Share articles across multiple brand accounts
PlanifiéeWe handle a few different brands via Zendesk through different Zendesk accounts. The product/service offered by the different brands is the exact same. Due to the similarities, we often have same exact articles/FAQs across the different brands with only the brand names changed.
Currently, this requires us to create separate articles and keep them updated separately. As a step 1 improvement, it would be very convenient to have the ability to share articles across our Zendesk accounts.
2: Updating article in one account (main hub) and having the ability to sync the changes across other Zendesk accounts would also be helpful.
3: Being able to identify the "brand name" within the article and dynamically change the brand name when an article is posted across different Zendesk accounts.
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Hi everyone,
We are doing research around various customer needs related to how they might user variables (sometimes called placeholders) in Guide Content. Specifically we'd like to hear more about how you and your organisation would use features like: Frequently used names, contextual information, placeholders and formatted snippets, inline images, etc.
If you're interested in this research and would like to share your opinion, please fill out this form.
Guide team.
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Hi everyone,
since we are using multiple Brands, that have overlapping content (right now, ~700 articles in 17 languages), we are really hoping, that this feature will come in future.
More and more departments will join Zendesk and would like to use the help center with existing content.
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Would very much like this feature - we have a lot of overlapping content between brands but we also have an umbrella brand which should also be able to have all the content available there as well.
There's a lot of duplicated work which lowers efficiency but also hard to maintain accuracy. Thanks
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Hi everyone,
we are trying to get some things clarified around article multi-placement and understand customers expectations around placing the same article in multiple sections in the same brand or across different brands.
Here is the link to the survey.
This survey should take 5-7 minutes to complete and will be helping inform our product development on this area.
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Hi everyone,
we are trying to get some things clarified around article multi-placement and understand customers expectations around placing the same article in multiple sections in the same brand or across different brands.
Here is the link to the survey.
This survey should take 5-7 minutes to complete and will be helping inform our product development on this area.
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⚠️ Please add the ability to create multi-brand sections and multi-brand articles ⚠️
We have 3 brands and 3 branded help centres, 80% of the content of the 3 brands is exactly the same. If we need to make a change to 1 of the articles that is identical across the 3 brands, we have to make the edits 3 times. This makes the maintenance of the content of our help centres difficult, so difficult we are considering keep just one brand help center and use sections to be able to display the content that is unique to one brand. However this approach is terrible.
In order to keep the 3 branded help center, to maintain the shared content easily without having to change an article 3 times, and to be able to create content that is unique to one single brand, what is the latest around the ability to have multi-brand guide articles and multi-brand sections?
Make multi-brand great again!
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What's the update on this?
We have 4 global brands, which have 95% of the same requirements for support and articles.
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We also do need exactly what the post creator wrote. How is the status for this today? It has been a while... best regards
Holger
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I see the updated post from Leah Hughes about a year ago indicating there was going to be an early access program for this with links (pinned as the first article) which is great. But when I try to access the links or request access to EAP to the second link, I get an access denied. Is there an update on the status of this EAP or info on what's intended to be developed that I could get insight into? Thank you & kind regards.
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Hi Brian Kneebone,
The EAP mentioned in that comment was the Content Blocks EAP. As this feature is already available for the Enterprise customer the EAP is already closed.
Content blocks enable you to create content that you can share between multiple articles. This is useful for content such as disclaimers or boilerplate text that you only want to create once, maintain centrally, and reuse in multiple places. It is not however the best match for the case of creating and maintaining one article that is placed in multiple categories, sections, and brands. For that we are planning a different feature called Article Multiplacement.
If you are curious about our Knowledge Management roadmap, check out this post.
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