Allow articles to be posted to multiple sections

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327 Commentaires

  • Jessica Barfield
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    I've been watching these types of threads for quite some time. I have to say I am utterly disappointed in ZenDesk and their short-sighted attitude on this specific subject. I currently work for a small company, but our Help Center is growing exponentially on a daily basis. Because of this there are articles that need to be displayed in multiple areas without requiring me to remake them. This is a huge no-no. I shouldn't have to duplicate my work in order to work around the short-comings of the platform I'm using. 

     

    The most recent release of the Guide Feature was utterly useless. It hasn't assisted me in managing my help center in the slightest. What people really want and need has been systematically and historically ignored. I find this to be an stunted business approach and would strongly urge ZenDesk to reevaluate their priorities. 

     

    This is a feature that many of us NEED. It's not a want. 

     

    Furthermore, the way we've been led on for years about this feature is unbecoming. It is either something that will be done or will not. I think many of us would appreciate a direct yes or no instead of the generic roadmap answer. 

     

    Please, please give us what we need. 

    13
  • emily
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    Yes, this would be very helpful! We'd like the same functionality (articles can be republished in different categories in the knowledge base). Ideally, there's one parent article and you can pick the other locations where it shows up, that way you only have to edit it in one place etc...

    12
  • Cheryl Wetherington
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    +1 for us on multiple forums. Our support documents often overlap into multiple areas. At the moment, I'm creating duplicates when needed, but it would be really nice to be able to specify which forum(s) articles should appear in. This would make updating SO much easier. Also easier on the customers who perform a search, and end up with 2 or more of the same articles returned on the search.

    11
  • Brad Harris
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    @Bogdan - Can it PLEASE not be just in Guide Enterprise? This is something we've all been asking for for over 6 years now.

    This could work like how reusing Forms in all/some Brands works now. Or which Groups can use certain Macros, etc.

    11
  • Annie Ashenfelter
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    @Bogdan please add my voice along with @Brad for the "decision makers" to consider both "multiple sections" and "reusable content" for Guide Professional.

    While I understand the need to reserve certain functionality as added value in a tiered subscription model, the number of comments, and the span of time over which this feature has been repeatedly requested, suggest that it should be considered more as standard functionality and made available to a broader group of customers.

    Thank you!

    11
  • Christian Colding
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    Hi all,

    I'll gladly provide you with some updates as to our current thinking and direction.

    Let me start by acknowledging the use case. We do want to support this. So it's not currently a question of whether we want this feature or not. It is down to how to do it and when to do it.

    I have also acknowledged this in my extensive answers from May and July this year, although I understand it can be difficult to get a full picture of my thinking because I spread it out into several different comments. Oh the joy of having an ongoing conversation and the challenge of keeping up with it afterwards ;)

    How

    There are certainly different ways to do this. What we want to do is the right thing that works for all our customers. We also need to make sure that we build something that is sustainable and doesn't cause problems to other things we want to introduce into our product in the future. This was what happened when the original category/section/article tree was built. It was built in a manner that made it close to impossible for us to expand to have the article live in more than one section without significantly rebuilding it.

    A few suggestions have been mentioned here and we have definitely been through these as well. A lot of what I do is to ensure that we have explored many different options. 

    I think Peter has summarized these pretty well, so let me comment on the individual suggestions:

    Allow dynamic linking of article CONTENT so that one article is the source of truth. 

    We have investigated the same thing. Currently that is not possible due to how access restrictions are built. Since access restrictions are defined on the section level, an article could have many different access restrictions if we allowed it to be published to multiple sections. This in itself would be difficult for us to calculate, because what if a user has access to one section but not the other? What should we be honouring, how can we calculate it technically and how do we make sure it's understandable both from a Manager perspective and an End-user perspective.

    If we were to link between the articles, we would have to know if the user would actually have access to the article and with our current implementation that would be a very demanding query which wouldn't scale. It would be even worse if articles could have multiple access restrictions.

    Some of you might be okay with links being visible that then wouldn't be accessible after clicking, but I have had numerous conversations with other customers who want to ensure that customers don't see something they can't access.

    Each article are unique articles, thus breadcrumbs will be through the correct category -> section

    What we've seen in conversation with other customers has been that sometimes you want the articles to be separate, sometimes you don't. For example when it comes to metrics. You might want to measure the performance of the article no matter what section it's in. You might want votes to be the same, so users voting for the article in one section also vote for it in the other section. Other times you want to split those up completely and measure each article's performance for each section it's placed in.

    It's the same when we look at article comments. You might want those comments to be the same as they address the same content rather than be split.

    I can definitely understand that you might not have that specific requirement in your organisation, but we do see this from other customers. 

    What we might do specifically for this use case is introducing a way to duplicate articles, so they could indeed be separate entities. But that obviously means that maintenance of these will be more difficult, as you would have two copies of the same content that you would have to maintain. We have already built a prototype for duplicating articles, but the way attachments was built means that we need to make some significant changes there before we can introduce the feature.

    When someone searches for some content in the article, it links to the source of truth, but display a note beside the article that this article is also in X other sections. 

    Yes, we are definitely going in that direction too. No matter what we need to have a canonical article that we link to by default. But showing that it appears in other sections would require either new components in our Curlybars theming language or changes to the breadcrumbs. But both those things are definitely in scope of what we are looking at right now, we just need to ensure we build a great experience.

    What are we planning to do?

    We are knee-deep in going through all of this with a dedicated team. Being able to publish the same articles into multiple sections is tied to two other projects: Being able to have more than 2 levels (category, section) and being able to publish the same article to multiple brands. These things are all tied together, so we need to holistically understand how they interact, before we can nail down exactly which feature to deliver first. We might deliver one before the other, simply because that is how we can technically build it in a sound manner.

     

    When

    As mentioned we now have a dedicated engineering team that is focusing on publishing content, including to multiple sections. This team is a newly created one and ensures that we get some much needed focus on this part of our product.

    Unfortunately I can't be specific about timelines yet, because we are still going through everything and making a plan for how we get this out. We need to understand if we need to migrate from the old to the new functionality, if this has any implications on our API, what consequences this has on our Curlybars theming language and what it means to our standard theme Copenhagen.

    Once we understand these things we will start to build them. Some of that work will be visible in that new features will be launched. Some of it won't be visible, because we need to do significant changes to our infrastructure to support this. As we progress we might make other decisions. We might see something that we need to attend to urgently or that there are certain tasks that we need to do before we can do publishing to multiple sections.

    As you know prediction is very difficult, especially about the future. What I can see now in the crystal ball is that you should not expect these features for at least 9 months (and it could definitely be a lot longer). There is simply too much work for us to complete in that timeframe even with a dedicated team and we still have many unknowns at this stage that could influence our timing.

    As we progress through this we'll know more and more and I'll gladly continue to provide updates, because I understand that this is causing significant pain. That is why we have started up a new team to focus on this.

    8
  • Bogdan Andrei Sturzoiu
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    Hey everybody,

    as mentioned above, we're aiming for an EAP in Q1 2019 for posting articles to multiple sections.

    8
  • Alex Clausen
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    this request has been running for five years, please act on it or reject it if you don't want to do it.
    You, Zendesk, just release re-vamped Helpcenter as "Guide" and it is still not possible.

    We are just starting to us helpcenter/guide need the to be able to publish an article in  two sections.our use-scenario is as follows

    We have a category called "Your solution". With in this category each customer organizations have their own section which is restricted to users from the specifik organization.

     

    We also have a section created per customer organizations under another category called Internalsupport. These sections are restricted to agents. In this section are internal support articles that our agents need to support the customers but we don't want the end-users to see.

     

    However we do have articles that is relevant for agents and end-user. We therefor NEED to be able to have articles listed under two or more sections with different restriction level

    7
  • Steve Niebauer
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    +1 PLEASE!!! 

    I bet it would be such an easy task to change this on the backend too. PLEASE

    6
  • Actions pour les commentaires Permalien

    How amazing is this. Originally requested in 2012, now four years later still being requested.

    And as I type this, a pop up appears to the side of this topic, from Sarah Kay, Customer Support Analyst at Zendesk that says:

    "We'd love your feedback about your experience in our Help Center. Please take a quick survey to help us help you!"

    Well, how about Analysing this?

    Knock! Knock! Zendesk. A lot of us still have heaps of respect for your great product. But when we think no one is listening, it's tempting to start looking for alternatives that offer basic functionality like what being requested here...Programmatically it would be a cinch.

    Not expecting anything to happen however, I am unfollowing this topic because all I am getting is more people like me saying the same thing and getting no answer.

    6
  • Mark Brickstock
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    For sure this needs to be core functionality!

    6
  • Andrea Beck
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    Quite disappointing that a feature, requested for 7+ years would only be offered to enterprise users. especially considering that, particularly, smaller companies, who may not have the corresponding support request volume to warrant hiring 5 support users (for enterprise to make sense). Maybe it is worth to go shopping around then (yes, Zendesk is the biggest out there, but obviously far from perfect)

    6
  • Craig Eastman
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    *BUMP* 

    5
  • Matt Petersen
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    Hi Christian,

    Thanks for the update, although it unfortunately doesn't really give us any info that we didn't already have. Just my 2 cents (and I'm sure the others here agree), the need for publishing a single article in multiple categories is much more compelling than the need for publishing a single article to multiple brands (which I haven't seen anyone in this thread mention). Even though making it possible to publish a single article to multiple brands may be easier for you to achieve, we hope that you choose to work on publishing a single article to multiple categories first instead as that is what your customers really want & need.

    5
  • Maxime Vannier
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    I was about to choose Zendesk but this topic made me think twice about it. I can't imagine myself having to copy past the same article 5 times. This feature has been asked since 2012!

    5
  • Bogdan Andrei Sturzoiu
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    Hey Brad,

    I'll make sure to share the feedback with the decision makers, it is indeed something people are concerned with.

    5
  • Marjolijn McCabe
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    We are just starting out with Zendesk Guide, but this thread is concerning. 

    7 years to change this field to allow multiple selections: 

    And no result yet, or in the foreseeable future. 

    Should we still hope or move on? 

    5
  • Michael Dennis
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    I wish I could +100 @Peter's comment.  You nailed it Peter!

    I also like @Patrick's comment on how to handle Breadcrumbs.

    I'll reiterate - We REALLY need for Articles to be able to be published in multiple Sections.

    4
  • Kirsten Flores
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    +1 on making this core functionality!

    4
  • Traci Lamm
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    Still waiting....I have changed companies and this is still not offered.

    4
  • Mic Sanderson
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    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

     

    4
  • Tracy Curtis
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    +1 for us as well

    3
  • JoAnn Bridges
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    +1 from me also.  Reusability of content is key when you have products that cross over customer segments.

    3
  • Primoz Cigler
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    Ewwww, this looks ugly. I created a gist instead here: https://gist.github.com/primozcigler/678b74c1e0262a1d4cb7

    If there is a larger demand for this I can also write more in-depth tutorial how to do it properly and cover more use cases.

    3
  • Danielle Leduc
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    +1 for this issue.

    I'm building our help centre knowledge base now, and we have a category called 'Getting Started'. It's a series of introductory articles pulled from elsewhere in the help centre. I was just assuming I would be able to link an article to multiple sections/categories, and am very disappointed that I'm not able to do this. There's no way I'm creating duplicate articles (it would create a terrible UX for search, and the 'popular articles'/'recent articles' sections. Creating link-through articles is not a very good solution, either. Grr.

    I hope you guys tackle this next!

    3
  • Matt Petersen
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    Is there any ETA for when this functionality will be made public?

    Our company makes a number of hardware products and our Help Center is organized around product-specific categories. For us, there are many common articles that apply to multiple products, and with current functionality we have to duplicate these articles to create a new version for each additional product category. As our product line and Help Center grows this makes maintenance extremely tedious since each change has to be made multiple times for each duplicated article, and we worry that at some point this will make maintenance unfeasible for us with this particular Help Center model. Adding functionality to allow a single article to be posted in multiple categories will make the Help Center scalable and more appealing to companies with larger product lines and/or a need for a large amount of Help Center content. Please make this available to us soon!!

     

    3
  • Kelli Swygert
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    I agree Matt. Our company is in a similar position, but instead of supporting multiple hardware product lines, we support our software which has a new release every year. There are a lot of articles that are applicable to multiple software versions, but then others that are unique. It would be great if this feature was addressed.

    3
  • Daniel Oakley
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    This is a necessary feature. It is required. This feature is needed to construct a decent knowledge base. This is something that is making me (and us) reconsider using Zendesk for our new enterprise support desk deployment.

    Solve this issue with a proper rewrite of the knowledge base backend, solve this with a quick hack by writing it so that if multiple sections are selected the system automagically creates multiple articles with a flag saying "Keep this article synced with article ID 123423" on them, and the changes to any articles in the group get synced to the other articles in the group, anything, the functionality just needs to be there. Hell, if you do that second one or some other hacky solution, you can even convert it to use the proper fixed method later once the thing gets rewritten to support it! Happy faces all around!

    I know code is hard, but this is a basic feature of knowledge base systems, and is required and necessary to build a decent help center using your service.

    This and the multiple levels issue are two things where I'm honestly quite shocked that they still persist after this length of time. They may require reworking the backend, they may even require some fairly extensive reworking, but they are both necessary for any decent knowledge base system out there today. Please escalate the priority on this issue to let us help our customers in navigating our knowledge bases.

    3
  • PaulKyle
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    plus plus . Such a basic feature that was requested from the beginning of the Help Center, and Andrew Dahl said was on the "roadmap" years ago. 

    3
  • Jonathan Collins
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    I'm trying not to become disillusioned, but I posted to this ~a year ago, have been following and watching this grow and grow and have never had any commitment from ZD that this feature is ever going to come to fruition.  I'm at the point that I, regrettably,  am starting consider other options as I approach the end of my contract period.

    I love a lot of things about ZD, but for my use case, this is an enormous amount of work every time we have a software of product release.

    Hey Zendesk, should we just give up on hoping this will be developed?

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