Adding subsections to create more levels in your Help Center (Guide Enterprise)

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22 Comments

  • Marisa Potgieter
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    Hi there,

    This is great! I've really hoped for this feature. I've enabled it but, even though I've added two subsections in this "Task Management" section, it says empty. Does anyone know how I can rather show the clickable subsections here please.

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  • Joy Wingert
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    Are there published articles in your subsections?

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  • Marisa Potgieter
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    Yes, there are. 

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  • Jennifer Rowe
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    Hi Marisa,

    When you add subsections to a section, the category page does not list those subsections on the category page by default.

    You need to modify your theme if you want to display subsections on the category page.

    Check out this article and let us know if it helps: Displaying subsections in your Help Center

    Also, check out this community tip: Displaying subsection lists on the category page

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  • Marisa Potgieter
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    Fantastic, thanks Jennifer! I've fixed my problem with the help of the community tip. 

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  • Nicole - Community Manager
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    Great to hear, Marisa! Glad that worked for you. :) 

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  • Sara Levy
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    I've been looking forward to this feature which could prove very crucial for us. I'm very disappointed that it isn't included in the Professional plan. Is a full upgrade to Enterprise the only way to get it? This is a feature needed in our single help center. We don't need multiple Help Centers. 

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  • Brett - Community Manager
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    Hey Sara,

    This feature is only available on Guide Enterprise unfortunately. You may be able to set up a similar functionality using custom code but that would be outside our scope of support. There are some other features available on Guide Enterprise as well which you can find out more about here: Guide Pricing Comparison

    Apologies for not being able to provide another alternative for you.

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  • Nilesh Prajapati
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    Hi Brett,

    we have recently purchased enterprise of Zendesk and currently adapting our current theme to support the subsection functionality.

    How do I display a list of sub-section within section page?

    Thanks,

    Nilesh

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  • Maggie Ungerboeck
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    Hi Nilesh,

    To add subsections, go into your Guide admin and click on Arrange Content. Click into the Category and then into the Section you want the subsection in. You can then click Add section. You can add the new section and on the left, you'll notice a Hierarchy field. It will pre-fill with the Section you are in but you can also change it by clicking the pencil icon and then use the Category/Section structure to place it where you'd like.

    Thanks,
    Maggie

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  • Jennifer Rowe
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    Hi Nilesh,

    Check out this article and let us know if it helps: Displaying subsections in your Help Center

    1
  • Nilesh Prajapati
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    Hi Maggie 

     

    Thank you for your responses.

     

    We have configured our Zendesk theme to support the new subsections with a list of the articles (see screenshot below).

    Is it possible to display a list of nested sections from section_page.hbs (not within category page)?

    I haven't seen any supporting documentation related to this but if you point me in the right direction or provide a snippet of code that allows me to do this that would be great.

     

     

    Thanks,

    Nilesh

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  • Maggie Ungerboeck
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    Hi Nilesh,

    I am far from a developer so will leave those suggestions to the experts:) However, there is some information on controlling the display of our subsections in this article https://support.zendesk.com/hc/en-us/articles/360021269734 that could help or get you started with it.

    Thanks,

    Maggie

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  • Christopher Vickery
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    Hi--I was trying to create subsections in our Help Center and found the code provided did not work. I think this is because we have Legacy and not Enterprise--are subsections available only for Enterprise users?

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  • Kathleen Hunt
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    Hi Christopher Vickery,

    Unfortunately, Zendesk has decided only to allow Enterprise (not Legacy Enterprise) customers to access this feature. Hopefully, they'll see the error of their ways and make this a standard feature or a la carte option soon, so they don't lose customers. 

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  • Aswin Kannan
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    We're considering upgrading to Enterprise, but I want to understand why it is priced at 'per agent' level. Let's say that we have 100 seats with 95 customer support agents and a team of 5 people who manage all our Help Center content (both external and internal). Why should we pay for 100 agents in Guide Enterprise? Can it not be priced as a subdomain/company level? Or at least upgrade only 5 seats to Guide Enterprise? This is a VERY poor pricing policy structure.

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  • Kathleen Hunt
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    ^ Aswin, I 110% agree with you! There's no need to force EVERY agent to upgrade to Enterprise when only a small subset of users will actually utilize these features. It's exceptionally frustrating. 

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  • Ron van Pol
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    Indeed, the step up in price to Enterprise is quite extensive. Especially if only a few people are in charge of dealing with the help center content as Aswin stated. One could argue the fact that support and help center two different products, which need a separate pricing model. At least for us, we cannot justify the step up in pricing for all agents just to have a better help center. In fact, we might be forced to look into other solutions. At the very least for the help center. 

    On a separate note, I can't see why this feature is not available in other plans. I don't feel like this is an 'enterprise' worthy feature. In fact, it is a shortcoming that help center only supports 2 levels of content structuring.

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  • Hugo Vieira
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    It's all about the $$$. We'd love to have that feature available, but we won't upgrade to that tier just to benefit from that feature specifically.

    Pricing per agent is the most ridiculous pricing plan ever! I'm the only person responsible for maintaining our FAQ / Troubleshooting Help Center and you guys force us to upgrade all the Agents???

    This feature should be a core feature right from the start!

    I'm having too much pet peeves regarding Zendesk besides this one and will undoubtedly search for alternative options in the future. Don't worry, I won't hit the door on my way out :)

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  • Louise Dissing
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    Hi,

    Would flexible hierarchies be available for Guide Legacy customers at any point?

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  • Bill Cicchetti
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    I have to agree with others posting here.  Its disappointing that we would have to pay almost twice as much if we upgraded the Guide Plan for one core improvement in the product.  It is nearly impossible to get approval for such an upgrade when upper mgmt asks for a ROI  and list of added functionality and all I can provide is "we get more subsections"  As nice as it would have to have that capability paying almost twice as much for it doesn't make sense. 

    I think ZD Sales went overboard on this roll-out and should reconsider this pricing policy.

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  • Shawn Richards
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    The pricing premium to get subsections is outrageous. The people who are complaining about this on this thread are, like me, happy to pay something extra. But the multiplier of costs for such a basic feature feels more like price-gouging than extra value.

    Zendesk, please rethink this and make this a flat fee around $50 or something. That's all it is worth; not a per-seat hike.

    C'mon, be reasonable.

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