It would be super awesome if we had the ability to post a single article to multiple sections. We have a number of different "buckets" that our customers fall into that each have their own specific section. We often times write articles that are german to more than one group of customers but not all groups of customers. As it stands currently we have to write the article, post it to one section, copy it, navigate to a different section and post the article, navigate to a different section and post the article, navigate to a different section and post the article, and then navigate to a different section and post the article. This is also a huge pain because that one article now has 5 different URLs and becomes a nightmare for updating and linking in our marketing materials and / or website. It would be much easier and efficient if we could choose to post an article to multiple sections (even if it were still separate URL's for each).
Allow articles to be posted to multiple sections
I would also love this feature. It would save me a huge amount of time and hassle.
Without it I'll have to manually duplicate articles, and then maintain both when future changes are made.
How is this not already a feature? And with the addition of Answer Bot, duplicated articles in multiple sections will all appear in auto-responses to tickets... That'll just look unprofessional...
"And with the addition of Answer Bot, duplicated articles in multiple sections will all appear in auto-responses to tickets... That'll just look unprofessional...:
This is our concern, (dude).
Pretty pretty PLEASE! There is a lot of overlap between our programs and duplicating articles is becoming a large burden on our staff.
So many requests for a feature. I contacted my accountmanager, he made inquirements to the development department of Zendesk and the answer was that it is NOT even on the roadmap. Unbelievable that they don't listen to the wishes of their customers.
Add another one for this, crazy that i have to build the same article multiple time. I must admit, its enough to put me off Zendesk and I moved to Zendesk from another product due to daft things like this.
Doug - you never know, we are releasing a feature that people have been asking for, which has been requested for almost 5 years on our product....anything is possible.
+1 I have multiple section in a "HOW TO" category. There are things like "blacklisting" that apply to several sections, I don't know where to put it now. I have about 12 sections in that category. I don't want to copy paste the article to multiple sections. It's time consuming and difficult to maintain over time. I also don't want to work with links to the original article, because it will add another click (=> friction) for the user and it is not expected behavior or professionally looking;
+1 request: would be nice for common articles that cover multiple products to live in multiple categories, rather than having to duplicate and update everything twice.
Hi Zendesk, this feature has been requested already in 2015 and there is wide support from different users that would like to see this feature to be developed.
Could you please implement this?!
Hi all -
The Guide development team is highly aware of this request. They're in the process of evaluating and outlining everything that would need to happen/change/be developed in order to create this functionality, and it's a somewhat complex problem to solve. But it is currently being looked into, and we will continue to update you here as decisions and/or progress are made.
You're welcome to continue to share use-cases, vote, and follow this thread. Thank you for your feedback and participation - your voices are being heard!
I'm unsure why this isn't a function because I can't think of any business where this wouldn't come in handy. For us, we have an online subscription and our support guide is made up of 6 categories. Each category or "help topic" has sections that would have the same answer as another one...the problem is we don't always know how our clients are going to start searching for that answer.
While it might seem like our "Getting Started" page is the best place to find our template, someone else might start with our "Maximizing your Subscription" page instead (as an example) The fact that I can't put 1 article in more than 1 place seems almost strange to me. Is there anyone who doesn't need this?
It also doesn't seem like it should be a hard thing to allow but I'm not going to pretend that I understand. I'm loving your product so far but this is very limiting.
THIS IS A #1 for us and PLEASE DO THIS ASAP!!!!!
Hey Kristin -
Thanks for the feedback. The Product Team remains highly aware of this request and they're continuing to lay the groundwork for developing a solution to this problem.
We'll continue to update this thread as we hear more.
Thanks to the team for wrestling with this. Deciding how to handle breadcrumbs with something like this is a tough challenge. It never worked very well when we were using WordPress.
Add my vote for this feature. We just started into ZenDesk from SalesForce and are starting to realize the things ZD doesn't have that SFDC does, and this is one of them.
Thanks Thomas. The Guide team is working on several issues around publishing this year, and this request is high on the radar.
Yes, please! This would be super-helpful.
This would save a lot of time both in editing and having to remember where all the articles are.
We moved to Zendesk late last year and are now putting a lot of resources into building and structuring a knowledge base. We really like Zendesk in many ways, but posting articles in multiple sections is a must for us and we're quite disappointed to discover that this key feature is missing.
Our use case: We're a software company supporting the same product in 3 versions: a web based solution, an API version and a Windows/SQL version installed in the customer's own server environment. While some articles clearly belong to each version there are also many that fits into all. For example, there are add-on components and flows that are the same for 2 or all 3 platforms.
From the beginning we were hoping to start using Answer Bot as soon as we have enough articles in the knowledge base. However, it doesn't work well with duplicated content, so we don't want to copy-paste articles. We tried making a few separate categories with sections for features that are shared by all our platforms, but many customers naturally go searching for answers inside the category and section belonging to their version of the software and thus can't find the right articles.
On top of this, we're supporting 5 languages in our knowledge base, so if we were to copy-paste the same article into 3 sections, we would need it in 15 versions! Total nightmare to make a small update to 1 article if it has to been done in 15 places every time.
We will follow updates to this closely and also let our Zendesk consultant know how much this feature is needed.
@ Malene
Hey there, I don't want to be a pessimist but that threat was opened the 30th of June 2012...
Gui
@ Gui-Berlin - yes, I saw this and actually read the entire thread. I'm just hoping that if people continue to put pressure on this they will listen eventually. I know most people wouldn't spend the time on writing on such an old thread and it's probably in vain but I simply had to give it a go to let Zendesk know that it's still relevant 6 years later...
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