Allow articles to be posted to multiple sections

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356 Comentarios

  • Marzia Mura

    Any news on this feature? 

    Could you please implement this?!

    1
  • Kristin Sours

    I'm unsure why this isn't a function because I can't think of any business where this wouldn't come in handy.  For us, we have an online subscription and our support guide is made up of 6 categories.  Each category or "help topic" has sections that would have the same answer as another one...the problem is we don't always know how our clients are going to start searching for that answer.

    While it might seem like our "Getting Started" page is the best place to find our template, someone else might start with our "Maximizing your Subscription" page instead (as an example)  The fact that I can't put 1 article in more than 1 place seems almost strange to me.  Is there anyone who doesn't need this? 

    It also doesn't seem like it should be a hard thing to allow but I'm not going to pretend that I understand.  I'm loving your product so far but this is very limiting.

    THIS IS A #1 for us and PLEASE DO THIS ASAP!!!!!

    1
  • Thomas Augustine

    Add my vote for this feature. We just started into ZenDesk from SalesForce and are starting to realize the things ZD doesn't have that SFDC does, and this is one of them.

    1
  • Nicole S. - Community Manager
    Zendesk Community Team

    Thanks Thomas. The Guide team is working on several issues around publishing this year, and this request is high on the radar. 

    1
  • 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... 

    1
  • Owen Skarpness

    To any new commenters on this thread, though it isn't an ideal solution, redirecting articles works as a nearly equivalent workaround. This article describes the process for "deleted" help center articles, but works identically for active ones: https://support.zendesk.com/hc/en-us/articles/217958367-Redirecting-traffic-from-deleted-Help-Center-articles

    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 landing page, and 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.

    1
  • Nicole S. - Community Manager
    Zendesk Community Team

    Hi Dave and Andrew - 

    As I mentioned in my comment on April 23, this functionality is currently in development. We will continue posting updates as things progress, but the rough ETA (with the caveat that timelines change and this is no guarantee) is that it will begin to be rolled out by the end of this year. 

    1
  • Rich Andersen

    + 1.

    We have 6 main groups of customers and many articles that are applicable to multiple categories.

    1
  • Heather Rommel
    Community Moderator

    Awesome, thanks Bogdan!

    1
  • Liz

    Excellent! This is great to hear.

    1
  • Chris Plapp

    +1

    1
  • Jacky Feng

    +1

     

    1
  • Joe Claudel

    +1 

    We are currently working on redesigning our help center and this is exactly what we need in order to provide the best experience. Looking forward to its release.

    1
  • Kirsten Walton

    Any updates on where this is?  We're migrating our content and not having this feature is going to cause problems.

    1
  • Jessica Ison

    ZD Support - any update on when this feature might be available? This would be HUGE for us. Thanks!

    1
  • Thomas Joussot

    Can't wait! ;-)

    1
  • Thomas Joussot

    @Mark, haha right! Actually "first half of 2019" is close now so I really hope they will announce it soon!

    1
  • Mark Brickstock

    @Thomas Unfortunately, there have been a good few hints of potential release timeframes over the years but all have been missed, so I'm not holding my breath.

    1
  • Bogdan Andrei Sturzoiu

    Hi all,

    the team is working on this project right now, but we don't have a specific timeline at this time. We'll update the thread when we are certain we can commit to a date.

    Thanks!

    1
  • Aswin Kannan

    Is this going to be only in Guide Enterprise? What about your other customers?

    1
  • Mic Sanderson

    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!

     

    1
  • Jameson Simmons

    @Owen thanks for shining a light on this workaround. You’re right it has its limitations but it would be an improvement over the current functionality, especially for those of us who can’t migrate our organization to an alternative platform.

    I share the frustration of others in the thread, but at least now I have something to do aside from waiting for Zendesk to address this.

    1
  • Brad Harris

    According to the What's New webinar from this morning, this feature will be called "Help Center Unified Search" and they confirmed that it will be available for all plans, not just Enterprise!

    1
  • Ayal Kellman

    +1 for this. Looking forward to better updates

    1
  • Nicole S. - Community Manager
    Zendesk Community Team

    Hi Mark, 

    To clarify, as a rule we don't share ETA dates in the community. This is explained in the product feedback guidelines. We have occasionally given general ETAs such as "later this year" with the caveat that timelines are always subject to change without notice. Because the timeline on this feature has already shifted a few times, we will not be sharing any additional projections on it until we have something concrete, such as the opening of an early access program, which the team is working toward. 

    A feature related to being able to reuse content across multiple spaces in Help Center continues to be in active development. Once an early access program is available, we will announce it here. 

    1
  • Maris Krumins

    Hi Nicole, 

    Part about not giving more precise ETA is all good. However to plan if we should migrate away, can we legitimately expect this functionality to be made available in next 6 months?

    1
  • Matt Guadagnolo

    This is taking way too long to implement.....do you know how mickey mouse this makes our help centres look?

    1
  • Kevin Hess

    Please release this soon. We are piloting ZenDesk Guide (as well as ZenDesk overall), and in the midst of making a decision as to what support platform we move to. This feature would be very helpful.

    1
  • Owen Skarpness

    Re-posting this for new eyes on this thread as it's been buried in previous pages:

    This workaround creates nearly identical functionality:

    While this article describes the process for "deleted" help center articles, it works identically for active ones: https://support.zendesk.com/hc/en-us/articles/217958367-Redirecting-traffic-from-deleted-Help-Center-articles

    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.

    1
  • Rachel Clarke

    7 years ago and this many people asking and it's still not in place ? surprised to see this and not ideal as someone looking to start using zendesk 

    1

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