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Multi-Level Community Forums

Not Planned
image avatar

Daniel Santoro

Posted Jun 10, 2014

We're looking to start aggressively building the community forum section of our site, but I feel we're a little bit limited in what can be accomplished off the bat. I'd love a way to add another level on the forums - for example, our Knowledge Base articles follow this format:

* Category
  * Topic
    * Article

while our communities are:

* Topic
  * Article

any way to add another level to this would allow us to split up our forum in a much neater manner - I believe I saw mention of it in Help Desk 1.0, but not in 2.0.

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65 comments

Date
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    Luke Tyhurst

    Zendesk, can we please get an update on this? It has now been 8 years after this feature has been requested and I see that we still don't have multi-level organization within the community section. This would be a significant improvement.

    1

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    Dave Dyson

    Hi Luke, 
     
    This is still not on the roadmap - Kasper's previous comments from August 2021 are the latest word on the subject. 

    -1

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    Luke Tyhurst

    @... Is there any way to add this to the roadmap? This is obviously something that is important to the Zendesk community. It is disheartening that the effort over the last 8 years hasn't lead to the improvement this post asked for. There are quite a few features I have seen lately that have not gotten picked up. As a new Zendesk user, it isn't a great look. Overall, we would love to use the Community tool, but lack of development realistically makes it hard to use/rely on.

    1

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    Dave Dyson

    Hi Luke, I hear and can understand your frustration. At the same time, I know that product teams always have to ask themselves "What's the most impactful thing my team needs to work on right now?", and that word "impactful" has a lot of layers to it -- how many customers and potential customers will this impact, how challenging will it be to build, and what's the level of impact it will have? How will if affect our ability to land and keep customers in the marketplace? Does this fit our product philosophy? And all that is true at the organizational level as well -- where do you allocate your product and engineering resources? Product managers and leadership have to make very hard decisions, because resources are always limited, and when we receive thousands of product feedback suggestions every month as we do, that inevitably means that many popular ideas will not make the cut.
     
    Feedback is a gift, and frank feedback doubly so. The more we can understand your use cases and the cost of not having the things you want, the better the decisions we can make, and we'll try to provide information when we can around what our plans are. I know all this isn't the answer you were hoping for, but I do hope it can provide some understanding. Thanks for listening.
     

    -1

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    Alex Duffey

    "I would not expect to be able to use this functionality in 2018. Our decision, for the time being, has been to prioritize our road map for Guide to focus on the areas where we have a much larger potential to improve our knowledge base functionality in the future. That means that there will be no updates for Community in the near future. For now, we are prioritizing the features in the knowledge base over other features in our system, but we reserve the right to revisit them in the future."

    8 years of clients asking for this feature is not impactful enough? Community is easily the weakest tool on the Zendesk platform and needs improvement. I am going to start recommending looking for other solutions due to the lack of support on this feature.

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