Copy / Duplicate Help Centre articles

Planned

105 Comments

  • Ben Edelstein

    This is basic functionality and it's absence results in significant number of hours per month of additional effort. It significantly hamstrings our effort to fully leverage the Guide product.

    1
  • Ben Edelstein

    An alternative / complimentary approach would be to provide a real article import option. The Google doc import is very limited and doesn't really work because formatting and images are not retained. We also need to be able to use other tools for authoring content, such MS Word or Adobe Robohelp. 

    0
  • Christopher Ferlazzo

    I was referred to this articles and community postings from here

     

    https://support.zendesk.com/hc/en-us/articles/115013332528?page=1#comment_360004728934

    0
  • Alejandro Colon

    Nicole S.

    You mentioned 7 months ago that you were trying to get an update from the product team. Any luck?

    1
  • Nicole S.
    Zendesk Community Team

    Hi Alejandro, they're working on some functionality related to creating content that can be reused in multiple places around the Help Center. The product team will provide an update in this thread when they have something substantial to share, such as an EAP. 

    0
  • Alejandro Colon

    Nicole - Community Manager

    Thank you for responding.

    But, I am not sure that is what this specific request is about. 

    I would consider this request as a request to have the ability to duplicate an existing article and keep all of the information including attachments. 

    2
  • Nicole S.
    Zendesk Community Team

    I'll have to let the product manager speak to that. 

    0
  • Bob Bowden

    I'm disappointed to see that after seven months or more of following this thread and receiving updates on it, what seems to be a clear and simple request in the original post (to duplicate content) seems to be either difficult to implement, or perhaps unclear in the impact and value it could have. 

    Hoping this reaches a positive outcome soon!

    0
  • Kelsey Davis

    Just seen this come through, maybe Zendesk is dealing with it in a different way? Or an additional solution: https://support.zendesk.com/hc/en-us/community/posts/360043990214-What-is-the-Content-Blocks-EAP-and-how-do-I-use-it-?

    0
  • Katarzyna Karpinska
    Zendesk Product Manager

    Yes @Kalsey, I'm very happy to announce that we have opened a sign-up for Content Blocks EAP.

    With this new feature, you’ll be able to capture things like common troubleshooting steps, rules and regulations, disclaimers, etc. as a reusable block, and then insert into multiple articles and across multiple help centers. 

    I hope it will help you to streamline some of the most repetitive work. You can read more in the documentation for content blocks which is posted in the EAP discussion topic.

    If you'd like to try out content blocks you follow below link: Sign up for the EAP here

    1
  • Ross Newton

    Finally! Content Blocks could work!  So instead of the same article in multiple sections, it's multiple articles with the same content block in each article. Fair enough! Beggars (Zendesk users) can't be choosers!


    I've signed up. Happy to hear this is coming. We've only been waiting five years. :/ 

    1
  • Ryan McGrew
    Zendesk Product Manager

    Hey Ross Newton

    Thanks for the response. We agree that it's been a long road to get here but I hope it'll be worth it. I've posted in other threads that we had to re-architect the underlying components of the Help Center to make a lot of this work and things like article revisions, team publishing, article view and management permissions, flexible hierarchies, bulk actions, article verification etc. were roadmapped ahead of this in order to deliver customer value but also to start an architectural foundation that we could build something like this from. We started work on the underlying services and systems almost 9 months ago and research and design even longer ago. It's been a long road with a lot hard work from our teams.

    So we understand that this feature is very important to lots of customers and we're excited it's in EAP and to start improving this over time.

    I will point out to other followers in this thread as well, Content Blocks is tailored to re-use of blocks of content in multiple articles. From our research we found that this was the more common use case. However, putting the same article in multiple places in a Help Center's hierarchy as well as across multiple Help Centers is still a necessary use case. We're beginning work on that functionality in the next few weeks as well. I don't yet have a timeline for that particular EAP but we will update this thread once we have a more firm delivery date. 

    As always, we appreciate the feedback and we are listening, even if things can take longer than any of us would like.

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  • Kelsey Davis

    Thanks Katarzyna Karpinska I signed up the day it was posted - looking forward to being part of it. 

    Ryan McGrew Glad to hear that articles in multiple Help Centres is still on the cards as there is definitely still need for that too. When you say mulitple places in a HC hierarchy, do you mean in multiple sections for example? Because I certainly need that too. 

    Thanks!

    0
  • Sabrina Kwok

    Thank you Katarzyna Karpinska. Yup - Signed up as well!

    Not sure what to feel, but simply glad that the issue is being addressed. I hope it is not a diversion of the current thread/ topic and make us wait another 5 years....   It would be a tragedy if so   T_T

    1
  • Ryan McGrew
    Zendesk Product Manager

    Kelsey Davis Yes! That's exactly what I meant. 

    1

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