Displaying subsections in your Help Center (Guide Enterprise)

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28 Comments

  • Emily Franceschini

    Now that we have added subsections our category page says 'empty' under each section - even though there are subsections. I have tried to add the suggested code from this article as well as the community post but both throw errors and seem to break the entire design of the pages. Is there something else we can try?

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  • Brett Bowser
    Zendesk Community Team

    Hey Emily,

    It sounds like you haven't adjusted the code in your Guide theme as mentioned in the following article: Enabling subsections in your Help Center theme (Guide Enterprise)

    For any Guide themes that have been customized prior to this release, you'll need to edit your template as mentioned in the above article.

    Let us know if you run into any issues.

    Cheers!

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  • Tara Papworth

    Hi, we use the standard Copenhagen theme and haven't customised it, yet the sub sections won't show as standard - do I still need to use the code? This seems a bit counter-intuitive when we have chosen to use the Copenhagen theme for ease given we don't have any development resource internally to work on this.

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  • Nicole S.
    Zendesk Community Team

    Hi Tara -

    Subsections are available for Guide Enterprise by default in standard themes and themes that were customized after March 29, 2019, so it should be appearing for you.

    Have you reviewed all of the steps in the article Adding subsections to create more levels in your Help Center? It has a lot of detailed information on the steps to implement subsections.

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  • Tara Papworth

    Hi Nicole - yes I have reviewed all the steps - it's the code addition that I'm struggling with - we use the standard Copenhagen theme and so I'm not sure whether I have to update the code or not? When I added the sub sections they did not appear as standard on the pages. What counts as customisation? I've managed to take some of the code from a couple of articles but am still having issues with showing sub sections on the category page (and also would like to avoid having to deviate from a standard theme and use code full stop). I've raised a ticket for this (#4664302).

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  • Nicole S.
    Zendesk Community Team

    Hi Tara -

    Customization is if you have many any alterations to the out of the box code. If you have not done this, you shouldn't have to make any updates.

    It sounds like we may need to do some troubleshooting on your account, which they'll take care of in the ticket you raised.

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  • Angeli Ho

    I copy the code to my help center.

    However, can someone help me to remove the top and bottom lines for the subsection and move the arrow head next to the subsection title?

     

    Something like

     

    Subsection #1 >

    Subsection #2 >

    Article #1

    Article #2

     



    Also, is this possible to rearrange the order?

    For example

     

    Subsection #1 >

    Article #1

    Article #2

    Subsection #2 >

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  • Devan - Community Manager
    Zendesk Community Team

    Hello Angeli,

    It looks like the Community wasn't able to find an answer for your ask regarding the custom theme edits you were looking to make. I've included an article that breaks down how to attempt this on your own and I'll also include your post in our Community Roundup this Monday so we can get some more visibility on this for you.

    Customizing your Help Center theme

    Best regards.

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  • Aswin Kannan

    This all seems super confusing and frankly convoluted. There should be no need for us to touch the code to organize the Help Center. Why not allow us to drag and drop the sections, subsections as required?

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  • BlinkSupport

    I am really struggling with this, as Customer Support Manager I do not have the ability to write in HTML and CSS.

    I only managed to get the subsections to work with the help of one of our Developers and our Development Team does not have capacity to help me re-write our entire Help Center just because we have your "old version".

    Can you please give me some clearer instructions on how to prevent my new subsections from displaying as empty?

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  • Brett Bowser
    Zendesk Community Team

    Hey BlinkSupport,

    Sorry to hear you're experiencing issues with subsections! Just to confirm, is the issue that the empty subsection should be showing articles? Or do you want the empty subsection hidden altogether?

    Any additional information you can provide is greatly appreciated.

    Thanks!

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  • David Pistone

    Couple of things.

    First, I thought to try adding the code to display my subsections as blocks to my section page as linked above, but the example gist template appears to just be the code for adding them as normal links, not blocks. Does someone have the right code for making them blocks?

    Also, I'm exploring using the Doc Theme provided by Zendesklabs on github and wanted to see if anyone might know if it's possible to add subsections to the sidebar it uses.

     

    Thanks.

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  • Brett Bowser
    Zendesk Community Team

    Hey David,

    I believe this is the example code you're looking for: Section page with blocks

    I hope this helps!

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  • Marco Haber

    We have subsections enabled and showing in our customized Lisfy theme, but the subsections do not display hierarchically in our navigation sidebar; sections and subsections show up at the same level (creating a misleading representation of how our Guide is structured). When we purchased the Lisfy theme, we also purchased the Multilevel Menu plugin. Does anyone know how to 'tweak' things so that a subsection will properly appear in the navigation sidebar as a child of its respective parent section?

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  • Brett Bowser
    Zendesk Community Team

    Hey Maroc,

    I went ahead and replied to your post here: Configuring the sidebar navigation menu in a Guide theme

    Cheers!

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  • Ron de Vries

    Hi, 


    Does anyone know if and how it's possible to show both articles as subsections in a section? See example. Within the section" Interne processen" we have a section called Proces: Order to Cash which has articles. And we have a section '' Werkbeschrijvingen'' which contains subsecitons. These subsections are not shown however. 

     

    Any ideas? Thanks a lot! 

    Stay safe. 

    - Ron 

     

     

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  • Madison Davis
    Zendesk Community Team

    Hi Ron! It looks like one of our Community Moderators shared a tip on how to do this: https://support.zendesk.com/hc/en-us/community/posts/360004412767. I hope this helps, but let us know if you can't accomplish what you're looking for!

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  • Ron de Vries

    Hi Madison, 

    Great, thanks so much. That looks like what I need and seems to be an awesome feature. If it doesn't work out I'll get back to you. 


    Cheers!

    Ron

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  • Mary Paez

    Question:  We are updating our portal.  We have the following hierarchy:

     

    In order to accommodate all our products under a Category called VEEVA PRODUCTS and accommodate all the product areas, we had to go this deep into a hierarchy.  

    Is it possible for users to manually navigate this hierarchy?

    The reason we had to go this deep is because each section can only have up to 20 sections each.  We have many more product areas than the 20.

     

    Is it possible that Zendesk will allow more sections in a section or a deeper hierarchy?

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  • KC

    Is there a way to show the section and sub-section descriptions on the category and section pages?

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  • Brett Bowser
    Zendesk Community Team

    Hey KC,

    I wasn't able to find any information specifically for showing the section/subsection descriptions, however, I was able to find a couple of solutions in the following post related to showing category description. Perhaps this would point you in the right direction? Link below:

    Guide: Only show Description when hovering?

    I hope this helps!

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  • Ron de Vries

    Hi Madison Davis

     

    I finally had time to look into it. However, it doesn't contain what we need. Maybe you have another option? I already talked to Diziana as well and it doesn't seem possible however maybe there's another solution.

    I did already fix that on the Category page the articles and sub-sections are shown. 

    But on the section page it only shows the articles, not the sub-sections in the sub-section nor the articles in the sub-section of a sub-section. 

    To clarify: 

    FleetGO Staff = Category

    Internal Processes = Section

    Process order to Cash = Sub-section with articles (those are shown)

    Work Descriptions = Sub-section (has no articles directly under it but does have sub-sections and those sub-sections are not shown on the parent section page Internal Processes). So we would need to show sub-sections of a sub-section on it's parent section page. 

     

     

    Thans again!

    Ron

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  • Brett Bowser
    Zendesk Community Team

    Hey Ron,

    There isn't a way to accomplish this natively so custom code would be the only route here. If Diziana mentions that this isn't possible with even custom code, then most likely that is the case.

    Perhaps other users in the forum can provide an alternative solution for you that may help get you relatively close to what you're looking for.

    Unfortunately I wasn't able to track down anything on my end :-/

    Let me know if you have additional questions for me in the meantime.

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  • Ron de Vries

    Hi Brad, 

    Thanks for replying! Unfortunately there isn't a native way to accomplish it. It is possible by leveraging API as I understood but that would require extended knowledge of API and taking into account the API rate limitation. 

    If any other forum users have any feedback or tips; I would very much like to read them. 

    Thanks!

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  • Mary Paez

    We are currently having ZD Prof Services help us with this. We have to implement Flexible Hierarchy (EAP) code and then try to create an expandable/collapsable way for users to navigate through that hierarchy of product information.

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  • Ron de Vries

    HI Mary, 

    Sounds good. Hopefully that will work out for you. Would like to know how this turned out once it's finished. Hopefully I will be able to get one of our own Dev's to look into it with me coming quarter. If anything works out I'll share it.

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  • Mary Paez

    I can send you a link to the completed portal if you want to check it out after it's completed to see an example.  It won't be ready, though, for a month.  However, it will show the left-side (sidebar) navigation that our customers will use to find KB solution articles on the portal.  Zendesk Prof Services scoped out the design based on our requirements, provided a design document/mockup, and now are doing the customizations for us.

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  • Ron de Vries

    Hi Mary, 

    I would appreciate that, thanks a lot! 

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