James Vanslette

Hi Christian,

We've been Zendesk customers for a long time now. This is the ONLY post I follow. As a Product Manager, I understand you need to know the use case and rationale to design and implement the correct feature. But in this particular thread, surely by now, after all the years, you have enough use cases and customer "asks" to know your customers want and "need" the ability to repost the same articles in different sections. And if the content could be linked so that a change in one article, also is rendered in the duplicate article.

Sure, there are workarounds. We use them. But this does not necessarily resolve the issue.

I also understand it may introduce errors, such as unwanted, or multiple search results, breadcrumb issues, and handling access restrictions, as well as category/section limitations.

And specifically, you said you want it to be a features that is sustainable and meeting all customer needs.

• You won't be able to meet all customer needs. But you can see, there are  "many" unmet customer needs with this feature now. 
• Being sustainable? Sure, but as the system is now, it is not sustainable as this is why it is so difficult for Zendesk to add this feature today. 

As I see it, Zendesk puts out updates all the time. In fact, I see notices for an update for Help Center for April 4, 2017...so changes are possible. In fact, if Zendesk doesn't change with the times, your customers will.

I would suggest you develop some form of incremental feature, rather than wait until you hear every possible use case, design for every customer need, and then shelf the project because the T-shirt development cycle size is too large! :o)

I like Zendesk...even with all the quirks, but this customer "ask" is more than a quirk, and your customers are saying it all over this thread.

 

 

Interestingly, there is a "Planned" button shown on the very first post in this topic. I wonder how many customers Zendesk loses because it cannot support a basic feature of a CMS...

Then again, search and replace is a basic feature too. Maybe that is better starting point. :o)

Adding the same article to multiple Sections in HelpCenter is "a priority" if you look back at what Zendesk customers are saying in this thread, and the thread for sharing posts in multiple forums. 

When we signed up for Zendesk last month, we were told that "many new features are coming out in the "new" release planned for later this year."

Can you let us know if "this" feature is in that "plan?"

To me, this is not a feature, it's a bug! :o)