Adding subsections to create more levels in your help center

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53 Comments

  • Aswin Kannan

    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.

    7
  • Shawn Richards

    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.

    5
  • Hugo Vieira

    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 :)

    5
  • Bill Cicchetti

    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.

    4
  • Kathleen Hunt

    ^ 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. 

    4
  • Ron van Pol

    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.

    4
  • Marisa Potgieter

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

    2
  • Jennifer Rowe
    Zendesk Documentation Team

    Hi Nilesh,

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

    2
  • Ecaulfield

    So just to be clear: all of the above instructions and instructions from this page will only work for me if I have a Pro licence? 

    2
  • Kathleen Hunt

    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. 

    2
  • Louise Dissing

    Hi,

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

    2
  • Jennifer Rowe
    Zendesk Documentation Team

    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

    1
  • Sara Levy

    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. 

    1
  • Ron van Pol

    Ok, so you say that they read these posts and hopefully take these complaints to heart. But unfortunately I personally heven't seen or heard anything from ZD to take a standon this matter. No feeback whatsoever. And with all due respect, I dont really get what you are trying to say in your response. On the one hand you say that you personally dont want to move to the enterpirse plan due to costs and on the other hand you are saying that their enterprise plan is what everyone should want and that the extra charge is worth it. Clearly a lot of other people in here think differently. The licenses for agent and guide should be separated!

    1
  • 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
  • Maggie Ungerboeck
    Community Moderator

    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

    1
  • Maggie Ungerboeck
    Community Moderator

    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

    0
  • Brett Bowser
    Zendesk Community Team

    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.

    0
  • Brett Bowser
    Zendesk Community Team

    Hey Ecaulfield,

    The owner of your account should be able to upgrade your Guide subscription as mentioned here: Viewing and managing your subscription

    If you have a managed account, your account owner would need to reach out to their account rep to assist further.

    Let me know if that doesn't make sense!

    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
  • Nicole Saunders
    Zendesk Community Team

    Great to hear, Marisa! Glad that worked for you. :) 

    0
  • Brett Bowser
    Zendesk Community Team

    Hey Anh,

    No updates to provide at this time but I'll poke the appropriate team so they're aware of this need on lower plan levels.

    Appreciate you taking the time to share this with us!

    0
  • Allison S.

    I am on the same page as the above comments, I would like to use this functionality for a few sections in my Help Sites )(but the additional tiers are not needed for all) so we definitely cannot justify the additional cost (we are loyal ZD customers for 10 years and are still on Legacy) 

    Can't you add this functionality as an "a la carte item?" 

    Thanks for the info! We signed up for the EAP and saw the benefit, but the cost to move to Enterprise is not in the cards at this time. 

    0
  • Akumar

    Sub sections shows empty despite adding having articles in them. Tried all the tricks here not working.

    0
  • Brett Bowser
    Zendesk Community Team

    Hey Ecaulfield,

    Subsections are only available on Guide Enterprise so you'd at least need to at least be subscribed to that plan level to have the functionality available.

    Let me know if you have any other questions!

    0
  • Ecaulfield

    Hi Brett, thanks for the reply. The company I work for is an existing customer of Zendesk. Is Guide Enterprise something that can be added on to our current license/subscription? Or is it normally bundled into a specific licence?

    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
  • Nilesh Prajapati

    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

    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
  • 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

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