192 Comentários

  • Nicole - Community Manager
    Ações de comentário Permalink

    Hey Andrew - We'll update here if and when a beta becomes available. 

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  • Mike Hamilton
    Ações de comentário Permalink

    +1 

    Hoping we can get a 4 tier structure soon.

    In the meantime, anyone got good workarounds? 

    1
  • Rico
    Ações de comentário Permalink

    +1 on this functionality. 

     

    Is there any update on when we might see this functionality? The last meaningful update was in February. (Thank you for that by the way!)

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  • Ryan McGrew
    Ações de comentário Permalink

    Hey All,

    This is definitely something we're working toward, but it's a path that includes a few other features along the way.

    The first thing we need to do is rebuild how permissions work in Guide. This work began in earnest in Q1 2018. Today they are set at the section level and we are working to migrate these to the article. You can see that we currently have an EAP of the new management permissions available. We are gathering customer feedback on the experience now. We will then be working on updating view permissions for articles, again moving from the section level to articles.This is important because putting an article in 2 different sections with differing permission would be impossible. We're hoping to have all of this work completed by early Q4 2018.  

    Once we've rebuilt permissions, we're working on deeper, more flexible hierarchy. This will allow for sections within sections. We're hoping to have an EAP available for this in Q4 2018. 

    From there we expect to begin work on a feature which allow you to place an article in more than one section in Q1 2019.

    We are fully aware of the use cases, have done customer research into the problem and are working on design concepts now that we'll be testing along the way. These are all very core parts of Guide platform and require us to be fully backward compatible as we move into the new world. It's a lot of heavy lifting and careful planning. To that end, we are making a significant investment over the next 9 months to rebuild these parts of the product so that we can support these very important features for our customers. We have a team of engineers and a product manager just dedicated to these features.

    I hope this helps shed some light into our progress and how we're tracking to where we want to be.

    2
  • Bee Pugh
    Ações de comentário Permalink

    Thank you for the update Ryan - so looking forward to being able to add sections within sections!

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  • Jacob Eekhof
    Ações de comentário Permalink

    Looking forward to the update as well, should be really helpful for us to organize our articles 

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  • David Burke
    Ações de comentário Permalink

    Only 4 years in the making...

    -3
  • Katie Dahill
    Ações de comentário Permalink

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

     

    1
  • Brendin Charles
    Ações de comentário Permalink

    @Vladan Thanks for putting this code together (https://support.zendesk.com/hc/en-us/community/posts/203506356/comments/115003986467) - how would we go about referencing our articles to their respective sub-sections? Our Help Centre structure would be:

    1. Platform (Category)
    2. App (Section)
    3. Sub-sections (Tutorials, Common Questions, etc.)
    4. Articles

    The current Zendesk structure only allows us to place articles within the section and not the sub-section when we go to create an article. Would this be through an article tag?

    Cheers,

    Brendin

     

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  • Harron Griffin
    Ações de comentário Permalink

    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.

    1
  • Lou Abigail Menard
    Ações de comentário Permalink

    Hi ,

    Now that the new 'permisions' feature has now been delivered (cheers to that!) , do we expect that the more flexible hierarchy (Sections within sections) will also be delivered soon?

    As per post of Ryan above ->  "We're hoping to have an EAP available for this in Q4 2018" .

    We are really looking forward to this!

    Also for the Q1 2019 target for publishing articles to multiple sections.

     

    :)

     

    1
  • Elizabeth B
    Ações de comentário Permalink

     This feature is a substantial factor for us on choosing Confluence vs. Zendesk. For those with hundreds of articles in your KB, how many categories are you forced to create? Is it a lot of effort to have to scroll through too many categories/too many articles? Or are you using an add-on or customized theme to make this more functional?

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  • Chellie Esters
    Ações de comentário Permalink

    @Elizabeth B - In my case, we had to create a large amount of categories, and we had to customize our theme to include Javascript and ZD APIs to build better navigation. But now we've reached the API calls cap and our articles do not all show up unless someone searches. This is no good for us. 

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  • Daniel Oakley
    Ações de comentário Permalink

    @Elizabeth B - Unless you're willing to get real specific with your category names you'll need to make your categories quite broad and have them contain a lot of articles. We focused on the search bar a whole lot more than we expected to, because honestly it was difficult to properly find articles without building some complex custom system on top like Chellie did.

    Don't wanna be a downer but we ended up switching away a short while ago, has been good to have some more functional KB support. Hopefully the schedule that Ryan and the team are working with comes through and there'll be some much improved support in ZD soon!

    1
  • Darcy Fitzpatrick
    Ações de comentário Permalink

    Desperately need to see this extra level built in. Our app is on iOS, Android and Web and we prefer to keep articles organized by platform, but that then leaves us with just one other level before articles, and as our product lines and KB have grown it's just made a mess of everything. 

    Could we get an update on the progress for this? Thanks!

    1
  • Nicole - Community Manager
    Ações de comentário Permalink

    Hey Darcy - 

    It remains in active development. We do not have an ETA for general availability yet, though still hoping for an EAP yet this year. 

    2
  • Darcy Fitzpatrick
    Ações de comentário Permalink

    Thanks for the update, Nicole. Glad to know it's in active development, but sounds like it's going to be a while yet. Which we can't really wait for.

    This means we're going to have to redo our entire KB and combine all three platforms into a single article rather than having separate articles for each in their own Categories. Which isn't the end of the world -- it's going to be a lot of work but has forced us to realize there are benefits to doing it this way that we weren't seeing before.

    1
  • Elizabeth B
    Ações de comentário Permalink

    I hear this Darcy - this is one of my Top 5 pain points with Guide. We will be using tabs at the article level (from Lotus Themes) for web, iOS, Android. It's not perfect, but in our context users won't be searching by platform. Maybe there is something you can do with formatting at the article level?

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  • Benjamin Keyser
    Ações de comentário Permalink

    @elizabeth We hear you! We've been working all year on getting Guide ready for nested sections. Earlier this year we upgraded permissions across all Guide plans to enable the next big step forward, flexible levels is our next target, and we hope to get this in front of customers in EAP before Christmas with the goal of releasing next year early. We really appreciate your patience... the truth is that upgrading the platform to get it ready for these big steps forward was a lot of work behind the scenes. From your perspective, I know it feels like we're going slowly, but this is because we want to do this the "right" way to protect reliability, security, and all of the other attributes you rely on Guide to deliver for your end users. Thanks again for your patience, and please feel free to give feedback when the feature is in your hands!

    3
  • Elizabeth B
    Ações de comentário Permalink

    Thanks for the update Benjamin! I did see the permissions changes in Guide, and read here that it was a pre-req for additional sub-cat's, - so am optimistic. We're using Guide for both internal/external use - obviously for many public KB's of FAQs you don't want to go more than 3 levels deep. But the complexities of internal documentation often necessitate it. Looking forward to the release! PS - what does EAP mean?

    1
  • Benjamin Keyser
    Ações de comentário Permalink

    Early Access Program  :)

    You may also previously have seen our Custom Theme Templates feature (which lets you create different templates for category, section, and even for articles).

    You could apply a custom template to the category level and have an Internal category and an external category with very different looks and feels. This could be useful. Combined with Flexible Hierarchy, this will mean you can nest as many levels more deeply within the category level as needed to model and accommodate your two very different sets of content. 

    4
  • Elena de la Fuente
    Ações de comentário Permalink

    +1!

    0
  • Benjamin Keyser
    Ações de comentário Permalink

    I'm really looking forward to the EAP, which should be coming in the next couple of months! Look for more communications here and in email :)

     

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  • Ron Horn
    Ações de comentário Permalink

    Great to hear they are working on this.  Are we close yet?  I realize ticket management is the sites primary function, but the ability to organize my existing dense knowledge base is difficult with out being able to create nested Sections.  

     

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  • Rebecca McMurry
    Ações de comentário Permalink

    I hear this is on the Roadmap for 2019. Can you provide an timeline details?

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  • Bogdan Andrei Sturzoiu
    Ações de comentário Permalink

    Hey there!

    We're very close to starting the EAP for this. Aiming for mid-December or latest early January.

    I'll keep you posted!

    2
  • David Burke
    Ações de comentário Permalink

    Thanks Bogdan! I propose a Sub-sections party once it goes live.

     

     

    1
  • Bogdan Andrei Sturzoiu
    Ações de comentário Permalink

    Hey everybody!

    I'm happy to announce section-in-sections (a.k.a. Flexible hierarchies) is now officially in EAP: https://support.zendesk.com/hc/en-us/community/topics/360000031708

     

    1
  • David Moscol
    Ações de comentário Permalink

    Thanks for the update, that's exciting! 

    Based on the post you linked, it sounds like this feature will only be available on the Enterprise plan. Is that correct?

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  • Jennifer Rowe
    Ações de comentário Permalink

    Hi David,

    Yes, that's correct. Flexible Hierarchies will be a Guide Enterprise feature.

     

    0

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