192 Comments

  • Nicole - Community Manager
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    Hey Jenna -

    We don't generally publish ETAs, as things change so quickly and frequently, and we don't want anyone making business decisions based on shifting timelines. But we will update this thread as a Beta or rollout becomes available.

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  • Greg Sohl
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    <Vent>Yes Nicole Relyea, some things do change quickly. This customer request just isn't one of those things given it was first made in 2014. How about we give Jenna, and the rest of us, some idea what ZenDesk's plans are in relation to it. Be as broad as needed to not over-commit, though given the void that has existed for this request, over committing hasn't really been a problem.</Vent>

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  • David Burke
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    @Nicole

     

    I agree with Greg. This seems like a key feature that was acknowledged over 3 years ago. What do you personally think is a reasonable timeline? 'Coming soon' wears out after a year, let alone 3+ with no updates.

     

    Thanks.

     

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  • Nicole - Community Manager
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    Hey David and Greg - 

    The product team is working on a number of improvements for Guide this year; this is one of several. The last update they've provided to us is that they're scoping work, sorting out dependencies, and prioritizing which features to build and when to roll them out over the course of the year. They have not finalized where this particular development lands in the priority order.

    To answer your question David, I think a reasonable timeline depends on a variety of factors, such as: how many customers are impacted, how frequently they're impacted, whether it's a "nice to have" or a function that inhibits work, whether it fits with our other business goals, whether there are apps or other ways to accomplish the thing, and what other urgent needs exist that we should devote development resources to. I wish we could magically build everything anyone asked for instantaneously, or more realistically that everything that gets requested could be built within a few months time. But we get several hundred requests every month and can only realistically build a handful of those in a year.

    There are a number of feature requests and functionality needs that have a high number of requests, that have a high impact, and that have existed and been acknowledged for a long time. I don't envy the Product teams having to choose a fraction of the requests they receive to build each year. No matter what we build and what we prioritize, some users will be left wondering why we didn't build their request. 

    All that being said, it's a great sign that they're looking at this and planning to build it. It's a huge infrastructure change, that has the potential to impact a number of other functions. I'll admit I'm excited to see it in our own Knowledge Base, and completely sympathize with you all as to why it is so highly desired.

    We will continue to update this thread as we have updates. 

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  • Aiden Lee
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    Hi
    We are about to migrate our knowledge base from other platform to Zendesk KB. But the big barrier is that we can't make sub-sections as its limited structure set. Yes I think we would try to make contents structure in concise way, however some are really needed to be nested under sections. I am still trying to figure this out in mimic way but it would be appreciate to have the feature in official way with document. I just want to vote +1 to support this topic.
    Thanks
    Aiden

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  • Nicole - Community Manager
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    Thanks, Aiden. The Guide team is working on it. We don't have an ETA yet, but will update as soon as we know something. 

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  • Ilse
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    Hi guys,

    4 months after the promise of Benjamin. What's the progress? Coming up soon? We hope so!!! We really need more levels!!

    Thanks!

    Ilse

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  • Anthony Cunningham
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    Also hit this trying to plan re-arrangement of our content to better cater for directing customers and prospects to differing offerings with un-related support and help items. Frustrating! 

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  • Nicole - Community Manager
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    Hi all - 

    We received an update from the product team on 2/19, their comment is down on page 5 of the comments. Thought I would re-post as an official comment as well: 

    "Hey, I wanted to update you on the progress.

    To date, we've got design work nearly completed, a plan for the API changes in progress, and the team is engineering the back-end solution that will support the feature.

    The complexity we have for this is mostly invisible: it's all in the permissions on the back-end of our knowledge management infrastructure. So, that's why it looks like nothing is happening, when actually this is the biggest area of focus for us! It's really painful right now, I know, because adding sections to sections seems like a very simple thing... and conceptually, it is! The devil is in the details, but let me assure you it's happening. You'll see changes coming soon that will help us build toward the ultimate goal of flexible hierarchies. "

     

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  • Nicole - Community Manager
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    Hi Greg - 

    The Product teams and Designers regularly reach out to customers for input, however this is not usually done via a community thread. Initial feedback is collected here, and then the Product Managers usually reach out via a ticket/email to a smaller group of users for specific input.

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  • Greg Sohl
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    Thanks Nicole.

    To all those who've expressed support here, especially @Pedro who started this conversation, have you had a chance to provide input to the Product team on this? Can you share anything here about what you suggested?

    Greg

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  • Yelena Zukin
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    Hi Nicole,

    Can you provide a rough ETA for flexible hierarchies? Is this something that's like to be available within a few months, by end of year, or is the timeline much longer? 

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  • Gediminas Golcevas
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    When can we expect this functionality to be released? Could you name at least quarter of the year? Will it be available for everyone or depending on the plan?

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  • Nicole - Community Manager
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    Hey Andrew - We'll update here if and when a beta becomes available. 

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  • Rico
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    +1 on this functionality. 

     

    Is there any update on when we might see this functionality? The last meaningful update was in February. (Thank you for that by the way!)

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  • Bee Pugh
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    Thank you for the update Ryan - so looking forward to being able to add sections within sections!

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  • Jacob Eekhof
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    Looking forward to the update as well, should be really helpful for us to organize our articles 

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  • Brendin Charles
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    @Vladan Thanks for putting this code together (https://support.zendesk.com/hc/en-us/community/posts/203506356/comments/115003986467) - how would we go about referencing our articles to their respective sub-sections? Our Help Centre structure would be:

    1. Platform (Category)
    2. App (Section)
    3. Sub-sections (Tutorials, Common Questions, etc.)
    4. Articles

    The current Zendesk structure only allows us to place articles within the section and not the sub-section when we go to create an article. Would this be through an article tag?

    Cheers,

    Brendin

     

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  • Elizabeth B
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     This feature is a substantial factor for us on choosing Confluence vs. Zendesk. For those with hundreds of articles in your KB, how many categories are you forced to create? Is it a lot of effort to have to scroll through too many categories/too many articles? Or are you using an add-on or customized theme to make this more functional?

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  • Chellie Esters
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    @Elizabeth B - In my case, we had to create a large amount of categories, and we had to customize our theme to include Javascript and ZD APIs to build better navigation. But now we've reached the API calls cap and our articles do not all show up unless someone searches. This is no good for us. 

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  • Elizabeth B
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    I hear this Darcy - this is one of my Top 5 pain points with Guide. We will be using tabs at the article level (from Lotus Themes) for web, iOS, Android. It's not perfect, but in our context users won't be searching by platform. Maybe there is something you can do with formatting at the article level?

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  • Elena de la Fuente
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    +1!

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  • Benjamin Keyser
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    I'm really looking forward to the EAP, which should be coming in the next couple of months! Look for more communications here and in email :)

     

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  • Ron Horn
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    Great to hear they are working on this.  Are we close yet?  I realize ticket management is the sites primary function, but the ability to organize my existing dense knowledge base is difficult with out being able to create nested Sections.  

     

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  • Rebecca McMurry
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    I hear this is on the Roadmap for 2019. Can you provide an timeline details?

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  • David Moscol
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    Thanks for the update, that's exciting! 

    Based on the post you linked, it sounds like this feature will only be available on the Enterprise plan. Is that correct?

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  • Jennifer Rowe
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    Hi David,

    Yes, that's correct. Flexible Hierarchies will be a Guide Enterprise feature.

     

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  • Bogdan Andrei Sturzoiu
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    Hi Allison! We're onboarding non-Enterprise this week on the new Arrange articles experience. However, adding sub-sections will only be possible for Guide Enterprise users. I'll get into more details in the email I'll send over.

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  • Allison S
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    Thanks, Bogdan! 

    We actually are in process of speaking with our account manager to upgrade to Guide Enterprise! So I hope we are still eligible for the EAP? 

    I will confirm when we have upgraded our Guide plan. 

    Thanks!

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  • Allison S
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    Hi @Bogdan

    We upgraded our plan to Guide Enterprise. We are in process of re-structuring our Help Site and we need the flexible hierarchies as a last piece to the puzzle! 

    Any chance that we will be approved by today/tomorrow? I have been wanting this option for a while now! Thank you!

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