192 Comentários

  • Chellie Esters
    Ações de comentário Permalink

    @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
  • Benjamin Keyser
    Ações de comentário Permalink

    @chellie... what does an audience comprise in your way of working? Are you looking to be able to create ad-hoc groupings, apply articles to those groupings, then selectively show/hide those article based on eponymous-user group membership?

     

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  • Chellie Esters
    Ações de comentário Permalink

    @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
  • Daniel Oakley
    Ações de comentário Permalink

    @benjaminkeyser That list sounds brillant! With those I'd be a whole bunch happier with Zendesk's HC functionality.

    The only other thing that comes straight to mind is snippets, e.g. a block of text/html that gets shared between a few articles, being able to update it once and have it populate into all the places it's linked would be good, but the items you've mentioned there are more important than that I'd say.

     

    @chellieesters I could see that being useful, but think for the most part that the (1) and (2) points in Ben's list would enable that pretty nicely. After all, with that functionality on ZD's side it'd just be adding another level at the top to represent the specific audience the child sections/articles/etc are aimed at, so long as it's coded decently enough \o/

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  • Chellie Esters
    Ações de comentário Permalink

    @danieloakley True. If it's coded to be that flexible then those upcoming features may alleviate that. Thanks for the feedback.

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  • Benjamin Keyser
    Ações de comentário Permalink

    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!

     

    1
  • Chellie Esters
    Ações de comentário Permalink

    @benjamin @daniel I love that snippet idea as well. If Zendesk could run more like a knowledge management solution and less like a Wordpress solution, it could truly help a lot of people. Thank you, Benjamin, for being vocal on this board!

    3
  • Jenna G.
    Ações de comentário Permalink

    @benjamin Excited to see those additions are coming soon! Not having the ability to add subsections is the only thing stopping us from making the full switch to zendesk for our support site. Thanks for making this a priority!

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  • Katie
    Ações de comentário Permalink

    I would like to put another request in for this. Subsections would be wonderful!

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  • Kfortin
    Ações de comentário Permalink

    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

    1
  • Jenna G.
    Ações de comentário Permalink

    @benjamin Any ETA for this update? Thanks!

    1
  • Nicole - Community Manager
    Ações de comentário Permalink

    Hey Jenna -

    We don't generally publish ETAs, as things change so quickly and frequently, and we don't want anyone making business decisions based on shifting timelines. But we will update this thread as a Beta or rollout becomes available.

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  • Greg Sohl
    Ações de comentário Permalink

    <Vent>Yes Nicole Relyea, some things do change quickly. This customer request just isn't one of those things given it was first made in 2014. How about we give Jenna, and the rest of us, some idea what ZenDesk's plans are in relation to it. Be as broad as needed to not over-commit, though given the void that has existed for this request, over committing hasn't really been a problem.</Vent>

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  • David Burke
    Ações de comentário Permalink

    @Nicole

     

    I agree with Greg. This seems like a key feature that was acknowledged over 3 years ago. What do you personally think is a reasonable timeline? 'Coming soon' wears out after a year, let alone 3+ with no updates.

     

    Thanks.

     

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  • Nicole - Community Manager
    Ações de comentário Permalink

    Hey David and Greg - 

    The product team is working on a number of improvements for Guide this year; this is one of several. The last update they've provided to us is that they're scoping work, sorting out dependencies, and prioritizing which features to build and when to roll them out over the course of the year. They have not finalized where this particular development lands in the priority order.

    To answer your question David, I think a reasonable timeline depends on a variety of factors, such as: how many customers are impacted, how frequently they're impacted, whether it's a "nice to have" or a function that inhibits work, whether it fits with our other business goals, whether there are apps or other ways to accomplish the thing, and what other urgent needs exist that we should devote development resources to. I wish we could magically build everything anyone asked for instantaneously, or more realistically that everything that gets requested could be built within a few months time. But we get several hundred requests every month and can only realistically build a handful of those in a year.

    There are a number of feature requests and functionality needs that have a high number of requests, that have a high impact, and that have existed and been acknowledged for a long time. I don't envy the Product teams having to choose a fraction of the requests they receive to build each year. No matter what we build and what we prioritize, some users will be left wondering why we didn't build their request. 

    All that being said, it's a great sign that they're looking at this and planning to build it. It's a huge infrastructure change, that has the potential to impact a number of other functions. I'll admit I'm excited to see it in our own Knowledge Base, and completely sympathize with you all as to why it is so highly desired.

    We will continue to update this thread as we have updates. 

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  • Aiden Lee
    Ações de comentário Permalink

    Hi
    We are about to migrate our knowledge base from other platform to Zendesk KB. But the big barrier is that we can't make sub-sections as its limited structure set. Yes I think we would try to make contents structure in concise way, however some are really needed to be nested under sections. I am still trying to figure this out in mimic way but it would be appreciate to have the feature in official way with document. I just want to vote +1 to support this topic.
    Thanks
    Aiden

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  • Nicole - Community Manager
    Ações de comentário Permalink

    Thanks, Aiden. The Guide team is working on it. We don't have an ETA yet, but will update as soon as we know something. 

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  • Ilse
    Ações de comentário Permalink

    Hi guys,

    4 months after the promise of Benjamin. What's the progress? Coming up soon? We hope so!!! We really need more levels!!

    Thanks!

    Ilse

    0
  • Benjamin Keyser
    Ações de comentário Permalink

    Hey, I wanted to update you on the progress.

    To date, we've got design work nearly completed, a plan for the API changes in progress, and the team is engineering the back-end solution that will support the feature.

    The complexity we have for this is mostly invisible: it's all in the permissions on the back-end of our knowledge management infrastructure. So, that's why it looks like nothing is happening, when actually this is the biggest area of focus for us! It's really painful right now, I know, because adding sections to sections seems like a very simple thing... and conceptually, it is! The devil is in the details, but let me assure you it's happening. You'll see changes coming soon that will help us build toward the ultimate goal of flexible hierarchies. 

    3
  • Anthony Cunningham
    Ações de comentário Permalink

    Also hit this trying to plan re-arrangement of our content to better cater for directing customers and prospects to differing offerings with un-related support and help items. Frustrating! 

    0
  • Nicole - Community Manager
    Ações de comentário Permalink

    Hi all - 

    We received an update from the product team on 2/19, their comment is down on page 5 of the comments. Thought I would re-post as an official comment as well: 

    "Hey, I wanted to update you on the progress.

    To date, we've got design work nearly completed, a plan for the API changes in progress, and the team is engineering the back-end solution that will support the feature.

    The complexity we have for this is mostly invisible: it's all in the permissions on the back-end of our knowledge management infrastructure. So, that's why it looks like nothing is happening, when actually this is the biggest area of focus for us! It's really painful right now, I know, because adding sections to sections seems like a very simple thing... and conceptually, it is! The devil is in the details, but let me assure you it's happening. You'll see changes coming soon that will help us build toward the ultimate goal of flexible hierarchies. "

     

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  • Greg Sohl
    Ações de comentário Permalink

    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 - Community Manager
    Ações de comentário Permalink

    Hi Greg - 

    The Product teams and Designers regularly reach out to customers for input, however this is not usually done via a community thread. Initial feedback is collected here, and then the Product Managers usually reach out via a ticket/email to a smaller group of users for specific input.

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  • Greg Sohl
    Ações de comentário Permalink

    Thanks Nicole.

    To all those who've expressed support here, especially @Pedro who started this conversation, have you had a chance to provide input to the Product team on this? Can you share anything here about what you suggested?

    Greg

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  • Yelena Zukin
    Ações de comentário Permalink

    Hi Nicole,

    Can you provide a rough ETA for flexible hierarchies? Is this something that's like to be available within a few months, by end of year, or is the timeline much longer? 

    0
  • Nicole - Community Manager
    Ações de comentário Permalink

    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
  • Gediminas Golcevas
    Ações de comentário Permalink

    When can we expect this functionality to be released? Could you name at least quarter of the year? Will it be available for everyone or depending on the plan?

    0
  • Nicole - Community Manager
    Ações de comentário Permalink

    Hey Gediminas - 

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

    1
  • Andrew
    Ações de comentário Permalink

    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

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