Allow articles to be posted to multiple sections

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356 Comentarios

  • Maris Krumins

    Hello,

    As we are at the end of January 2020, are there more details available on this core request for efficient use of Guide? 

    0
  • Nicole S. - Community Manager
    Zendesk Community Team

    Hi Maris, 

    The product team is continuing development work to solve for the problems presented here, but we do not have any further details or ETAs we can provide at this time. 

    0
  • Andrea Beck

    Hi Nicole, 

    I know you are 'only' the messenger and in a really awkward position, as I am sure you can relate to our sentiments but have to distribute only the information you got. I have that problem all the time myself and it is not usually comfortable. *shock*

    Cheers, 

    Andrea

     

    PS: I would like to sign up to that 'early access program'  ;-) :-D

     

    0
  • Christoffer Lorenzen

    +1

    0
  • Tobias Hermanns

    +1

    0
  • Alejandro Colon

    Owen Skarpness

    With redirects in place, you can simply create two articles in different categories, complete with tags, then redirect one to the other. 
    You'll only need to make edits to the final landing page, while the redirected page can be blank or retain historical information.
    This has done pretty well for us to mimic the functionality of having individual articles in multiple places.

    You inspired me to create an easier to manage version of what you suggested. 

    How to Include Article in Multiple Sections

    Obviously, the best case would be for included support but this should at least help some until then. 

    0
  • Floriane Marande

    I need that too, pleeeeaaase !! :-)

    0
  • Alejandro Colon

    Nicole S. - Community Manager

    You mentioned that an EAP could be here as early 2020. Can we get an update on that?

    0
  • Thomas Soares

    +1

    0
  • Patrick Lemmer

    I scrolled through this thread, since we would really need this feature. I can also see that the feature is planned. But can anyone at least say whether it is worth waiting for it or if it makes more sense to find an alternative. I mean it has now been 8 years of waiting...

    What I also don´t understand is that this workaround https://support.zendesk.com/hc/en-us/articles/224924108-Displaying-an-article-or-section-in-multiple-sections-or-categories was available years ago. It surely can't be too difficult to implement something like it into the product.

    0
  • Catherine Michalak
    Community Moderator

    Hi Patrick Lemmer,

    Have you seen this - Content blocks EAP? And more info on how it works once you have it - here: Enabling content blocks.

    The articles describes what that will allow you to do - does that partially solve any of the issues you're facing?

    0
  • Alejandro Colon

    Patrick Lemmer

    I provided a link above but I wanted to make sure you saw it. This is a workaround to "post" an article in multiple sections without the need to duplicate the content. You would not have to adjust multiple articles anytime the original article content is changed. 

    https://support.zendesk.com/hc/en-us/community/posts/360044285373-How-to-include-Article-in-Multiple-Sections

    Would this help you out in the meantime?

    0
  • Agnes Gasparbekyan

    @...

    Do you think this will ever be implemented? :/ We need this very much

    0
  • Nicole S. - Community Manager
    Zendesk Community Team

    Hi Agnes - 

    The feature that the team has been working on around posting content in multiple places in your help center is currently in beta. You can find more information on that here: Content Blocks EAP

    0
  • Andrew Dahl

    Hi Chris,

    Unfortunately there is no update yet, other than that this is something that we definitely plan to add to Help Center when time permits. We currently have a packed roadmap with many highly requested features that we try to prioritize as best we can.

     

    -1
  • Christian Colding

    Hi James,

    I am not completely sure what you have heard, but we will not be changing this anytime soon. Unfortunately it's a rather big change as it affects everything from themes to APIs, which is why it's not something we are focusing on right now. But as mentioned before we definitely acknowledge the use case and it has pretty high priority with us, I just can't say at this point when we get around to fixing it.

    -1
  • Christian Colding

    Luise,

    Thank you for participating in this discussion. It would be great to hear more about how exactly an article fits into two different topics. If you could elaborate a bit on that, that would be great.

    Everyone,

    Thank you for providing specific use cases. It definitely helps us to understand if we are moving in the right direction. There's a lot of infrastructure work that we need to do before we'll have this feature, but we are indeed still working on it with a dedicated team.

    -1
  • Steve Wiseman

    I don't want to repeat but I specifically want to relate to Barry's comment re multibrand, variables and conditional text.

    Zendesk is a great HC but it's not trying to be a full CCMS with all functionality as used by tech writers such as variables, conditional text and reusuable text. 

    A suggested workflow for Barry would be to author in Paligo (cloud-based professional authoring tool) and then click a button to push into Zendesk. You could make your single topic that would then push into the multiple brands/articles that you need with the exact desired output. 

    This takes nothing away from Zendesk. It adds additional functionality. 

    You can get more info, and speak to me here: https://sales.contextengage.com/hc/en-us/articles/115000812229

    -1
  • Doug Begle

    IT'S NOT GOING TO HAPPEN.  IF THEY WANTED TO DO IT, THEY WOULD HAVE DONE IT A LOOOONG TIME AGO. 

    -1
  • Nicole S. - Community Manager
    Zendesk Community Team

    Hey Kristin - 

    Thanks for the feedback. The Product Team remains highly aware of this request and they're continuing to lay the groundwork for developing a solution to this problem. 

    We'll continue to update this thread as we hear more. 

    -1
  • Nicole S. - Community Manager
    Zendesk Community Team

    Hi Marjolijn and Saskia - 

    The product manager stated just a couple of days ago that this continues to be in process. We don't have an ETA yet but it is currently actively being worked on. 

    -1
  • Christian Colding

    Hi Peter,

    I can understand the confusion. We acknowledge the use case and in that sense it's planned and something we want to work on. But we don't have specific time lines at this point in time.

    -2
  • Steve Wiseman

    I have a few comments on this thread.

    1. @Sue. We have created an app to integrate Zendesk and Madcap Flare. Please see https://sales.contextengage.com/hc/en-us/articles/212287945. App is in beta but will be released soon. I honestly think the combination gives the best of both worlds - authoring and the delivery to the full support ecosystem
    2. I have been a tech writer for 20 years before becoming a Zendesk partner. The majority of the cases where customers want to use the same article in multiple areas can normally be avoided. It's not good practice. Sometimes a better HC structure and some creative thinking can avoid this use. Even if Zendesk were to allow duplicating articles, I would be recommending against it. 

      Don't forget it also makes Search less useful for a customer when the same content appears multiple times. I'm happy to help people think thru their structure to try to avoid it.

      Even when you have restricted content, I still think there is nearly always a better way than duplicated content.
    3. @Maxime. If you need to copy the same article 5 times, I really think there must be a better structure.
    4. @Jimmy. If I understood your use case properly, there is a solution to your Search request. I'd need to speak to our developers but between regular Search, Labels and coding, it's possible you can get exactly what you want. 

    If anyone wants to reach out to me, please engage chat on www.contextengage.com

    -2
  • Bogdan Andrei Sturzoiu

    Hi Kirsten,

    not 100% sure at this point but it seems like it's going to be part of a bunch of Guide Enterprise features to be launched this year - so yes.

    -2
  • Christian Colding

    Hi guys,

    First off, thanks to everyone who has provided their use cases. It definitely helps us to understand the problems you are facing, so we develop the right solution.

    Second, this is not something we are planning to add anytime soon. We acknowledge the use case, but we are simply focusing on other things at the moment. We might be able to touch on this late in the year.

    While I understand if that is not exactly the answer you were looking for, I hope I have been clear enough that it's unfortunately not coming anytime soon.

    -5
  • Brett - Community Manager
    Zendesk Community Team

    Hey Aswin,

    According to our Product Manager's response here this will be released as a Guide Enterprise feature. No further information to provide at this time but once there's an update available it will be posted here.

    Cheers!

    -8

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