Displaying an article or section in multiple sections or categories

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73 Comments

  • Ashleigh Rentz

    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
  • Nicole S.
    Zendesk Community Team

    Hi Ashleigh, 

    Functionality to solve for the issue of not being able to share the same piece of content in multiple places is in development, and has been for some time. 

    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 other users have feedback that you wish the product managers to read, please post in that thread in the community. Product teams are not subscribed to comments on articles and will not see the comments posted here. 

    0
  • Rachel M

    I'm all cool with showing articles or external links in their non-native Sections.

    However, I'm currently trying to show a Section in it's non-native Category. My code looks like such:

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

    However I can't seem to get it to

    1. Look like a section (it just appears in the same style as an article link)
    2. Display the articles contained within that Section

    I think the code is correct, and that I'm putting it in the wrong location. Any thoughts?

     

     

     

    0
  • Chris Stock
    Community Moderator

    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
  • Cristobal Hernandez

    Hi guys,

    I was planning to add an extra section (similar to Related articles) that populates itself using the stats of the kind of tickets open by the current user logged in our KB.

    Example: if user opens 5 tickets in the last 30 days regarding VPN issues, 3 regarding Bluejeans, 4 regarding Outlook, etc.... when the user logs into our KB, this "smart section" will show articles related to the user tickets history.

    is there a way to make the call?

    Thanks

    0
  • Noel Danh

    Hi Zendesk Team,

    Has this feature been released yet?

    0
  • Nicole S.
    Zendesk Community Team

    Hi Noel -

    No, it is still in beta.

    0
  • Leah
    Zendesk Voice of Customer Team

    Hi everyone, we're solving for this need with a feature called Reusable Content. With this new feature, you’ll be able to capture things like common troubleshooting steps, rules and regulations, disclaimers, etc. as a reusable block, and then insert into multiple articles and across multiple help centers. 

    Documentation for content blocks is posted in the EAP discussion topic.

    If you'd like to join you follow below link:

    Sign up for the EAP here

    0
  • Benjamin Bindo

    It looks like the new feature Reusable Content will only be available for Guide Enterprise. Is this true?

    0
  • Brett Bowser
    Zendesk Community Team

    Hey Benjamin,

    This is currently only planned for Guide Enterprise. Since this is still in EAP, nothing is concrete yet so I'm afraid I don't have more information to share at this time.

    Let us know if you have any other questions!

    0
  • Monica Brady

    If Vimeo can do it, then Zendesk should be able to... I'm very disappointed that this won't be available for more users. I feel like our move to Zendesk has caused more nickel and dime-ing than anything else... :(

    0
  • Greg
    Zendesk Customer Advocate

    Hi Monica,

    Thanks for sharing your feedback with us! We're very sorry to hear about your experience.

    At the moment, the Content Blocks feature is still a beta and originally planned to be available for customers on the Guide Enterprise plan only. However, we do hear your feedback and we know that there's a need for displaying articles in multiple sections. Please take a look at the reply from our Product Manager on a different thread: https://support.zendesk.com/hc/en-us/community/posts/203431446/comments/1260802941029 According to this announcement, we have a roadmap of planned updates throughout the year that will drive us toward placing articles across Help Centers and sections.

    Thank you for your understanding!

    0
  • Andrew Lo

    +1 on what everyone has basically already said about this. 

    It seems like this has been a request for a really long time and not much has been done about it and whatever has been done is a financial barrier. 

    0

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