Multi-Level Community Forums

Not planned

65 Comments

  • Official comment
    Kasper Sørensen
    Zendesk Product Manager

    Hi everyone,

    I wanted to provide an update here as I see there are some asks that we keep you better in the loop. So to be brutally honest, this exact feature is NOT in the 9-month roadmap (which is our roadmap planning horizon basically). We are however going to be working on some tangentical features that may be of interest:

    1. We will be adding Content Tags, which is going to be a user-facing tagging system where content of many types (incl. community posts) can be related/grouped/marked with the same tag. You will be able to search, navigate and filter using such tags. I believe this alleviates the need for sub-topics since it gives you even more ways to relate content.
    2. We are also investing in better theme customization capabilities. For example, we  will offer custom pages and better SDKs for building pages. There is an existing workaround described in this thread around how to visually lay out the topics in groups. With better theme customization capabilities you can also group them into pages.

    With all this in mind, I'm gonna mark this post as "Not planned", just to set expectations. This is not to say that we will never touch it, but right now we are investing in other areas of the product that we also think work to the benefit of solving the underlying issues behind this feature request.

  • Steph Silver

    Re: Good news! Development has resumed on the community platform, and this is one of the features that the team is considering. 

    It's a Christmas miracle!!  

    3
  • Oscar Junker

    Hey Zunaira!

    This is something we are actively looking at - would be interested in hearing about your custom solution for this.

    To everyone else looking at the thread, please continue upvoting and commenting if this is something you are interested in - I am looking at these threads. 

    3
  • Joelle Waksman

    +1!

    Our biggest struggle right now is attempting to engage the community in addition to our Idea Portal. Our idea portal lives technically as a community topic, however because of this limitation, feedback on all parts of our product are limited to one space and the lack of tags makes it very difficult to keep track of and glean good data from.

    Being able to great sub-topics would specifically allow us to do the following:

    Community page with 5 topics:

    Community guidelines, What's New, Q+A, User Tips and Ideas --> a user clicks on ideas and there are another group of subtopics that allow them to give us feedback/ideas regarding a specific topic/purpose within our software. 

    We need this badly!!!! Looking at other idea portal options and we don't want to have to do that! 

     

     

     

    2
  • Ed Giansante

    Or

     

    Topic

     - Sub-topic

        - Posts

    1
  • Jennifer Robichaux

    I second that @Ed

    We're working on migrating our content over to the Help Center and we are very disappointed with the limitations of the Community forums.  Our goal is to provide a robust Community for our customers to self-help.  However, with such limited means of organizing the Community Forums, it will be much harder for our customers to interact with each other and our agents.

    1
  • Jeanette

    Agreed - I feel like this is absolutely needed for anyone who has multiple products or services.  I actually like to point out Zendesk's support Community as a place where this is drastically needed.  It's difficult to filter out "Help Center" information versus "Zendesk Ticketing System" information.  Wouldn't it be nice to have topics for those and then subtopics with relevant information? :P

    1
  • Heather Rommel
    Community Moderator
    The Product Manager Whisperer - 2021

    I'd like to ask that we also get a way to rearrange content more easily. Right now if I have to rearrange content, it's one by one, article by article. No inline editing from a list view or something? No mass update possibility? Need!

    1
  • Ashli Baldwin

    We'd like the ability to nest topics too!

    Parent Topic

       - sub-topic

            -posts

       - sub-topic

            -posts

    We have a diverse user-base, and this would help organize discussion threads among the different use cases.

    1
  • Steph Silver

    This is something we would love to see -- I echo Michael's sentiment that this would help the user gain so much more value from the Community, as well as help our Product Managers sort through feedback in a more organized fashion. 

    We would potentially be willing to pay for this development on a custom basis; perhaps other customers would also be excited to "crowd-fund" this feature together. 

    1
  • Zunaira Elahi

    We've recently started dev work on our forum and require this feature. At the moment there's no way to do this and we've found a hack around it. But going forward the hack will have to be replaced with a good permanent solution. Hope that this feature is developed and quickly too.

    Thanks!

    1
  • Justin Federico

    @Zunaira

    If you don't mind me asking, what was your workaround?

    1
  • Nicole Saunders
    Zendesk Community Manager

    Hi Magnus - 

    Additional levels for the community haven't been developed yet. As far as the tabbing and grouping on our own community topics page, those are all theme customizations. While they aren't available out of the box or as a downloadable theme, our engineering team did write a couple of posts on how they went about implementing it here: 

    Introduction to how we did Zendesk's Help Center theme customization

    Zendesk's Help Center theme customization, part 1: How we use Zendesk features

    Zendesk's Help Center theme customization, part 2: How we use open source tools

    I hope that helps, but let us know if you have additional questions!

    1
  • Robyn Casanova

    My company is new to the Zendesk suite and while we appreciate the availability of Community as a service, it lacks modern features, i.e., nesting of topics, this would make the product that much better.

    Topic > Sub-Topic > PostTopic > Sub-Topic > Sub-Topic > Post  are common themes among many, if not all, Forum platforms. 

    Please, Zendesk make this available soon!

     

    1
  • Maggie St.Clair

    We would really benefit from being able to add additional tiers to our community forums. It is way too limited to only have topics and posts and some of our topics are getting really junked up due to this. 

    1
  • Geosley Andrades

    Zendesk Team - Is the feature of having a Sub category under a Main Category rolled out. Could you point me to the article which can assist me do the same.

    1
  • Kaitlyn Masseo

    This would be extremely helpful as we are looking to launch our community space soon. It is not ideal to have what we would like to use as sub-topics as their own higher-level topics. Excited for this feature - any insight on when we can expect this to be live? 

    1
  • Alex Duffey

    Why is this not a thing yet after 6 years? Can we please get an update on when a sub-topic layer will be added to the community. It should be super simple since you already have the technology with the Guide.

    Topic > Sub-topic > Post.

    1
  • Catherine Dall

    Agree, this thread has been 7 years in the making so the demand for this functionality is obvious. Can we have an update please?

    1
  • Nikolaus Kaiser

    +1 Alex and Catherine.

    The ball has really been dropped with this one.

    1
  • hindpathan

    Absolutely agree with this. It's likely not a blocker for us to go live with Help Center but it's disappointing to know how limited we are in terms of organization at the moment. Hope this makes it in to a release soon.

    1
  • Matt Gargula - Supervisor

    @...

    You mentioned: "So to be brutally honest, this exact feature is NOT in the 9-month roadmap (which is our roadmap planning horizon basically)."

     

    When will it be implemented? So we can all have some sort of measurable expectation? I understand this request has been posted for many years at this point and seemingly without any action. Can you offer some insight as to when we should expect it to be implemented?

    1
  • Amy Ogborn

    +1  for this feature, would be incredibly useful and actually make the community far more easy to navigate and therefore more users will engage.  

    1
  • 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
  • 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
  • Jennifer Robichaux

    I second that @Ed

    We're working on migrating our content over to the Help Center and we are very disappointed with the limitations of the Community forums.  Our goal is to provide a robust Community for our customers to self-help.  However, with such limited means of organizing the Community Forums, it will be much harder for our customers to interact with each other and our agents.

    0
  • Adam Pepper

    We have the same requirement.

    Our use case is that we have sets of related topics:

    • our customer base is diverse. So that users can easily exchange tips with people in similar organisations or roles, we have different topics for some of our main types of user. It would be great to be able to collect these together.

    • there are a number of third party products with which we integrate, or plan to soon. Each of these has its own topic in which features are discussed and requested, and it would be great to group all the integrations together.

    0
  • Paul Tarling

    Absolutely agree with this. It's likely not a blocker for us to go live with Help Center but it's disappointing to know how limited we are in terms of organisation at the moment. Hope this makes it in to a release soon.

    0
  • Marc Amphlett

    As a platform provider with significant feature sets only having the ability to segregate ultimately by product/technology type only is going to make managing community based support difficult indeed.

     

    Subject matter experts in our company would subscribe to certain areas of a large product whereas if they can only follow the wider product they may not be so keen. Worse still they may subscribe but begin to ignore the alerts because of the noise generated.

    0
  • Christian Colding

    Hi Heather,

    Great suggestion, although not strictly related to this thread which is mainly about community and adding more levels. To be sure that others see your feedback, I would recommend to add your feedback to one of these discussions which also touch on management of articles:

    https://support.zendesk.com/hc/communities/public/posts/203450326-Improved-management-of-help-center-content?locale=en-us

    https://support.zendesk.com/hc/communities/public/posts/203444836-Dashboard-for-live-Help-Center-articles

    If they don't exactly touch on the same as you, I would recommend you to create a new post so others can comment and vote on it.

    0

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