Sub-section in Knowledge Base

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192 Comentários

  • Christian Colding

    Hi Chellie,

    That is not exactly what I meant. All I am saying is that since this is basically like open brain surgery, it's not something we can easily fix. It will take time.

    1
  • Christian Colding

    All,

    I have updated my comment from December 2014. Upon reading it again and based on Chellie's comments, it was definitely causing more harm than good. I hope the updates makes it clearer.

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  • Chellie Esters

    Hi Christian,

    Thank you very much for the clarification! I think this gives the ZD community some confidence that this is being seriously explored.

    Zendesk's customers have a need to build knowledge bases in ways that will, in turn, help their customers. Offering a more flexible Help Center solution will help not just us, but also Zendesk.

    Please keep us abreast on any updates, or any focus group opportunities.

    1
  • Greg Sohl

    It has been 14 months since this was submitted and about a year since Christian Colding acknowledged the need. Can we get a timeline for implementation please? It get that it is hard and requires substantial change. Still, keep us in the loop please.

    Greg

    1
  • Corrin Duque

    We are currently maxing the functionality of our Help Center due to only 3 layers of depth.  With Category, Section, Article the content simply explodes in all directions as there is no ability to organize the articles in "nested" sub categories or sub sections.  I would vote for 5 layers.  But at least 4 would make the Help Center much more functional. Currently even our agents find it difficult to find articles.  Very difficult for our Customers.  I have added labels to each article to increase the search engine power but this has not helped.  

    Would love to hear an update on possibilities. 

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  • Corrin Duque

    Per Chellie's comment.  I work for a software company as well.  So we dug and did some major coding acrobatics to create the "illusion" of another layer as well.  We have these changes "in ice" so to speak as they do not solve the issue of the massive number of articles that result in what is still three actual layers of depth.

    Here are a couple examples planned:   

    Create hovering Table of Contents (Articles in the Section) in the left margin as ZD does here:  https://support.zendesk.com/hc/en-us/articles/203921213

    Hide the Articles from view in the Section pages and leverage the added real-estate to add MORE sections and divide up the articles into smaller groups 

    Create rules to have a Feature Updates/Highlights information scroll similar to Zen Desks "What's Happening" and "Product Updates" sections on this page:  https://support.zendesk.com/hc/en-us

    These are certainly great enhancements if you have the technology know how.  They do not solve the problem of quickly running out of depth.  We did not deploy these as we realized our KB was growing too quickly to make this more than a short term work around.

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  • Christian Colding

    Hi all,

    Unfortunately there isn't much of an update. We are currently focusing our attention on overview and workflows for articles and have launched our first initial beta to address this.

    This is still something that is difficult to fix. While we could add a few more levels, even that is complex. We would like to make sure that whatever we go with actually addresses the needs both now and going forward. Unfortunately this means that we do not see a change to the categories/section in the near term future, but as mentioned before I fully acknowledge the problems in using the existing solution and hope that we can focus on this at a later stage.

    1
  • David Moscol

    +1 for more depth in the Help Center. Is there an update on this?

    1
  • Christian Colding

    Hi Linda and everyone else,

    I'll gladly provide an update although I fear I am not the bringer of positive news. I really wish I could give you the update that this is coming very soon, but it's looking a bit more complicated than that.

    First off I want to make it clear that we completely understand the need. It really is difficult to organize your content with the two levels we have. We have the same problem when it comes to our own Help Center and I know that it has proven a challenge to our content writers, although we've so far managed to get it to work with 2 levels.

    The reason why we have yet to fix this is the sheer size of changing it. Not just in terms of engineering, but also just figuring out how we can build the right thing that works for all the use cases.

    The two levels are built into the core of Help Center. They were built in a way that makes them impossible to extend with more levels. Also, we've seen that more levels might not be the right solution. Some customers require more levels, some less and some the amount we have today. The conclusion so far is that we need something that is fully customizable so you can have any number of levels and truly build up the categorization you need.

    We also see a need for publishing the same article to multiple categories, which means that we need to find a way to make that work with search, breadcrumbs and making sure that you can measure the performance of an article across categories and within specific categories. There are plenty other things we need to tend to, those are just a few examples.

    We need to tie all these things together before we even embark on building it. We are indeed thinking about how we can achieve this, but it will be a while before we can get all the lose ends tied together.

    From there comes actually building it. Since this is built into the core it will require a lot of work to get it changed. It's not impossible, it will just be a very long project.

    So we definitely acknowledge the problem and we've started to do all the research needed to actually understand how we can change this - both product wise and engineering wise. Unfortunately the timeline is looking very long, but I wanted to be completely honest about the challenges ahead and where we are today.

    1
  • Nathan Huebner

    +1

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  • Mathijs Vermaat

    +1

    1
  • Alexandra Gifuni

    Hello! Any news on this? Our enterprise has a lot of documentation, so this would be invaluable.I have seen the workarounds, and I do not find them fantastic. 

    1
  • Alex

    Hi Zendesk - This would be a very useful addition to the system.... The knowledge base is very useful but needs greater levels, and easier linking between documents. 

    Perhaps you could possibly set up a link to Atlassian's confluence system... as that seems to work very well. 

     

     

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  • Johan

    +1 - Please make this the top priority for the help center. This would make the help center much more powerful and versatile, it would allow us to move all documentation to the help center.

    Would really appreciate an update on this when there's any news.

    1
  • Chris

    Can't agree more. Why is there a limit in organising articles in sub categories?

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  • Tony Poetz

    Thank you for the news, Benjamin! 

    1
  • Benjamin Keyser

    Well, hierarchy isn't really a standalone feature.. it's attached to permissions and sitemapping and search/content discovery... so we want to do a good job in making sure we address the right use cases, and we're making good progress. However, we're still in the design phase. I hope to wrap that up within several weeks. After that, I'll have a better idea. We're *shooting* for the first half of 2018, but obviously sooner is better... I'll keep this thread posted on timeframes.

    1
  • Benjamin Keyser

    @greg We've been collecting customer feedback over many months in a variety of ways... we've got a program here at Zendesk called "voice of the customer" whose function is to collate the feedback across many customers and prospects to give us insight, information and advice on how to proceed with the feature.

    However, I'd be keen to get any of your feedback here directly if there are certain concepts or feature ideas you'd like us to take into consideration.

    So far, what we're focusing on (can't promise the order or delivery times, as I said)

    1. Nest subsections flexibly to as many levels as needed

    2. Add articles at any level, not just section level

    3. Place an article in more than one cat/section/subsection

    1
  • Chellie Esters

    @benjaminkeyser Thank you for this list! This is so refreshing to see!

    One feature I would like to see is to group articles by audience. I'm hand coding audiences and related articles, and it gets really messy. In this new subsection structure I would like to also have the flexibility to manage categories/sections/articles/etc. by audiences.

    Thoughts from the community?

    1
  • Chellie Esters

    @benjamin I can't link them to memberships because of our audience structure. But essentially, I'm looking to create audience groups in a similar way one can currently create a category, but at a higher level than that. Then, be able to manage what category/sections/articles relate to those audiences. A mechanism could exist for those customers who do memberships and have it show and hide, but for me I'd like to be able to manipulate my home page by audience (as an option) and then show the categories that relate to that audience.

    Here is my company's site for you to check out: https://servicechannel.zendesk.com/hc/en-us

    All of this is hard coded + ZD APIs that barely work.

    1
  • Benjamin Keyser

    Thanks both for the information here... I think we're all on the same page. Flexible levels would solve a ton of different use cases, including the audience case you're doing @Chellie... 

    I love the snippet idea... I'll have to think more about that!

     

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  • Kfortin

    I read somewhere (I can't find it now) where someone used Curlybars to add a sub-section in their helpcenter.  Does anyone have the code to do so?

     

    Thank you,

    Kathryn

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  • Jenna G.

    @benjamin Any ETA for this update? Thanks!

    1
  • Greg Sohl

    I see Benjamin reposted that the "design work (is) nearly completed".

    Out of curiosity, has anyone on this thread been contacted to discuss the design or their specific desires for this?

    I haven't seen any questions from the team doing the design posted here either. They must already know what the customers want.

    1
  • Nicole S. - Community Manager
    Zendesk Community Team

    Hi Yelena - 

    It's currently in the works, but we have not been given an ETA. I would expect that to mean within the year but timelines change with some frequency. 

    1
  • Nicole S. - Community Manager
    Zendesk Community Team

    Hey Gediminas - 

    We don't have that information available yet. We'll give you an update when we do. 

    1
  • Andrew

    Hi Nicole,

    Definitely excited to know Sub-Categories are on their way! We were curious if this or any new developments to Zendesk would ever be available in a beta phase for users or would we see features like this roll out in an update to the platform?    

    1
  • Mike Hamilton

    +1 

    Hoping we can get a 4 tier structure soon.

    In the meantime, anyone got good workarounds? 

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  • Katie Dahill

    Agree with Jacob - can't wait for the sub-section feature! 

     

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  • Harron Griffin

    Happy to see there is a plan for this to be ready soon! Our users are really looking forward to this new feature. As of now we are a bit limited in how we can structure content.

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