Brit Maslin

Where can we view a product roadmap? / Whats in development?

How often are requests reviewed? 

Quick Overview: We urgently need the ability to create an article in Zendesk and publish it across multiple brands without duplicating content. This feature is critically needed by our content managers and affects our agents who provide support, as well as customers who seek help across different brand platforms. Our product offerings are expanding, leading to hundreds of articles that need to be accessible across various brands.
 

Problem Statement: Currently, without this functionality, we are forced to duplicate content manually for each brand, which is inefficient and prone to errors. Having the ability to publish articles to multiple brands would streamline our content management process and ensure consistency across our help centers.
 

Recent Impact: We are currently planning to offer one of our products to another brand, which has underscored the limitations of our current setup in Zendesk. This expansion means we are facing the prospect of having to manually duplicate hundreds of articles across different brands. Each time these articles require updates, we will have to maintain multiple versions for multiple brands. This process is not only cumbersome but also highly prone to errors, making it not scalable and potentially impacting our ability to efficiently manage and disseminate crucial information across brands.
 

Current Workaround: Currently, we manually duplicate articles for each brand in Zendesk, adjusting visibility settings and tags for each one. This process is not only time-consuming but also increases the likelihood of discrepancies in the information provided to customers across different brands.
 

Ideal Solution: The ideal solution would be a feature in Zendesk Guide that allows content managers to select multiple brands in the article’s visibility settings during the creation or editing process. This should be a simple checkbox or multi-select dropdown. Such functionality would ensure that all relevant brands receive updates simultaneously, maintaining consistency and accuracy of information while reducing workload.