Copy / Duplicate Help Centre articles

Planned

84 Comments

  • Amanda Winston1
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    Being able to clone articles would be very helpful.

    9
  • Juan D'Achiardi
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    Agreed. Duplicating help centre articles with labels and all other properties would be extremely helpful. I am running a Hub/Spoke setup for 3 brands (multi brand doesn't do it for us yet) and every time I create an article I need do it 3 times.

    7
  • David Dewey
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    Being able to duplicate help centre content to sub-brand help centres would be incredibly helpful.  

    6
  • AdamFronteras
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    we have about 100+ documents that we need to copy from one brand to another 

    6
  • Nancy
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    would be hugely helpful!

    5
  • Mandy
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    I have about 50+ brands to create help centers for this month. Being able to duplicate content across all brands would be SUPER useful.

    5
  • Mike Brosius
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    This is very much needed, also if we could copy and duplicate whole help center as well 

    5
  • Kay
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    Dear all above,

    We're actually investigating this functionality for several Zendesk customers.

    What if we joined forces (financially) and created an app to make copying/syncing between two or more Help Center's possible. How much would you consider investing in this app, based on a monthly price (in order to keep the app up-to-date)?

    Please let us know,

    Kay

    4
  • Larry Barker
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    I can't imagine using a partner or 3rd party product for this.  It should be as easy as a checkbox, dropdown duplicate/delete/move, etc.  bonkers.

    4
  • Darcy Fitzpatrick
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    I realize this isn't a super productive comment but I'm just getting a little tired of running into a basic need in ZD Guide and then finding a multi-page, years-old thread of users like me crying out for it and being told it's coming soon.

    4
  • Jeremy Robinson
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    This would be really helpful to be able to copy/clone articles. I want to be able to follow the format from a previous article (headers, paragraphs, image sizing references in the source code, etc.) rather than having to enter content from an external source, then format to fit the styles and needs of our help center. It would be A LOT EASIER to copy/clone an article or even have a saved Template that I could choose from a menu to populate formatting for the majority of the article then allow me to solely focus on content.

    For this reason, I don't care as much about reusable content, I care about templating and following format without having to reinvent the wheel or add an extra 30 minutes going back and forth between articles to see how formatting was done to ensure it's consistent (doing a revamp and addressing the ad hoc mentality we had prior to my arrival and other business changes, this generates a lot of time waste to update articles where a template would have done wonders and saved lots of time). 

    4
  • Timothy Curtin
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    Agree with this one, hope its on the radar. 

    3
  • Jean Jimbo
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    This would also be helpful if you're editing an existing article especially when anticipating that the article will change multiple times before it's finalised. It's a right pain that an article can't be drafted while the current version is live. 

    3
  • Antonio Naddeo
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    +1 for multi-brand customers!

    If you manage manage multiple brands, you have articles that obviously overlap across your brands, so it makes total sense to be able to duplicate easily an article in another brand help center. Thanks

     

     

    3
  • Larry Barker
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    Such a basic feature.  Surprised we can't do it.   Add me to the list of those wanting it.

    3
  • Dawn
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    We also have multiple brands and would love to be able to copy articles between multiple Help Centers.

    3
  • Marylou Scott-Smith
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    It's crazy that we can't do this.  We have more than 100 articles for each of our four brands.  Zendesk really needs to get this on their roadmap!

    3
  • Robert Boehm
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    Hello,

    we have just started using Zendesk and now implementing Guide. I was really surprised that the copy functionality of articles is not available after so long time requested.

    Would be cool if Zendesk can give an update to their plans in this and a possible estimation when we can get such an option.

    Although I do appreciate the effort of Team Combidesk, we do expect such a native option from the application provider and software vendor.

    A roadmap schedule would be good.

    Thanks

    Robert

     

    3
  • Ryan McGrew
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    Hey All,

    This is definitely something we're working toward, but it's a path that includes a few other features along the way.

    The first thing we need to do is rebuild how permissions work in Guide. This work began in earnest in Q1 2018. Today they are set at the section level and we are working to migrate these to the article. You can see that we currently have an EAP of the new management permissions available. We are gathering customer feedback on the experience now. We will then be working on updating view permissions for articles, again moving from the section level to articles.This is important because putting an article in 2 different sections with differing permission would be impossible. We're hoping to have all of this work completed by early Q4 2018.  

    Once we've rebuilt permissions, we're working on deeper, more flexible hierarchy. This will allow for sections within sections. We're hoping to have an EAP available for this in Q4 2018. 

    From there we expect to begin work on this feature which allow you to place an article in more than one section in Q1 2019.

    We are fully aware of the use cases, have done customer research into the problem and are working on design concepts now that we'll be testing along the way. These are all very core parts of Guide platform and require us to be fully backward compatible as we move into the new world. It's a lot of heavy lifting and careful planning. To that end, we are making a significant investment over the next 9 months to rebuild these parts of the product so that we can support these very important features for our customers. We have a team of engineers and a product manager just dedicated to these features.

    I hope this helps shed some light into our progress and how we're tracking to where we want to be.

    3
  • Nicole - Community Manager
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    Hi Darcy - 

    Thanks for sharing your feedback. We understand the frustration, and realize that knowing something is coming is small consolation for having to wait for a long time to get it. 

    Communication in the Product Feedback topics has been sub-par for a long time, and we're taking several steps to improve it, in the way we organize things in the community, the expectations we set for our users and the way that we take in, process, and implement feedback internally and then communicate it back out to our users. 

    To appropriately set expectations, requests posted in the forums are by no means guaranteed to be built. Those with a high level of engagement (a lot of comments and votes) will typically get reviewed by a product manager, and then will be evaluated to see if it fits with the rest of the vision for the product and, if so, where in the next 12-18 months it might fit into the roadmap. Sometimes there's something we see a strong need for, but it doesn't fit with the other things in process, or there's something else we need to build first, so it gets delayed several dev cycles. Sometimes, it gets on the roadmap, and then pushed back off as something more business critical must be dealt with first. 

    This is one of those cases; there were several other things that had to be created before this could be implemented in order for it to work. Ryan has posted about that and we've tried to be clear about the process, letting users know just a few months ago where things were at. 

    Development for a major piece of functionality like this takes time. But we do hear you, we do appreciate your participation, and the team is doing everything they can to get these things out the door as soon as they can. 

    3
  • Nicole - Community Manager
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    Hi all - I'm trying to get an update from the product team. Thanks for your patience. 

    3
  • Jennifer Friday
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    We have clients that need their own branded sites too - this capability would be huge for us!

    2
  • Krux Digital
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    +1 for this.

    Use case would be: articles that are added to sections permissioned to specific organizations.  

    Or to solve for that, allow for org view permissioning at an article level.

    2
  • Antonio Naddeo
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    Doing this with a partner is ridiculously expensive and if we want to do it manually is a lot of time for Customer Service. I have more than 100 articles and 3 brands. Super important.

    2
  • Nikolaus Kaiser
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    This feature would be of HUGE value to me. At the moment I'm managing 9 brands, and there is an incredible amount of manual duplication and copying that I need to do. Not to mention it's almost impossible to have accurate version control. Any updates, Product Managers?

    2
  • Nina Rogers
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    Adding my vote for this one. The ability to clone articles would be very helpful!

    2
  • Ross Newton
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    Ah yes, another obvious missing feature from Zendesk Guide.  With TWO YEARS of customer comments asking for the feature.  What's the status on this?

    Why would you not have such a basic feature!?

    I just wrote a 10-article tutorial and I need to duplicate and only change a few keywords in each article.  This is now going to be way more work cutting and pasting.

    2
  • Leandro Meinhardt
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    Agree, this is a very desirable feature! Having multi-brands with similar (to not say identical) solutions, and losing any image during copy/paste is a very manual labor. Another vote for this feature. 

    2
  • Grace Putman
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    Is this still planned for Q3?

    2
  • Monica Sanchez
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    My team and I were just discussing how great a clone function for help articles would be! Looking forward to this being added in the future, it will save us a lot of work!

    2

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