Mic Sanderson

I didn't have this problem with Dynamics, but that was at a large organisation with someone in house configuring it; Dynamics is as such that with the right amount of resource and talent it's endlessly configurable, but as a result very costly. 

I also didn't have this problem in Parature, but that's been bought out by MSFT and wrapped into Dynamics. Those are the only others I've attempted it with personally. 

Even more frustrating is that having now filled in the survey, the survey isn't about reusing articles, or linking the same article in multiple places, but reusing words and phrases across multiple articles. I can see that's obvious now I've re-read the post above, but it's incredibly frustrating that you're researching this and not tackling the request that's been in place for 7 years!

 

Hi all, 

I'm new to Zendesk within the organisation that I'm in presently, having used various other solutions in the past. 

It's disappointing that something with so many votes and requests has been in the pipeline for 7+ years and seems such a basic principal. All we're asking is for the article to be a single point of truth and be linked in multiple places. 

In the short term I'm going to have to do what others have done and duplicate the article so that the user experience is correct, but this means maintaining separate lists of articles that are duplicated, and updating them all when a slight change is needed. 

We're also not a guide enterprise customer, and for such basic functionality I'm surprised we'd need to upgrade. 

I'll go ahead and complete the form now. 

Mic