Help Center: Reusable content
Publication le 18 mars 2015
We're working on providing both per-page help content for our app, but we also want to be able to provide workflow-based documentation. To that end, I'm surprised that the Help Center doesn't allow for any reusable content.
What I'm requesting is similar to the "include" or "transclude" syntax in wikis - there's a pretty good Atlassian doc page about what I'm asking about: https://confluence.atlassian.com/display/DOC/Excerpt+Macro This same feature is available in FrameMaker as "insets", and they're really important for working with highly structured documentation.
In a single-source environment, you mark a section of text from Page A as reusable, and basically set a URL that can be called to invoke the part you've marked for re-use. When you add a reference to that content in Page B, it displays the Page A content (usually) wrapped in the Page B content.
So for example I have a Help Center topic about what to do if you lose your card. There are a couple of other situations when you'd do exactly the same thing as if you'd lost your card, so I want to mark that procedure as reusable, and include it in the help center topics for those other situations. This way if, for example, the "freeze my card" help phone number included in that process changes, I only have to update it in one place, and not go hunting across the entire help center for any reference to that number.
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33 commentaire
Officiel
Katarzyna Karpinska
Hi All,
I'm very happy to announce that we have opened a sign-up for Content Blocks EAP.
With this new feature, you’ll be able to capture things like common troubleshooting steps, rules and regulations, disclaimers, etc. as a reusable block, and then insert into multiple articles and across multiple help centers.
Documentation for content blocks is posted in the EAP discussion topic.
If you'd like to join you follow below link:
Sign up for the EAP here
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Shawna James
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Peter Cimring
Thanks, 5895537231642
Yes - that's what I was looking for :)
But I don't see that option, presumably bc we are on the Professional Plan (and not the Enterprise Plan).
Out of curiosity, who can we contact to find out more about updating our plan?
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Shawna James
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Peter Cimring
This thread is a few years old. Is reusable content now supported?
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Katarzyna Karpinska
Hi Mike Jang,
Yes we've made a progress :) We have launched this feature earlier this quarter, you can check out the announcement here.
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Mike Jang
Any progress on this? For me, the ideal would use a Git repository as the single source of truth. Standard content management systems (CMS) such as Hugo, Jekyll, Gatsby, etc. already include this feature.
If we could import pages from Git repositories, processed by the CMS of our choice, into a Zendesk article, that'd be best.
In a past job, the organization that I worked for had to move away from Zendesk because of the lack of this feature. I'm wondering if I should recommend the same for the organization that I work for now.
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Officiel
Katarzyna Karpinska
Hi All,
I'm very happy to announce that we have opened a sign-up for Content Blocks EAP.
With this new feature, you’ll be able to capture things like common troubleshooting steps, rules and regulations, disclaimers, etc. as a reusable block, and then insert into multiple articles and across multiple help centers.
Documentation for content blocks is posted in the EAP discussion topic.
If you'd like to join you follow below link:
Sign up for the EAP here
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Nicole Saunders
We'll mark the product manager's comment as the official response when they make one.
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Alejandro Colon
Nicole - Community Manager
Thank you for responding.
Is it possible for you to add that as an official response?
Sometimes, it is hard to find a Zendesk response in all of the comments on a post.
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Nicole Saunders
Hi Alejandro -
I know the product team is continuing to work on some functionality and an EAP is expected in the near future. They will provide an update here when there is something of substance to share.
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