192 Comments

  • Official comment
    Nicole - Community Manager

    Hi Everyone! 

    The Guide product team is proud to announce that Flexible Hierarchies rolled out for general availability today! 

    Announcing Flexible Hierarchies for Guide Enterprise

    Thank you all for your feedback and helping to make Zendesk better. 

     

    This thread is now closed for comments. Questions regarding this new feature can be posted to the comments section of the announcement post, or you can create a new post in the Guide Q&A Topic in the community. 

  • Pedro

    Ok i understand but seems to me that the possibility to have more than 2 levels is greatly needed.

    29
  • Bill Cicchetti

    I agree...Vote for Pedro...Subsections greatly needed

    20
  • Amar

    ok with pedro more than 2 leveles is greatly greatly needed 

    16
  • Miguel Reimer

    Christian,

    If all we add were FAQs and similar articles in Zendesk, organizing articles non-hierarchically might work.  However, that is not all that useful for product documentation which by its nature is hierarchical, particularly for more complex products.  Not everyone will use search to find pages and if one doesn't quite know what to search for, browsing the documentation categories/sections can often lead to the correct article.  

    If you do go the tag route, maybe you can do what Gmail does and allow nested tags with the ability to browse that hierarchically, in place of the current category/sections/article structure.  As no hierarchy would seriously impact the usefulness of the Zendesk Knowledge base.

    9
  • Bastiaan Timmer

    We also need this feature. If you use the Help Centre for multiple products, then you will definitely need sub sections. Why won't you implement these features and let Zendesk users choose if they want to use sub sections or not?

    9
  • Bill Cicchetti

    Example of the need for our organization:  We have a slew of documentation and install files for various products and versions.  Having subcategories would help keep the page clean.  Ideally I'd like to have it that when clicking on a section instead of expanding  on the same page it opens a new page dedicated to that sections content.  

    8
  • Linda Larsson

    May I suggest adding the possibility to let us choose if we want to have the taxonomy-based navigation or the hierarchical one (with some additional levels)?

    In our case the hierarchical one is preferable as we have a large number of products which we would need to divide into sub-sections to make possible to get a full view of, but it's just not possible at the time being. We already have a large number or top-level categories as well and customers are complaining about how the massive amount of content makes it hard to find things.

    It's very frustrating not to be able to make any improvements to meet customers requirement.

    Then there is another annoying problem, when setting access levels in the knowledge base using tag the only options are all tags or no tags. I.e, I can't give two different types of customers access to the same section since they must then both have both tags. Instead I must add another duplicate section making the KB even more flooded.

    8
  • Benjamin Keyser

    Hey Chellie.

    I'm on the Guide team here in Copenhagen. I wanted to provide an update on this feature: it's currently in design and on the roadmap. There are quite a few moving parts to this capability: publishing flows, permissions, and the overall taxonomy/hierarchy of content. Each of these moving parts has it's own prioritisation and end date... but that's all to say that this feature is a top priority for the team and we're working on it. As soon as I have target timeframes, I'll come back to the thread here.

    Thanks for your feedback and prompting! ... we know this is a top request and we're committed to delivering it.

    8
  • Alexey Stan`ko

    We've got several different teams involved in creating content for our internal support center and it makes it complicated to organize article structure by having only 2 nesting levels.

    Therefore, it would be great to enable creating categories within categories. So I totally support all requests in this thread.

    6
  • Greg Sohl

    Christian,

    Thank you for your response and upldate. For me, it prompted some additional questions and concerns as I read it. I'll iterate below:

    1. This issue was opened almost 2 years ago. It has a considerable amount of user-voiced support (> 60 comments in support of the enhancement).
    2. Based on the reply above, it appears that Zendesk does not yet have a grasp of their user's needs or requirements around this.
    3. The fact that "it will be a while before we can get all the lose ends tied together" makes me wonder what level of support Zendesk is committed to providing in the way of substantial future enhancements to its platform. This comment does not minimize my appreciation for the ongoing incremental enhancements and bug fixes.
    4. "They were built in a way that makes them impossible to extend with more levels" This is not a comment that gives me confidence about the platform or the level of engineering in the past, or perhaps, available for the future.

    Timeline

    "and we've started to do all the research needed to actually understand how we can change this - both product wise and engineering wise"

    • When will the research be completed? Is there a goal date?
    • Where are the surveys of users from this list, gathering requirements? Your users can be one of the most substantial points of research input.
    • Where is this on the Zendesk road map?

    "Unfortunately the timeline is looking very long"

    • What is "very long"? 6 mo? 6 yrs?

    Again, thank you for communicating with us on this feature request.

    - Greg

     

    6
  • Holly Ren

    It will be great if the sub-setions can be added since 3 layers are not really enough for our documentations. Thx!

    5
  • Linda Larsson

    We need this too, one or even two more sub-section layers would be a great improvement in our knowledge base.

    5
  • Samantha Flaherty

    This is a really frustrating element to the Help Centre currently, and although I understand that a solution needs to benefit everyone, not just a select few, it would be really nice to see an update to this process soon. We've got a diverse collection of support articles we would love to have on the Help Centre but it's an organisational nightmare trying to coherently work with this only having two levels. Tags, more levels or any improvement would be welcome!

    5
  • Peter P

    I agree with the rest. More levels of sections/subsections is needed for complex hierarchies.

    Some documents cannot be only classified by those 3 levels (category/section/article) since we manage different products/services that require deeper categories.

    5
  • Chellie Esters

    We need this feature as well. Product documentation is more complex, and multiple products is even more complex. Understood that some help doesn't need to be hierarchical, but some help DOES need to be hierarchical.

    This is also needed for customers who have more than one department using the knowledge base. That kills one level right there.

    If it's too much to configure subsections right now, can you at least create another level between Home and Category (maybe "Bucket")? Maybe that's easier?

    5
  • Chellie Esters

    I vote for open brain surgery.

    Reviewing earlier replies from @Christian Colding:

    "So we need to rethink how knowledge is organized in Help Center and perhaps look into building a taxonomy-based navigation rather than a hierarchical one" (31 Dec 2014).

    "The main purpose is to break free of the forced hierarchical organization and allow for a more customized experience, which would better support linking articles together across today's categories and sections" (4 Jan 2015).

    The perception is that ZenDesk would rather have its customers bear the frustration of trying to fit square pegs into round holes, rather than ZD's development team building square holes, or at least doing "open brain surgery" on the current round holes so square pegs can better fit.

    That's disappointing.

    5
  • Chellie Esters

    @Jason -

    This is what I (and probably most people on this thread) do not understand: how can a feature that was requested almost 3 years ago still not be prioritized? Is it that we are not big enough clients bankrolling the feature? Is it that you all do not want to break your antiquated structure to allow more flexibility? Is it that the Help Center/Guide/Whatever is a secondary feature to your ticketing system?

    Answer Bot might be cool if I was able to actually write and section my articles the way I need it, not the way you want me to have it. Article revisions and history might be OK if I was able to create a new version of the same article in the backend while keeping the current version live, and then publish the new version when our product feature is live. And I don't even see user segments in my configuration, but I don't even need that feature. I need to segment the knowledge base in a way that fits my business needs. We're not asking for a Facebook 'dislike' button...we're asking for a way to handle our content, our way, for our business needs and audiences.

    You all had 3 years to figure out what you were going to do. This whole "We'll keep this on the radar..." bit is not good enough for this community.

    I'm using your APIs to create fake sub-sections...it's buggy as heck, slow to load, and will not load all sections when an admin user is logged in. It's a horrid workaround that is not scalable, and I'm constantly pulling our developers away from their day jobs to adjust the JS for the API calls. Other systems do what I need to do natively without API calls on our end. They have a more modern interface and doesn't force users into little rat boxes.

    The only thing keeping me is that our support group locked in a multi-year deal. Rest assured, there will be no renewal.

     

    Edit: Just so you (and the rest of the ZD community) understand, I work for a SaaS company as well. I understand the myriad of products, features, large-client requests, etc. etc. ad nauseum. Our backlog is filled with features that have been sitting around for quite some time as well. However, when our community tells us that something is desperately needed, we listen and we do our best to prioritize. There is nothing in our backlog that our community has screamed at us about that is not prioritized. We do have smaller features that are not prioritized, sure, but those are not paid attention to by the community as a whole - those are 'nice to haves' like dislike buttons.

    5
  • Vladan Jovic

    Not ideal, but sometimes this could be fine in case that you want to make more clear section page with lots of articles. On this example there are "hardcoded" (editable via Dynamic content) sub-sections.

    (screenshot in higher resolution is here).
    Live demo is here.

    Code used in this case (you should change all IDs/sub-section titles if you want to replicate on your HC):

     


    $('div#section-115001960148 ul').prepend('<li class="hidenli"></li>');


    $('div#section-115001960148 ul.article-list li:first-child').nextUntil('#list-item-204725048').wrapAll('<ul></ul>').parent().wrap('<div class="sub-section-wraper"></div>').parent().prepend('<h3>Salesforce</h3>');
    $('.hidenli').remove();

    $('ul .sub-section-wraper:last-of-type').nextUntil('#list-item-221317067').wrapAll('<ul></ul>').parent().wrap('<div class="sub-section-wraper"></div>').parent().prepend('<h3>Social media</h3>');

    $('ul .sub-section-wraper:last-of-type').nextUntil('#list-item-202570058').wrapAll('<ul></ul>').parent().wrap('<div class="sub-section-wraper"></div>').parent().prepend('<h3>E-commerce</h3>');


    $('ul .sub-section-wraper:last-of-type').nextUntil('#list-item-206941987').wrapAll('<ul></ul>').parent().wrap('<div class="sub-section-wraper"></div>').parent().prepend('<h3>Web & Software Analytics</h3>');

    $('ul .sub-section-wraper:last-of-type').nextUntil('#list-item-202137603').wrapAll('<ul></ul>').parent().wrap('<div class="sub-section-wraper"></div>').parent().prepend('<h3>Email marketing</h3>');


    $('ul .sub-section-wraper:last-of-type').nextUntil('#list-item-206899357').wrapAll('<ul></ul>').parent().wrap('<div class="sub-section-wraper"></div>').parent().prepend('<h3>Cloud Platform-as-a-Service</h3>');

    $('ul .sub-section-wraper:last-of-type').nextUntil('#list-item-204607907').wrapAll('<ul></ul>').parent().wrap('<div class="sub-section-wraper"></div>').parent().prepend('<h3>Customer service</h3>');

    $('ul .sub-section-wraper:last-of-type').nextUntil().wrapAll('<ul></ul>').parent().wrap('<div class="sub-section-wraper"></div>').parent().prepend('<h3>Video sharing</h3>');

    5
  • Miguel Reimer

    I concur subsections would be useful for more complicated documentation needs. 

    Also for having multiple versions of documentation available, but now if you use multiple sections in your documentation, multiple versions would be ugly.  With subsections you could have the first level as the version, then the subsections would be the different sections for that version.

    4
  • Manuel Nieto

    +1

    4
  • Loic Petitdemange

    i need this function too

    4
  • Kristen Vales

    Need sub-section in order to better organize documents in KB.  To just have them listed under one section means everything is a big mess.  To have each sub-section become a section has been a nightmare for our test group.

    4
  • Corrin Duque

    With the robust library we are building we definitely need a fourth layer of depth. Ideally a Sub-Section.  

    Help IQ provides 5 layers of depth and seamless integration to Zendesk, however it provides this in a side bar list of hierarchical folders with the main frame always being a single article (helpful for internal knowledge bases but overwhelming and not easily useful for customers).  We need the web page drill down like Help Center.  But need at least 4 layers of depth.  

    We are working with a web developer to explore how we create another layer of depth. 

    Question:  Could we create multiple "Home Pages" for our knowledge base? If we could do this then we could create an external Home Page that links to multiple Zendesk Home Pages, each with their three levels of depth.

    4
  • Samantha Flaherty

    I agree with the sentiment above; I also feel the threads about the dashboard in Zendesk are also along the same lines. It's in the backlog for years and years (and years) and then there's a release note detailing some really "nice to have" development (answer bot? user segments? ...?). Completely appreciate the need to balance priorities and find solutions for the many customers you serve; just feels like the basics are really neglected (and makes your competitors look all the more more appealing). 

    4
  • Benjamin Keyser

    Early Access Program  :)

    You may also previously have seen our Custom Theme Templates feature (which lets you create different templates for category, section, and even for articles).

    You could apply a custom template to the category level and have an Internal category and an external category with very different looks and feels. This could be useful. Combined with Flexible Hierarchy, this will mean you can nest as many levels more deeply within the category level as needed to model and accommodate your two very different sets of content. 

    4
  • ArunVenkatraman

    Hi, relatively new to Zendesk and in the process of building our KB and we're having a difficult time organising our articles with the limitation of only one category and section so +1

    Please let us know on the progress on this as we'd be keen on this feature becoming available.

    We have a number of products & services categorised by themes into sections which are categorised by types so difficult to structure the KB with the current limitation.

    Cheers

    3
  • Bengt

    Totally agree, more complex structures is needed! KB quickly gets very messy and un-userfriendly. Even if the search option does help, its not enough.

    primarily: add more levels, ideally configurable number

    secondary: additional functionality like taxonomics, tags, other

    3
  • Sam Brandt

    I absolutely agree that having the ability to add more levels, with configuration, would be helpful. If people want to use the help center for documentation as well as articles, this is NECESSARY!

    3
  • Katy O'Reilly

    Add another vote for more levels and more flexibility. Our company are new users as of this week and have already hit a road block for how we wanted to organize our KB because of only having three levels. Please reconsider.

    3

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