Allow articles to be posted to multiple sections

Planned

356 Comments

  • Nicole S. - Community Manager
    Zendesk Community Team

    Hi Daniel - 

    I checked in with the product team and their response was that they are continuing to prepare for an EAP which they hope to make available to customers "early next year." 

    We'll continue to share updates here as they are available. 

    2
  • Dovile Janule
    Zendesk Product Manager

    Hi everyone,

    we are trying to get some things clarified around article multi-placement and understand customers expectations around placing the same article in multiple sections in the same brand or across different brands.

    Here is the link to the survey.

    This survey should take 5-7 minutes to complete and will be helping inform our product development on this area.

    0
  • Diego San Miguel

    Thanks, Dovile. Missed this over the holidays.

    Please reach out if we can assist in getting this out the door and/or providing feedback.

    0
  • Maris Krumins

    Hello,

    As we are at the end of January 2020, are there more details available on this core request for efficient use of Guide? 

    0
  • Nicole S. - Community Manager
    Zendesk Community Team

    Hi Maris, 

    The product team is continuing development work to solve for the problems presented here, but we do not have any further details or ETAs we can provide at this time. 

    0
  • Mark Brickstock

    Let’s face it guys, it’s been 8 years since this tread was started and still they can’t comment to a date. Is it time to move on? I think so.

    2
  • Nicole S. - Community Manager
    Zendesk Community Team

    Hi Mark, 

    To clarify, as a rule we don't share ETA dates in the community. This is explained in the product feedback guidelines. We have occasionally given general ETAs such as "later this year" with the caveat that timelines are always subject to change without notice. Because the timeline on this feature has already shifted a few times, we will not be sharing any additional projections on it until we have something concrete, such as the opening of an early access program, which the team is working toward. 

    A feature related to being able to reuse content across multiple spaces in Help Center continues to be in active development. Once an early access program is available, we will announce it here. 

    1
  • Maris Krumins

    Hi Nicole, 

    Part about not giving more precise ETA is all good. However to plan if we should migrate away, can we legitimately expect this functionality to be made available in next 6 months?

    1
  • Andrea Beck

    Hi Nicole, 

    I know you are 'only' the messenger and in a really awkward position, as I am sure you can relate to our sentiments but have to distribute only the information you got. I have that problem all the time myself and it is not usually comfortable. *shock*

    Cheers, 

    Andrea

     

    PS: I would like to sign up to that 'early access program'  ;-) :-D

     

    0
  • Christoffer Lorenzen

    +1

    0
  • Tobias Hermanns

    +1

    0
  • Matt Guadagnolo

    This is taking way too long to implement.....do you know how mickey mouse this makes our help centres look?

    1
  • Kevin Hess

    Please release this soon. We are piloting ZenDesk Guide (as well as ZenDesk overall), and in the midst of making a decision as to what support platform we move to. This feature would be very helpful.

    1
  • Owen Skarpness

    Re-posting this for new eyes on this thread as it's been buried in previous pages:

    This workaround creates nearly identical functionality:

    While this article describes the process for "deleted" help center articles, it 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 final landing page, while 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.

    1
  • Brad Harris

    Looks like this feature is being planned, but unfortunately it's for Guide Enterprise customers only. 

    Can't describe how disappointing that is...

    2
  • Alejandro Colon

    Owen Skarpness

    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 final landing page, while 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.

    You inspired me to create an easier to manage version of what you suggested. 

    How to Include Article in Multiple Sections

    Obviously, the best case would be for included support but this should at least help some until then. 

    0
  • Floriane Marande

    I need that too, pleeeeaaase !! :-)

    0
  • Alejandro Colon

    Nicole S. - Community Manager

    You mentioned that an EAP could be here as early 2020. Can we get an update on that?

    0
  • Thomas Soares

    +1

    0
  • Rachel Clarke

    7 years ago and this many people asking and it's still not in place ? surprised to see this and not ideal as someone looking to start using zendesk 

    1
  • Richard Younger

    Rachel Clarke I would not say that this 1 feature request should be what holds you back from using Zendesk. This feature would be extremely helpful, but the software as a whole is extremely valuable. And I can say from experience that sometimes the features we want may be on their road map but some others that take a significant amount of work might be more important even if we do not understand why from outside. I definitely recommend this product. 

    However, I do look forward to this request becoming part of reality, we have multiple articles we would like to post in multiple locations. 

    1
  • Patrick Lemmer

    I scrolled through this thread, since we would really need this feature. I can also see that the feature is planned. But can anyone at least say whether it is worth waiting for it or if it makes more sense to find an alternative. I mean it has now been 8 years of waiting...

    What I also don´t understand is that this workaround https://support.zendesk.com/hc/en-us/articles/224924108-Displaying-an-article-or-section-in-multiple-sections-or-categories was available years ago. It surely can't be too difficult to implement something like it into the product.

    0
  • Catherine Michalak
    Community Moderator

    Hi Patrick Lemmer,

    Have you seen this - Content blocks EAP? And more info on how it works once you have it - here: Enabling content blocks.

    The articles describes what that will allow you to do - does that partially solve any of the issues you're facing?

    0
  • Alejandro Colon

    Patrick Lemmer

    I provided a link above but I wanted to make sure you saw it. This is a workaround to "post" an article in multiple sections without the need to duplicate the content. You would not have to adjust multiple articles anytime the original article content is changed. 

    https://support.zendesk.com/hc/en-us/community/posts/360044285373-How-to-include-Article-in-Multiple-Sections

    Would this help you out in the meantime?

    0
  • Agnes Gasparbekyan

    @...

    Do you think this will ever be implemented? :/ We need this very much

    0
  • Nicole S. - Community Manager
    Zendesk Community Team

    Hi Agnes - 

    The feature that the team has been working on around posting content in multiple places in your help center is currently in beta. You can find more information on that here: Content Blocks EAP

    0

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