Displaying an article or section in multiple sections or categories

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64 Comments

  • Michael Dennis
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    Thanks Rebecca for the tip, but...  Frankly that is convoluted and would be very hard to maintain.  

    What is really needed here is an additional feature that allows a single Article to be published into multiple Sections.  Consider our example.

    Our category/section/article hierarchy is:

    Categories:

    • Announcements 
    • Knowledgebase 
    • FAQ

    Each has the same sections based on our 7 products. Then relevant articles in each section. Most of the time an article fits cleanly into a single Section.

    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.

    A secondary (nice to have) would be to enable a given section to show up in multiple categories.  For us typically KBAs and FAQ, though may also be Announcements too.

     

    46
  • MiiiA Pty Ltd
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    Thanks for the article/code Rebecca.

    I would second Michael's comment that it would be a great feature to be able to publish an article into multiple sections direct in the user interface.

    Is it possible to add this as a feature request if not already?

     

    Dan

    11
  • Abigail Iliesi
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    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:

    • Select multiple sections and/or categories within Publish in section
    • Toggle Visible to settings individually for each article, especially if it's the exact same article published in multiple sections and/or categories
    • Toggle Managed by settings individually for each article, especially if it's the exact same article published in multiple sections and/or categories
    • Edit entire series OR just one individual article when editing an article that is published in multiple sections and/or categories. The save and publish button should give us the option to save/publish one-at-a-time, as well as all-at-once. 


    I look forward to hearing a progress update on this issue. Thank you!

     

    4
  • Ross Newton
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    Wow... is it that hard for a team/company as big as Zendesk to add this feature? Instead we have to "hack away" at the list code and "bolt on" the articles we want added to other sections/categories. Can't you just add some kind of functionality with the tags?  Organize by tag or something?  Like Gmail. That would be so much nicer than this static Category -> Section -> Article paradigm.

    Ugh... this solution is so gross. 

    Please Zendesk add this feature. I get more bummed out with Zendesk each day that I use it.

    3
  • Lou Abigail Menard
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    hope this feature comes out soon

    3
  • Jessie Schutz
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    Hey Dan!

    There is, in fact, a post about this in our Product Feedback forum. You can find it here: Allow articles to be posted to multiple sections.

    I encourage you to add your vote and detailed use case to the thread!

    3
  • Jameson Simmons
    Comment actions Permalink

    Looking forward to the real solution on this one. Manually adding each article to the section template, category template, and the sidebar section of the article template is way more than our team can keep track of for the number of articles that we need to populate into multiple categories. 

    3
  • Mark Carniello
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    I'm evaluating Zendesk Guide and this is pretty much a show-stopper for us. Agree with Ross that this is very undesirable. It appears I will have to look elsewhere.

    2
  • Sean C
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    This hack is a little dopey and it's easy to imagine why a bigger overhaul is underway, but why isn't there a stopgap solution now that just implements it with a GUI menu item?

    2
  • Rachel M
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    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!

    2
  • Chris Plapp
    Comment actions Permalink

    Please ZD, make this happen for us.  Much less expensive help desk solutions offer this functionality.

    2
  • Ashleigh Rentz
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    Hi ZenDesk team -- It's really frustrating to search for how to do something seemingly basic, only to find 8 years of threads pleading for the feature. I totally get that unexpected complexities can always pop up, but from an outside perspective, I don't get how it takes over 3 years to add a symlink. I'm trying to make the business case for my company to upgrade to Enterprise, but that's difficult to do with a limitation like this. I'd rather keep our docs in the same place as our support tickets, but if my "Alternatives Considered" section includes tools that do more for less money, it'll never get approved and I may get stuck with a migration project instead. Please help us stay with you.  :(

    2
  • Chris Plapp
    Comment actions Permalink

    Q3 has come and gone now.  Any update on when we will be able to share articles across multiple brands?

    2
  • Micheal O'Neill
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    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

    2
  • Mark Brickstock
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    Do you have a timescale on when we can expect to see this essential feature? 

    1
  • Nicole - Community Manager
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    Hey Ross - 

    Thanks for your feedback. Publishing articles to multiple sections is definitely on the product team's radar. It's a major structural change within Guide, so yes, it is something that takes some time to build. But the conversations about this happening in the Community have not gone un-heeded. 

     

    1
  • Alexia Wolfhagen
    Comment actions Permalink

    Any updates? It's now Q3 a year after the expected release? 

    1
  • Mark Brickstock
    Comment actions Permalink

    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

    1
  • Nicole - Community Manager
    Comment actions Permalink

    Our dev teams are focused on building the final solution so they can get that out to you all as quickly as possible. But if someone wanted to develop a stopgap solution and share it with the Community, that would be awesome! 

    1
  • Aaron boddy
    Comment actions Permalink

    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.

    1
  • Rachel M
    Comment actions Permalink

    right now, my only “solution” has been to create exact duplicates of the articles in different sections...which is silly.

    1
  • Chris Stock
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    Hi Rachel M, if you're not using the baked in Zendesk behaviour then you'll have to do some of the heavy lifting yourself. In terms of your first point you should be able to use the same css classes that Zendesk applies to sections on the Category page to get the same look, so:

    {{#is category.id 360003321194}}
    <div class="section-tree">
    <section class="section">
    <h3 class="section-tree-title"
    <a href="url for the section">title of the section</a>
    </h3>
    </section>
    </div>
    {{/is}}

    To get the articles within that section you'll need some JavaScript to make a call to the Help Center API. It would include something like:

    $.getJSON('/api/v2/help_center/en-gb/sections/' + [YOUR SECTION ID] + '/articles.json')

    This will fetch the articles. You'd then need to get the details and use jQuery to add the HTML to your page.

    This isn't a complete how-to, but hopefully it's enough to get you started.

    0
  • Nicole - Community Manager
    Comment actions Permalink

    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. 


    0
  • Diego San Miguel
    Comment actions Permalink

    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?

    0
  • Aaron boddy
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    So its now "early next year"

    0
  • Jennifer Miles
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    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?

    0
  • Nicole - Community Manager
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    Hi Mark and Lou - 

    It is something that the Guide team is working on, but we do not have any timeline on it that we can share. 

    0
  • Jennifer Rowe
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    Hi Rian,

    The ID is the number part of the URL. For example, the ID for this article is 224924108.

    When you view a category, section, or article, you can copy the ID from the URL.

    Hope that helps!

    0
  • Jennifer Rowe
    Comment actions Permalink

    Hi JR,

    I think this might be the tip you're looking for:

    https://support.zendesk.com/hc/en-us/community/posts/115001228168

     

     

    0
  • Devan
    Comment actions Permalink

    Hello Alexia,

    We currently still have no ETA date at this time, but we are actively working on this. 

    0

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