Knowledge Article Templates

Hello everyone, I want to reiterate Katarzyna’s response and thank you for your engagement and expressing interest in the feature area. Not having the features you wish you see at Zendesk prioritized is an understandably frustrating experience. 

I understand how our recent updates about this feature not being prioritized might have caused frustration because we didn't reference our guidelines in this post. Product feedback that is provided in this space is not guaranteed to be included on any product backlog or roadmaps. While we listen and read every piece of feedback that comes through this forum, in some instances, our product teams need to make the tough decision to work in a direction that is not aligned with a particular piece of feedback. This Community forum is simply for sharing your challenges and how you use the product, but it is not a case/resolution system.

Also, per our guidelines and code of conduct, I want to remind folks that we expect all community members to adhere to respectful discourse in this space. Feedback and constructive criticism are welcome. Disparaging, harassing, mean, or snarky remarks about Zendesk, its employees, vendors, partners, or other community members will not be tolerated.

The most recent update from our product team remains our official response to this feature request: we understand the validity of this request however we are not prioritizing this feature at this time. We understand that this decision may be disappointing to those who are interested in this feature.

At this time we are going to close this post for comment since we have the information and interest needed should we ever prioritize this in the future. 

If you are interested in learning more about the future of Zendesk products, please visit the  What’s New page which is updated on a monthly basis.

We value your feedback and business, and we look forward to our continued partnership.

Happy New Year, everyone. 
It is coming up 5 years on this thread - I'm adding my +1 on this feature and look forward to getting notified about the solution in 2034.

Meagan Jenkins we  have the same problem with the way zendesk is currently laid out. We use a tool https://gathercontent.com/blog/the-importance-of-content-workflows to create a template that is applied automatically for teams to use and make sure that they follow proper guidelines etc. 

+1 for needing templates in Guide itself. 

We are working on "democratizing" our Help Center content and allowing folks from CS, tech support, implementations, professional services, etc to write content. However, they're not documentation writers by trade, so they need templates to help guide the creation of their content. Right now, we're trying to manage it by using a Google doc with the template that they can copy and use for their first draft and then paste all that into Guide. It would be so much easier if they could just select a template when they go to create a new article instead. 

Hi,

This initial request has been done almost 6 years ago. Since you already have the article template possibility in the Knowledge Capture app, implementing this in Guide should be a small task for a developer to do.

Having the template available in guide would help our content creators save time, by not having to copy paste article structures from other articles. It would also help us in ensuring a better level of quality assurance.  

I would also be interested in seeing a roadmap for Zendesk Guide, as it was requested in other threads here, but never given to requestors. Does a roadmap for this part of your product even exist, if you are unable to provide the documentation to your customers? Katarzyna Karpinska

This feature is soooo important and so easy to implement. Please, Zendesk

Katarzyna Karpinska
Not trying to be negative here but Zendesk comments yours included, bring a hand full of nothing.
You just made a nice comment that solves no problems that Zendesk users have.
Zendesk used to have the ability to transfer content to the knowledge templates and removed it.
Why when a user starts an article he can not pick an existing template? Does that make any sense to you Katarzyna? From a UI and UX perspective, does that make any sense? I don't think so.
Grab a group of Zendesk users and have a monthly discussion about what we really need and not what it might be COOL  to have. That way Zendesk might be able to retain more customers...

Hi All, 

Thank you for sharing your feedback and your frustration. I am reading it all and can I'm taking it under consideration when I'm prioritizing work for my teams. As much as I'd like to fulfill every customer request, I must make tough choices when deciding the order of features we are committing to. 

For the last couple of years, our main focus in knowledge management is:

• providing tools for better content creation like a better editor, easier management of images and attachments, and advanced HTML components 
• content reusability: content blocks and article multiplacement (which is particularly long-lived request)

As well as keeping our systems compliant, secure, and reliable. We still have a lot of work in these areas before we can consider the commitments to our customers fulfilled. Therefore as much as I'd like to provide you with a better update I can't say now when we'll work on Article Templates. 

Maring yes! The product board roadmap was published for the purpose of gathering feedback. I'm working on publishing its replacement now and I hope to share it with the rest of my product organization. 

Carmen Reilly such an obvious feature that actually used to be available was removed.
Zendesk does not listen to the customers, which is very disappointing because that feature, in particular, enables the business. I guess we need to keep copying and pasting enabling carpal tunnel...