Malene Tidemann

@ Gui-Berlin - yes, I saw this and actually read the entire thread. I'm just hoping that if people continue to put pressure on this they will listen eventually. I know most people wouldn't spend the time on writing on such an old thread and it's probably in vain but I simply had to give it a go to let Zendesk know that it's still relevant 6 years later... 

We moved to Zendesk late last year and are now putting a lot of resources into building and structuring a knowledge base. We really like Zendesk in many ways, but posting articles in multiple sections is a must for us and we're quite disappointed to discover that this key feature is missing.

Our use case: We're a software company supporting the same product in 3 versions: a web based solution, an API version and a Windows/SQL version installed in the customer's own server environment. While some articles clearly belong to each version there are also many that fits into all. For example, there are add-on components and flows that are the same for 2 or all 3 platforms.

From the beginning we were hoping to start using Answer Bot as soon as we have enough articles in the knowledge base. However, it doesn't work well with duplicated content, so we don't want to copy-paste articles. We tried making a few separate categories with sections for features that are shared by all our platforms, but many customers naturally go searching for answers inside the category and section belonging to their version of the software and thus can't find the right articles.

On top of this, we're supporting 5 languages in our knowledge base, so if we were to copy-paste the same article into 3 sections, we would need it in 15 versions! Total nightmare to make a small update to 1 article if it has to been done in 15 places every time.

We will follow updates to this closely and also let our Zendesk consultant know how much this feature is needed.