Allow articles to be posted to multiple sections

Planned

411 Comments

  • Michael Collins

    Hello @...,

    I read your reply and just wanted to say thank you for taking the time to share insight into the development history and plans for the future. It's nice to have a glimpse behind the scenes, and I think we can all agree that leading the development of one of Zendesk's most critical products is bound to come with all sorts of challenges along the way. Respect to you and your entire team for championing the continued evolution of Zendesk Guide™.

    This is more of a general question. Do you happen to have a roadmap tracking URL anywhere public for review as a reference point? The Messaging product team leverages ProductBoard to share their roadmap, so I'm hoping you may have something similar for Guide. 

    Thanks!

     

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  • Kelsey Davis

    Yes thank you @... , it helps us sit a bit tighter if we know why and what's involved.

    I do hope you're able to gain more traction on this one soon :)

    Any other proactive updates as we go along would be great.

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  • Holden Hewett

    Big ol' +1

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  • Andrew Lo

    +1 on what everyone has basically already said about this. 

    It seems like this has been a request for a really long time and not much has been done about it and whatever has been done is a financial barrier. 

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  • Dawn Phelps

    Adding my +1 all around and grateful to hear it seems like it's maybe, finally, more of a potential reality at some point sooner than later. This is a big parity gap with your competition. Respect that you can't give any timelines, but any sort of proactive comms as you release milestones leading up would be helpful.

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  • Kathy

    +1 Fingers are crossed! I hope this feature comes before Fall 2021!

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  • Cailee Rye

    +1 Please create the option to repurpose articles under multiple categories. Use case for us is that we'd like to compile our best articles into a "Get Started" category while also having those articles live under their home category.

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  • Nicole Saunders
    Zendesk Community Manager

    @... -  The Messaging group is basically "beta testing" Product Board as one of the ways we can better support our product feedback discussions, but we have not rolled the same out for Guide features at this time. Glad to hear that you find that useful, though - helpful to know! 

    @... - we don't generally share ETAs, but based on Ryan's last comment about a series of releases and the work currently being done in order to enable this functionality, I would not expect this to be completed before the fall. 


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  • John Sweeney

    Hey!

    Just wanted to say a big thank you to both @... and @... and the other Zendeskers for keeping us in the loop. I'm really looking forward to this becoming a reality!

    I really appreciate the communication; I know from my own job how challenging it can be to balance frequent responses with ensuring answers are accurate - behind the scenes we spend a lot of time requesting clarifications & confirmations before an answer we've typed can go 'out the door', so to speak. It places a lot of demands on your time, but it makes such a big difference to customers. ❤️


    edit: After posting this, I happened to be looking at the search results page - working on some visual tweaks atm! 🔨 - and it occurred to me that even the logic for the breadcrumbs shown on search results would probably be updated for this. It must be quite an undertaking.

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  • Nicole Saunders
    Zendesk Community Manager

    Thanks, John! :) Glad the communication is helping. 

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  • Alex GW

    + 1 Another request for this here. I wanted to re-map our articles by product type, so using products at category level, to give our customers a better experience when browsing our knowledge base. As we will have a lot of overlapping content if doing this (which obviously many users do - bearing in mind those vocal about it probably only represent a fraction of the total) it does make it rather difficult to manage.

    Currently I have to define products in sections, under other more generic categories, so that content isnt duplicated.

    I'd like customers to choose their product first, and then look at the content under that umbrella, but i'd need to duplicate at least 50% of content at a conservative estimate for my use case.

    Await further development updates!

     

     

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  • Joshua Barnard

    How is this feature request 9 years old? I had assumed I could assign an article to multiple sections before I started using Guides. I definitely need this.

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  • Flo Pollock

    Any update on this development? It has a lot of support.

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  • Mira

    I'd still like to see this feature! 

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  • Janine Deegan

    +1 yes please! 

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  • Nicole Saunders
    Zendesk Community Manager

    Hi all - 

    This feature continues to be something the team is working toward. There are some incremental steps to be completed first, but it remains in the plans. The product manager will provide further updates as progress is made. 

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  • Erin

    Wild that this has been sitting here since 2012 and it's still marked as "planned".

    This is such a crucial feature. Is it actually on the roadmap?

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  • Nicole Saunders
    Zendesk Community Manager

    Hi Erin  - 

    The first request came in way back in 2012, but it took several years for the idea to gain enough traction and for the technological changes required to fit with our overall goals for the product. But, we finally got there, and a major step toward making this kind of functionality available rolled out recently, with the availability of Content Blocks

    The product team plans to continue expanding the capabilities related to reusable content, which is why this feature is now marked as planned. So long story short, yes, it is on the roadmap. 

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  • Darnon

    While this is great, it is enterprise only and way more complex than allowing single articles to show in multiple sections to reduce necessary duplication and effort for the customer - the original ask.  We have labels and they are not used like traditional tags to allow more flexibly and indication to the user.  Hope to see more aligned to the original ask.

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  • Amie Brennan

    Hey everyone,

    I saw a post recently on another HC post somewhere from a ZD product manager Ryan. He indicates that there is a lot of back end architecture work that needs to be changed first, before they can build out the ability of all of these simple types of features which we wish are standard functions. Zendesk have recognised the need for them, one of them being the ability to re-use articles across different sections & even help centres. 

    Zendesk are really trying to make sure the integrity of the platform is stable and has the ability to grow from there, by being able to add in more features or plugins in the future. 

    Here's to hoping that after nearly 10 years we might see this one come into fruition soon. Content blocks are the first building block for a feature request list this to be able to happen - pun intended. ;)

     

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  • Katarzyna Karpinska
    Zendesk Product Manager

    Hi Amie Brennan

    Thank you for your kind words, we hear you and we are really working hard to make the Article Multiplacement a reality. In this post, I'm sharing what we are and will be working on in Knowledge Base in Guide in near future. It contains an embedded dynamic roadmap that will be always up to date so you can always check what's happening in the area of content reusability and content creation

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