Allow articles to be posted to multiple sections

Planned

331 Comments

  • Saskia
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    Hi all, 

    I'm a bit shocked that this feature is not available yet. So a very big: Yes please!

     

    3
  • Marjolijn McCabe
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    We are just starting out with Zendesk Guide, but this thread is concerning. 

    7 years to change this field to allow multiple selections: 

    And no result yet, or in the foreseeable future. 

    Should we still hope or move on? 

    6
  • Nicole - Community Manager
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    Hi Marjolijn and Saskia - 

    The product manager stated just a couple of days ago that this continues to be in process. We don't have an ETA yet but it is currently actively being worked on. 

    -1
  • Monica
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    Looking forward to this feature!  I am also hoping it's not exclusive to Enterprise.

    2
  • Lauren Briskin
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    It's not great that ZenDesk can't do this. A "tag list" would solve the issue as would the ability to cross post articles in multiple Sections. 

    Requiring coding knowledge or forcing us to re-post articles is really bad form- our use case is an FAQ. During beta testing our materials, the feedback we got over and over is that we need to put a FAQ up.  All of these articles exist already, and it would be super easy to use an FAQ "label" and then make a section or article that pulled in these articles, or to make a new section and "crosspost" these articles, but neither option is available to us.

    3
  • Tilly Martin
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    Hello, this is now causing issues for our fabulous trainer who is having to create duplicate pages. Any good news on when this will be available? (More time creating and maintaining)

    3
  • Nicole - Community Manager
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    Hi Tilly - 

    We don't have any dates we can share in the community at this time, other than to say that functionality around content that can be reused in multiple places is being worked on. 

    0
  • Aswin Kannan
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    Is this going to be only in Guide Enterprise? What about your other customers?

    1
  • Brett - Community Manager
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    Hey Aswin,

    According to our Product Manager's response here this will be released as a Guide Enterprise feature. No further information to provide at this time but once there's an update available it will be posted here.

    Cheers!

    -8
  • Brad Harris
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    That's very disappointing to hear... We are Support Enterprise customers and a feature afforded to us is up-to 5 Brands. It would seem to me that being able to better organize content between brands, on an Enterprise account, would carry over.

    3
  • Traci Lamm
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    Still waiting....I have changed companies and this is still not offered.

    4
  • Andrea Beck
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    Quite disappointing that a feature, requested for 7+ years would only be offered to enterprise users. especially considering that, particularly, smaller companies, who may not have the corresponding support request volume to warrant hiring 5 support users (for enterprise to make sense). Maybe it is worth to go shopping around then (yes, Zendesk is the biggest out there, but obviously far from perfect)

    6
  • Dovile Janule
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    Hi everyone,

    We are doing research around various customer needs related to how they might user variables (sometimes called placeholders) in Guide Content. Specifically we'd like to hear more about how you and your organisation would use features like: Frequently used names, contextual information, placeholders and formatted snippets, inline images, etc.

    If you're interested in this research and would like to share your opinion, please fill out this form.

     

    Guide team.

    0
  • Mic Sanderson
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    Hi all, 

    I'm new to Zendesk within the organisation that I'm in presently, having used various other solutions in the past. 

    It's disappointing that something with so many votes and requests has been in the pipeline for 7+ years and seems such a basic principal. All we're asking is for the article to be a single point of truth and be linked in multiple places. 

    In the short term I'm going to have to do what others have done and duplicate the article so that the user experience is correct, but this means maintaining separate lists of articles that are duplicated, and updating them all when a slight change is needed. 

    We're also not a guide enterprise customer, and for such basic functionality I'm surprised we'd need to upgrade. 

    I'll go ahead and complete the form now. 

    Mic

     

    4
  • Mic Sanderson
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    Even more frustrating is that having now filled in the survey, the survey isn't about reusing articles, or linking the same article in multiple places, but reusing words and phrases across multiple articles. I can see that's obvious now I've re-read the post above, but it's incredibly frustrating that you're researching this and not tackling the request that's been in place for 7 years!

     

    1
  • Daniel Robertshaw
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    This thread is embarrassing. Has anyone found an alternative offering this?

    2
  • Aswin Kannan
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    @Daniel - Nope, we're all on the same boat. This is incredibly frustrating, and on top of that, this is going to be only on Guide Enterprise. Time to evaluate other options.

    1
  • Mic Sanderson
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    I didn't have this problem with Dynamics, but that was at a large organisation with someone in house configuring it; Dynamics is as such that with the right amount of resource and talent it's endlessly configurable, but as a result very costly. 

    I also didn't have this problem in Parature, but that's been bought out by MSFT and wrapped into Dynamics. Those are the only others I've attempted it with personally. 

    0
  • Owen Skarpness
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    @Danial and @Aswin, that's not totally true - we've been using a workaround using redirects that mimics this behavior with great success for some time. It's not perfect, but it gets the job done. This solution (copied from page 9) is outlined below:

     

    This article describes the process for "deleted" help center articles, but works identically for active ones: https://support.zendesk.com/hc/en-us/articles/217958367-Redirecting-traffic-from-deleted-Help-Center-articles

    With redirects in place, you can simply create two articles in different categories, complete with tags, then redirect one to the other. You'll only need to make edits to the landing page, and the redirected page can be blank or retain historical information. This has done pretty well for us to mimic the functionality of having individual articles in multiple places.

    3
  • Jameson Simmons
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    @Owen thanks for shining a light on this workaround. You’re right it has its limitations but it would be an improvement over the current functionality, especially for those of us who can’t migrate our organization to an alternative platform.

    I share the frustration of others in the thread, but at least now I have something to do aside from waiting for Zendesk to address this.

    1
  • Ryan McGrew
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    Hey All,

    I've chimed in on various threads over time around this over time but I will respond here as well.

    You're all correct that this has been a long lived feature request. This became a high priority item for us 2 years ago and has required an incredible amount of effort along the way and has required us to release a number of features as we built toward this. Namely user segments, managements permissions and flexible hierarchy. All of which were large effort on their own. We have for the last 6 months (since releasing flexible hierarchy) had engineering and product resources committed to this effort. We expect to allow our first customers to start working with us in an Early Access Program in the next month or so. 

    The primary goal of this project is to create reusable content across articles, brands and help centers. This is longer form content that is centrally managed and published in many places. 

    We also posted a link to a survey specifically around something called Placeholders or Variables which is shorter form pieces of content like a product name or other strings that are referenced frequently. This survey was intended to inform future product development beyond what we're working on today, as this is also a common request from customers.

    I hope that helps shed some light into the efforts that we're going through to address this product need.

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  • Daniel Robertshaw
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    Thanks Ryan, is the plan to only offer this on enterprise as others have said? Hardly an 'enterprise' feature....

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  • Brad Harris
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    According to the What's New webinar from this morning, this feature will be called "Help Center Unified Search" and they confirmed that it will be available for all plans, not just Enterprise!

    1
  • Aswin Kannan
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    Haha, no way. The unified search is a different feature as far as I know. The ability to post the same article in multiple sections will definitely be an Enterprise feature. That's what they do always.

    0
  • Thomas Joussot
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    Looking forward to this feature we're all waiting for some time now… Fingers crossed…

    0
  • Nicole - Community Manager
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    Hey Thomas - 

    It continues to be in active development. We don't have an ETA yet, but there are teams currently working on it. 

    0
  • Ayal Kellman
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    +1 for this. Looking forward to better updates

    1
  • Ronald Devine
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    Its plain EXTORTION to add this functionality which has been in high demand now for over 6 years to put it only in Guide Enterprise.  We been at Guide Professional level for almost 5 years and to force us to pay so much more for something that is considered basic functionality of any good Knowledge Base is out right Extortion on the part of Zendesk.

    Zendesk has sunk to a new low to make this essential function which we have been waiting for over 6 years something you only can get in the very top tier if Guide subscriptions

    Shame on you Zendesk.

    4
  • Daniel Robertshaw
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    Could we have an update on the progress since last month, please Nicole? Is there any more information from the decision-makers if this will be enterprise only? That will feel like a real low blow.

    0
  • aman
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