Adding subsections to create more levels in your help center

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53 Comments

  • Heather Rommel
    Community Moderator

    Hi all,

    I am currently on Guide Legacy and don't have plans to move to this due to cost. I totally understand why charging per Agent could bristle feathers. I feel similarly.

    That said, I know for a fact that Zendesk reads these comments. Their timeline and plans aren't always what we'd like them to be, but I assure you they hear you!  

    FWIW, I personally find the Enterprise editions of all their products the best level to be at, and yes the price point is higher, but usually worth it!  

    That said, I know budgets vary widely from company to company.... I'll be over here ducking from the tomatoes some people might wanna throw at me!

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  • Nilesh Prajapati

    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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  • Marisa Potgieter

    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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  • Nicole Saunders
    Zendesk Community Team

    Hi Matthieu -

    The subsections feature is only available on the Enterprise plan.

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  • 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.

     

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  • Nicole Saunders
    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

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  • Marisa Potgieter

    Yes, there are. 

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  • 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

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  • 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

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  • 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.

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  • 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

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  • John Espina

    Hi Michael,

    In regards to that, we appreciate you following the steps on this article but as per checking currently, there is a way to enable the hierarchy of the sections/ subsections. However, you can always send feedback/ post comments on our community channel regarding this: https://support.zendesk.com/hc/en-us/community/posts/new

    John Espina | Customer Advocate

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  • Ifra Saqlain
    Community Moderator

    Hey JP,

    The subsections in the Help Centre looks like this:

    In default Copenhagen theme - Section Page

     

    You can change the sequence of subsection and articles code. Move your subsection code after the articles code then it will look like:

     

     

    and depends on you that how you want to show the subsections on the category and section page. You can add the subsection code into your category and section page then you can use the CSS to change the UI. You can make subsections as a accordion, list, list with the icons to identify easily, etc.

    You can share the screenshot here that how you want to show subsections on your template then I can explain more about your query.

     

    Thanks

     

     

     

     

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  • Michael Clarke

    I've followed all of the steps in the various articles to allow for subsections to be used, but I still don't seem to be able to set the hierarchy for the sections/subsections.

    The hierarchy only allows me to select a Category on the Edit Section page.

    There's no way to drilldown further.

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  • JP

    Need to know what it looks like in the Help Center when the number of subsections is 3 & 4 & 5

    or

    Demo Stations  ? 

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  • Ron van Pol

    How about getting a response from Zendesk on the pricing plan and the complaints about this topic? We only see complaints here but I have no idea whether or not Zendesk is planning to address this issue in any way. Are they even reading this?!?

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  • Anh Phan

    Checking in here regarding any feedback for the above comments from 8mo-1yr ago. Has any of these concerns on pricing and being able to have sub-sections been addressed? Really interested in having this for our Help Center as well, but Enterprise level is just not for us. 

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  • 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.

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  • Matthieu HULEUX

    Why this feature is not allowed in my Pro edition ?

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  • Christopher Vickery

    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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  • Joy Wingert

    Are there published articles in your subsections?

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  • Karol Chęciński

    Subsection fee per seat make zero sense. I would understand if it was a part of the Support product, but being part of the Guide it is just a pure rip off.

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  • 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

     

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