Sub-section in Knowledge Base

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192 Comentários

  • Mohamad El-Bawab

    I want to add my vote for the need of deeper forum hierarchy (e.g. sub-section and/or sub-categories) to better organize our user's support documentation.

    This is a key component missing in Zendesk, that it is forcing us to look for alternative solutions.

     

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  • Lars Crooswijk

    +1

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  • Ellie Simpson

    +1

    We have a section titled 'Hotels & Hostels' but would very much like to be able to divide this section into different sub-sections as there are so many FAQs in there.

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  • Nick Mulder

    +1

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  • Andrew Pritchard

    +1

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  • Meirav

    +1

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  • Chun Lee

    +1

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  • Kevin O'Keefe

    +1

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  • Alexandria Clark

    +1 

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  • Meredith Brogan

    +1

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  • Eura Szuwalski

    +1 For an organization that doesn't want to have multiple branded help centers, this is really needed! 

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  • Jean-Philippe Beaulieu

    +1

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  • Nikhil Kulkarni

    The Atlassian comparison nails it - would love to see this feature implemented with a sense of urgency!

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  • Travis Berryhill

    Any updates on this request? It looks like the last one was 9 months ago. I would think that in nine months you would have a better idea of where you stand. 

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  • Greg Sohl

    @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.

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  • Andrew Checkley

    @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.

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  • Acrolinx
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  • Greg Sohl

    @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!

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  • Andrew Checkley

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

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  • Andrew Checkley

    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

     

     

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  • Benjamin Keyser

    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.

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  • Rebecca McMurry

    @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?

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  • Greg Sohl

    @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?

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  • Greg Sohl

    @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.

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  • Rebecca McMurry

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

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  • Benjamin Keyser

    @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

    @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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  • Jenna G.

    @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

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

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