in December 2019 that you can participate in.
Development on Guide functionality so solve the problems presented in this and other conversations continues to move forward, and we will continue to share updates as they are conveyed by the product development team.
Nicole, so what you're saying is - Zendesk doesn't care about this issue anymore? How are we supposed to interpret "changing priorities" ? It doesn't matter if something is low priority....you still have to deal with it, and it shouldnt take 3 years
Not having this feature in our help centre makes the entire thing have less depth and super janky.
Hi. RE To add an article to a section code:
We got this to work, but had to make a change to the code. We updated our Copenhagen template's section_page.hbs. Instead of using double quotes (") around the URL, we had to change it to single quotes (').
I still can't believe there is a suggestion here to go vote on an 8 year old feature request... 8 years... sigh
You have to implement this feature!! I can't believe it has not been added since the original post 3 years ago. I am new to Zendesk and I am SHOCKED that such a basic feature is not an option. This is a major draw-back. If I had not known this feature was missing I would have thought twice about implementing Zendesk.
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