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

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45 Comments

  • Matthieu HULEUX

    Why this feature is not allowed in my Pro edition ?

    0
  • Nicole S.
    Zendesk Community Team

    Hi Matthieu -

    The subsections feature is only available on the Enterprise plan.

    0
  • Cristobal Hernandez

    Hi everyone,

    I've been trying to add subsections inn our theme for a few days now, with no luck.
    We are using a Copenhagen theme, obviously customised now after 1-2 years using it, and even Enabling the option adding the code suggested, I cannot seem to find the subsection within the sections already in place, and when I try to add subsections, I don't have the option for it as only allows me to select a category.

    Please, see the code below for the section page in case I am doing something wrong.

    <div style="display:none;" id="section-id">{{section.id}}</div>

    <section class="page-header">
    <div class="row">
    <div class="small-12 columns">
    {{breadcrumbs}}
    </div>
    </div>

    <div class="row page-header-content">
    <div class="small-12 columns">
    <div class="container section-header {{#if section.description}} header-align-center {{else}} header-align-top {{/if}}">
    <div class="section-title">
    <h2>{{section.name}}
    {{#if section.internal}}
    <span class="visibility-internal" data-title="{{t 'internal'}}">
    <span class="icon-lock"></span>
    </span>
    {{/if}}

    </h2>
    {{#if section.description}}
    <p>{{section.description}}</p>
    {{else}}
    <br>
    {{/if}}
    </div>

    <div class="section-follow">
    {{subscribe}}
    </div>
    </div>
    </div>
    </div>
    </section>


    <!-- Subsections -->
    {{#if section.sections}}
    <ul class="section-list section-list--collapsed">
    {{#each section.sections}}
    <li class="section-list-item">
    <a href="{{url}}">
    <span>{{name}}</span>
    <svg xmlns="http://www.w3.org/2000/svg" width="16" height="16" focusable="false" viewBox="0 0 16 16" aria-hidden="true">
    <path fill="none" stroke="currentColor" stroke-linecap="round" stroke-width="2" d="M5 14.5l6.1-6.1c.2-.2.2-.5 0-.7L5 1.5"/>
    </svg>
    </a>
    </li>
    {{/each}}
    <a tabindex="0" class="see-all-sections-trigger" aria-hidden="true" id="see-all-sections-trigger" title="{{t 'see_all_sections'}}">{{t 'see_all_sections'}}</a>
    </ul>
    {{/if}}

    <div class="row">
    <div class="large-12 columns section-articles">
    {{#if section.articles}}
    <ul class="article-list">
    {{#each section.articles}}
    <li class="article-list-item {{#if promoted}} article-promoted{{/if}}">
    {{#if promoted}}
    <span data-title="{{t 'promoted'}}" class="icon-star"></span>
    {{/if}}
    <a href="{{url}}" class="article-list-link">{{title}}</a>
    {{#if internal}}
    <span class="icon-lock" title="{{t 'internal'}}"></span>
    {{/if}}
    </li>
    {{/each}}
    </ul>
    {{else}}
    <i class="section-empty">
    <a href="{{section.url}}">{{t 'empty'}}</a>
    </i>
    {{/if}}
    </div>
    </div>
    <!--END subsections -->


    <div class="pagination">
    {{pagination}}
    </div>


    Find screenshots of how it looks.

    So we have the category WORKING FROM HOME, and the section VPN & Working Remotely, then the articles as per screenshot. This is how currently looks before and after the code is added.

    I wanted to add subsections so the articles are not showing yet as I want the articles be categorised by Access request, Service request and Faults.
    Please, let me know if you need anything else.

    Thanks

    0
  • Ifra Saqlain
    Community Moderator

    Hey,

    First thing, you should have Enterprise Plan. Second is, did you see any setting at bottom for enabling subsections , try to enable that and then create section.

     

    And 

    Here is default code of Copenhagen theme, Replace your subsection code with this given code and test:

    {{#if section.sections}}
    <ul class="section-list section-list--collapsed">
    {{#each section.sections}}
    <li class="section-list-item">
    <a href="{{url}}">
    <span>{{name}}</span>
    <svg xmlns="http://www.w3.org/2000/svg" width="16" height="16" focusable="false" viewBox="0 0 16 16" aria-hidden="true">
    <path fill="none" stroke="currentColor" stroke-linecap="round" stroke-width="2" d="M5 14.5l6.1-6.1c.2-.2.2-.5 0-.7L5 1.5"/>
    </svg>
    </a>
    </li>
    {{/each}}
    <a tabindex="0" class="see-all-sections-trigger" aria-hidden="true" id="see-all-sections-trigger" title="{{t 'see_all_sections'}}">{{t 'see_all_sections'}}</a>
    </ul>
    {{/if}}


    {{#if section.articles}}
    <ul class="article-list">
    {{#each section.articles}}
    <li class="article-list-item {{#if promoted}} article-promoted{{/if}}">
    {{#if promoted}}
    <svg xmlns="http://www.w3.org/2000/svg" width="16" height="16" focusable="false" viewBox="0 0 12 12" class="icon-star" title="{{t 'promoted'}}">
    <path fill="currentColor" d="M2.88 11.73c-.19 0-.39-.06-.55-.18a.938.938 0 01-.37-1.01l.8-3L.35 5.57a.938.938 0 01-.3-1.03c.12-.37.45-.63.85-.65L4 3.73 5.12.83c.14-.37.49-.61.88-.61s.74.24.88.6L8 3.73l3.11.17a.946.946 0 01.55 1.68L9.24 7.53l.8 3a.95.95 0 01-1.43 1.04L6 9.88l-2.61 1.69c-.16.1-.34.16-.51.16z"/>
    </svg>
    {{/if}}
    <a href="{{url}}" class="article-list-link">{{title}}</a>
    {{#if internal}}
    <svg xmlns="http://www.w3.org/2000/svg" width="16" height="16" focusable="false" viewBox="0 0 16 16" class="icon-lock" title="{{t 'internal'}}">
    <rect width="12" height="9" x="2" y="7" fill="currentColor" rx="1" ry="1"/>
    <path fill="none" stroke="currentColor" d="M4.5 7.5V4a3.5 3.5 0 017 0v3.5"/>
    </svg>
    {{/if}}
    </li>
    {{/each}}
    </ul>
    {{else}}
    <i class="section-empty">
    <a href="{{section.url}}">{{t 'empty'}}</a>
    </i>
    {{/if}}

     

    If any query let me know :)

    Team

     

    0
  • Cristobal Hernandez

    Thanks Ifra.

    I've checked with the company and we have only enterprise plan for Support.
    For Guide and Talk we are on Professional plan.

    Is there a work around to do this?
    I am in charge of a project to change our knowledge base portal and one of our main goals is to change the structure of our articles, adding multiple levels of sections to make it easier for the user to find specific articles :)

    Thank you

    0
  • Cristobal Hernandez


    As you can see, inside of our categories we have multiple sections (in this case for a specific category, we have 5 sections) and I can see how many articles and subsections we have in the section chosen (12 and 0), but I cannot add subsections because the plan I guess.

    If there is a work around or an option to include this on the Professional plan, it will help a lot :)

    0
  • Ifra Saqlain
    Community Moderator

    Hey Cristobal,

    Your code is okay. 

    Something is issue in your settings when you select option after creating section. If you provide the screenshots of every step of these process or provide me the access of your HC(if possible) so it's good to resolve this issue :)

     

    Thanks 

    Ifra

    1
  • Ifra Saqlain
    Community Moderator

    So You can contact to community manager about your Plan. As I see in Jennifer Rowe 's post, this feature is for Enterprise Plan.

    0
  • Cristobal Hernandez

    Please, find a the screenshots of the process.
    as you can see, only allows me to select the category I want the section linked to, but not the sections.
    first I click on Add a section


    then, select Hierarchy

    Then, as you can see, shows the categories.

    If I click select, adds the category in the section, but doesn't allow me to choose a section.

    Thank you.

    0
  • Ifra Saqlain
    Community Moderator

    Hey Christobal :)

    I acknowledged these. It's for Enterprise Plan.

     

    As you told above that you have Professional Plan

    If there is a work around or an option to include this on the Professional plan, it will help a lot :)

     

    Then I replied

    So You can contact to community manager about your Plan. As I see in Jennifer Rowe 's post, this feature is for Enterprise Plan.

     

    Thanks 

    Team

    0
  • Stephen A Kairys

    Hello!

    Is there a way to limit a section or category to a subset of our customer base? To repeat what I mentioned before:

    As I understand it, my manager is setting up a taxonomy where a particular user can belong to a particular organization. e.g. the new organization might be PHM. Any user's email address with be (e.g.)
    S----@-----.com

    Users in the PHM org may have access only to BUYER USER GUIDE Category
    Users in the ABC org may have access only to NEW PRODUCT Category
    Users in the XYZ group may access to both.Categories

    Can this be done?
    Thanks.

    --

    This post has been edited by the Zendesk Community Team: email address redacted

    0
  • Nicole S.
    Zendesk Community Team

    Hi Stephen,

    There is a way to do this, so long as you are on Guide Pro or Enterprise. What you'll need to do is create a user segment based on the organization (which, happily, is the easiest way to create a user segment!)

    Then, you'll need to set the visibility of every article in that section or category to that user segment.

    If every article in a section or category is restricted to a user segment, then that section/category will only be visible to users in that segment.

    Here are some articles that may help:

    Creating user segments for Guide user permissions

    Setting view permissions on articles with user segments

    Organizing knowledge base content in categories and sections

    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?
    This would be really useful so users try to read the articles before opening a repeated ticket.

    Thanks

    0
  • Brett Bowser
    Zendesk Community Team

    Hey Cristobal,

    I've never seen this done on my end but it may be possible to accomplish. This would require some heavy lifting from your developers as it would require quite a bit of custom code. I've also provided some resources below that may be helpful:

    Hope this helps!

    0
  • Stephen A Kairys

    Nicole, per our exchange from last month (August):

     

    >>Users in the PHM org may have access only to BUYER USER GUIDE Category
    >>Users in the ABC org may have access only to NEW PRODUCT Category
    >>Users in the XYZ group may access to both.Categories

    https://support.zendesk.com/hc/en-us/articles/360002113288/comments/360005285773

    https://support.zendesk.com/hc/en-us/articles/360002113288/comments/360005286273

    Can I configure an article to that members of two (or more) organizations can access it?

     

    Thanks.

     

    0

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