192 Comentários

  • Greg Sohl
    Ações de comentário Permalink

    Travis,

    Totally concur. Issue opened over 2.5 years ago. See my last inquiry here: https://support.zendesk.com/hc/en-us/community/posts/203506356/comments/221865467, and their response here: https://support.zendesk.com/hc/en-us/community/posts/203506356/comments/222451567

    Just a very surprising lack of responsiveness for a company that has had their apparent success.

    Greg

    2
  • Jason Maynard
    Ações de comentário Permalink

    Hi everyone,

    We're here and listening, but we haven't prioritized this feature yet. The latest Guide development priorities are history view (audit log for your knowledge base), article revisions (versions and rollback), user segments (easier management of access policies), and Answer Bot (automated article suggestion). We'll keep this on the radar for upcoming priorities.

    Cheers,

    Jason

    -8
  • Daniel Oakley
    Ações de comentário Permalink

    Hi Jason,

    Thank you very much for the update, it's appreciated in cases like this where there's not so much insight into what's happening over there.

    The main issue I have with Zendesk here is that it has been quite unreliable, well-needed and honestly expected features such as this are left with no response for years on end, and it leaves us with a sense that Zendesk doesn't care and isn't developing towards what's most useful for their customers.

    I can see all the features you've mentioned above as being very useful, and can certainly see why you'd focus development on those. Now that I know that's what you're working on, I can see why this isn't being prioritised so much. If you aren't already, can I please request that you (in a more clear place at least) outline what you're prioritising in terms of development for us.

    If Zendesk provides a more clear outline of what they're working on, or otherwise a more clear (and regularly-timed) view of just the new features that get deployed, it should help reduce the feeling many of us have of "Why the fuck aren't they working on this – they're obviously not working on anything else so why isn't this being looked at?"

    Regards,

    Daniel Oakley

    3
  • Chellie Esters
    Ações de comentário Permalink

    @Jason -

    This is what I (and probably most people on this thread) do not understand: how can a feature that was requested almost 3 years ago still not be prioritized? Is it that we are not big enough clients bankrolling the feature? Is it that you all do not want to break your antiquated structure to allow more flexibility? Is it that the Help Center/Guide/Whatever is a secondary feature to your ticketing system?

    Answer Bot might be cool if I was able to actually write and section my articles the way I need it, not the way you want me to have it. Article revisions and history might be OK if I was able to create a new version of the same article in the backend while keeping the current version live, and then publish the new version when our product feature is live. And I don't even see user segments in my configuration, but I don't even need that feature. I need to segment the knowledge base in a way that fits my business needs. We're not asking for a Facebook 'dislike' button...we're asking for a way to handle our content, our way, for our business needs and audiences.

    You all had 3 years to figure out what you were going to do. This whole "We'll keep this on the radar..." bit is not good enough for this community.

    I'm using your APIs to create fake sub-sections...it's buggy as heck, slow to load, and will not load all sections when an admin user is logged in. It's a horrid workaround that is not scalable, and I'm constantly pulling our developers away from their day jobs to adjust the JS for the API calls. Other systems do what I need to do natively without API calls on our end. They have a more modern interface and doesn't force users into little rat boxes.

    The only thing keeping me is that our support group locked in a multi-year deal. Rest assured, there will be no renewal.

     

    Edit: Just so you (and the rest of the ZD community) understand, I work for a SaaS company as well. I understand the myriad of products, features, large-client requests, etc. etc. ad nauseum. Our backlog is filled with features that have been sitting around for quite some time as well. However, when our community tells us that something is desperately needed, we listen and we do our best to prioritize. There is nothing in our backlog that our community has screamed at us about that is not prioritized. We do have smaller features that are not prioritized, sure, but those are not paid attention to by the community as a whole - those are 'nice to haves' like dislike buttons.

    5
  • Samantha Flaherty
    Ações de comentário Permalink

    I agree with the sentiment above; I also feel the threads about the dashboard in Zendesk are also along the same lines. It's in the backlog for years and years (and years) and then there's a release note detailing some really "nice to have" development (answer bot? user segments? ...?). Completely appreciate the need to balance priorities and find solutions for the many customers you serve; just feels like the basics are really neglected (and makes your competitors look all the more more appealing). 

    4
  • Bob Bednarz
    Ações de comentário Permalink

    Another example of how this would be useful...We've been thoroughly developing our knowledge base over the last 6 months and we're kind of hitting a dead end with our knowledge base because of this...

    We are also a SaaS company and have two separate knowledge base pages set up for two different software products we created. One software has been growing and with that means new features, new sections, and lots of new articles..along with a rapidly growing client base. We are becoming more and more reliant utilizing something like a knowledge base to prevent increasing staff needed for training clients or answering help desk phone calls. We use ZenDesk for both support and training resources.

    I've attempted to combine sections with related features to prevent people from scrolling or using a less than desirable search (we are already using smart search). From a UI/UX perspective, it is getting increasingly harder for clients to find exactly what they are looking for when there's approaching hundreds of articles and an increasing number of sections. Our clients are not technical people or tech-savvy people. We want to continue to grow our content since we have improved our client experience through developing the content we have posted, but great content is worthless unless people can quickly and easily access it. This addition would be a huge gain for us.

    If we are experiencing this challenge and don't even market in different languages,or have as many brands as others on this thread, I can only imagine the frustration others are having. I've looked at probably a hundred different help centers for inspiration on how to make it work with adding categories and drill down from there, but that's less than ideal for what we are trying to accomplish. It may not be a priority currently due to the difficult nature of re-writing the software, but taking steps now before you continue to develop and add more features might help in the long run.

    3
  • Johan
    Ações de comentário Permalink

    +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
  • Vladan Jovic
    Ações de comentário Permalink

    Not ideal, but sometimes this could be fine in case that you want to make more clear section page with lots of articles. On this example there are "hardcoded" (editable via Dynamic content) sub-sections.

    (screenshot in higher resolution is here).
    Live demo is here.

    Code used in this case (you should change all IDs/sub-section titles if you want to replicate on your HC):

     


    $('div#section-115001960148 ul').prepend('<li class="hidenli"></li>');


    $('div#section-115001960148 ul.article-list li:first-child').nextUntil('#list-item-204725048').wrapAll('<ul></ul>').parent().wrap('<div class="sub-section-wraper"></div>').parent().prepend('<h3>Salesforce</h3>');
    $('.hidenli').remove();

    $('ul .sub-section-wraper:last-of-type').nextUntil('#list-item-221317067').wrapAll('<ul></ul>').parent().wrap('<div class="sub-section-wraper"></div>').parent().prepend('<h3>Social media</h3>');

    $('ul .sub-section-wraper:last-of-type').nextUntil('#list-item-202570058').wrapAll('<ul></ul>').parent().wrap('<div class="sub-section-wraper"></div>').parent().prepend('<h3>E-commerce</h3>');


    $('ul .sub-section-wraper:last-of-type').nextUntil('#list-item-206941987').wrapAll('<ul></ul>').parent().wrap('<div class="sub-section-wraper"></div>').parent().prepend('<h3>Web & Software Analytics</h3>');

    $('ul .sub-section-wraper:last-of-type').nextUntil('#list-item-202137603').wrapAll('<ul></ul>').parent().wrap('<div class="sub-section-wraper"></div>').parent().prepend('<h3>Email marketing</h3>');


    $('ul .sub-section-wraper:last-of-type').nextUntil('#list-item-206899357').wrapAll('<ul></ul>').parent().wrap('<div class="sub-section-wraper"></div>').parent().prepend('<h3>Cloud Platform-as-a-Service</h3>');

    $('ul .sub-section-wraper:last-of-type').nextUntil('#list-item-204607907').wrapAll('<ul></ul>').parent().wrap('<div class="sub-section-wraper"></div>').parent().prepend('<h3>Customer service</h3>');

    $('ul .sub-section-wraper:last-of-type').nextUntil().wrapAll('<ul></ul>').parent().wrap('<div class="sub-section-wraper"></div>').parent().prepend('<h3>Video sharing</h3>');

    5
  • Andrew Checkley
    Ações de comentário Permalink

    It has been a long time waiting...

    We want to put version control into our KB for example. when selecting a product you then select the version of the software you are running and then have a list of articles for that section. as it stands at the moment we have the product selection and then the list of sections within that product that lead to articles on that section all versions in one location its all very confusing for clients. We need that extra level to select the version before going through to the sections.

     

    2
  • Chris
    Ações de comentário Permalink

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

    1
  • Nadine Hattom
    Ações de comentário Permalink

    +1

    We're under a lot of pressure to find a solution for version control, which we can solve with an extra level, exactly as @Andrew Checkley describes above.

    Could we get an idea of if and when this would become possible? If we can't resolve this in the near future, we're forced to migrate to an alternative solution.

    2
  • Greg Sohl
    Ações de comentário Permalink

    @Nadine Hattom, @Andrew Checkley - While I'm very supportive of the main topic of this post, I would not use ZenDesk as a versioned document repository. I don't think it is designed for that - doesn't even lean that way. We version our documents locally using tools geared towards version control. The public version of the document goes on ZenDesk.

    0
  • Andrew Checkley
    Ações de comentário Permalink

    @Greg Sohl, I think you may have misunderstood or i was not clear enough my description its not document version control I am after. We are software provider and produce guides on the usage of the software. however we will have multiple guides for the same process but they are version specific to the software.

    For example Process 1 might apply to 4 different version of the software but the process will be different within each version so we would have 4 user guides.

     Software Item 1 (Category)

    Process 1 (section)

    Version 1.1.1(section)

    Process 1 Guide

    Version 1.1.2 (section)

    Process 1 Guide

    Version 1.1.5 (Section)

    Process 1 Guide

    Version 2 (Section)

    Process 1 Guide

     

    What we require would be achievable in many other products wiki/kb type platforms and is not uncommon.

    0
  • Acrolinx
    Ações de comentário Permalink
    0
  • Greg Sohl
    Ações de comentário Permalink

    @Andrew Checkley - Sorry for my misunderstanding. Sounds like you want to use it in much the same way as I, and the dozens of others here, want to.

    This user enhancement request reminds me of an ongoing one at TechSmith, who makes Camtasia. Users have asked for a feature change. Tons of other users support the change. The company slow-rolls them. The difference here is that the users have remained civil. Over in the TechSmith forums, some (bad) users have taken up proverbial arms!

    0
  • Lara Hines
    Ações de comentário Permalink

    I totally agree that this enhancement should be taken seriously and pushed to the top of the list.  We also in the process of working on cleaning up our Knowledge Base because it has gotten out of control.  We are a software provider and it has gotten to the point where our customers would rather call the support line instead of looking at Knowledge Base because it is a bit overwhelming.  We are doing our best to keep it streamlined but with the limitation of only one Category and one section, it makes that task almost impossible.  

    If we had the ability of having "Sub-Categories" and/or "Sub-Sections" that would help us tremendously!!!

    It would be great if we knew if or when Zendesk is thinking about adding this enhancement.  .  .  

    3
  • Andrew Checkley
    Ações de comentário Permalink

    @Greg Sohl no need to apologize :) its important our reasons/explanations are clear around any feature requests. 

    0
  • Andrew Checkley
    Ações de comentário Permalink

    Last official update.

    We're here and listening, but we haven't prioritized this feature yet. The latest Guide development priorities are history view (audit log for your knowledge base), article revisions (versions and rollback), user segments (easier management of access policies), and Answer Bot (automated article suggestion). We'll keep this on the radar for upcoming priorities.

    Most if not all of the above is now released so will we see this picked up now?

    Thanks

    Andrew

     

     

    0
  • Chellie Esters
    Ações de comentário Permalink

    Yesterday was the 3-year "anniversary" of this feature being requested. It's a key feature - especially for software companies - yet it is still not even prioritized. There's a fundamental difference between something being prioritized but not yet being worked on versus not being prioritized at all.

    Dare I say that the community has an answer on this feature, given the silence?

    3
  • Benjamin Keyser
    Ações de comentário Permalink

    Hi, Charlie.

    I'm with the Guide team in Copenhagen... I just wanted to jump in here to let you know we're actively designing and  this capability for Guide! No lie. I can't promise delivery dates yet, but it's a top priority for the Guide team and we're working toward a robust, helpful and simple to use solution for flexible hierarchy in Guide.

    0
  • Benjamin Keyser
    Ações de comentário Permalink

    Hey Chellie.

    I'm on the Guide team here in Copenhagen. I wanted to provide an update on this feature: it's currently in design and on the roadmap. There are quite a few moving parts to this capability: publishing flows, permissions, and the overall taxonomy/hierarchy of content. Each of these moving parts has it's own prioritisation and end date... but that's all to say that this feature is a top priority for the team and we're working on it. As soon as I have target timeframes, I'll come back to the thread here.

    Thanks for your feedback and prompting! ... we know this is a top request and we're committed to delivering it.

    8
  • Chellie Esters
    Ações de comentário Permalink

    Hi Benjamin,

    Thank you so much for the feedback. Good to know there is an active team on this project. This is exactly what this community needed to hear...you may even have a few future beta users in this thread. :-)

    Please keep this community posted on progress when it's OK for you to share the information, or tap into this community for ideas & feedback.

    2
  • Heather Rommel
    Ações de comentário Permalink

    @Benjamin that is great news, thanks for the update! I echo @Chellie's comments above ^^

    2
  • Tony Poetz
    Ações de comentário Permalink

    Thank you for the news, Benjamin! 

    1
  • Rebecca McMurry
    Ações de comentário Permalink

    @Greg Sohl  Would you be willing to talk with me about what you use for version control and what your process is?

     

    BTW - good news that this feature has been prioritized. Can you give any estimate of delivery timeline?

    0
  • Benjamin Keyser
    Ações de comentário Permalink

    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
  • Greg Sohl
    Ações de comentário Permalink

    @benjaminkeyser, that's great to hear that the work is underway. Exciting that the design phase is wrapping up in several weeks. I assume that means that you have been discussing the design with many who've commented on this item so you are certain that the design will fulfill the users expectations and needs?

    @All - how many of you, without revealing anything confidential, have been engaged in direct feedback with ZenDesk on this feature design?

    0
  • Greg Sohl
    Ações de comentário Permalink

    @rebecca mcmurry, yes I can do that. You can find me on Twitter @gregsohl, then we could direct message from there. Not sure how to or if you can  to send a private message here, but would rather not post other contact info here.

    0
  • Rebecca McMurry
    Ações de comentário Permalink

    @Greg - I'm on Twitter as well @msmcmurry 

    0
  • Benjamin Keyser
    Ações de comentário Permalink

    @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

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