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
There is a solution. Paligo have an integration with Zendesk so you can author and manage your content in Paligo (including reusable topics, variables, conditioning content, etc) and then push that content into Zendesk. The Zendesk authoring solution is excellent obviously but there are times where a technical documentation team will need more functionality such as you will find in a CCMS (Component Content Management System). Paligo is a cloud-based CCMS. The Zendesk integration is an important part of the offering, and a frequently used feature.
www.paligo.net for more details.
Company samples of existing integrations are available on request.
Hi all -
We're aware that communication in the Product Feedback topic has been sub-par for some time, resulting in things like threads open for 5+ years. We're working hard to fix that, but it takes time.
The good news is that your requests have been heard. As mentioned before, the Guide product development teams are working on several publishing solutions around the challenges presented in this thread, and are tentatively targeting Q3 of this year for those to begin rolling out. We will continue to update here as things progress.
Thanks for your participation in the Zendesk Community!
+1
We have our content divided out into topics about our software and sometimes (~25% of the time) there is a bit of overlap in topics.
Like a new announcements feature we released - it's really communication based (which we have a section for) but the content is also displayed in an area that is accessed by an end-user rather than our customers (an area which is covered in great detail with instructions in a different section). The article really needs to be displayed in both places.
Publishing 2 articles is a maintenance concern if there are future changes to the feature. And using a work-around to enter a manual link to the same article in the section navigation page for a different section is a hassle (particularly when this isn't a rare occurrance).
Seems like using a multi-section checklist approach when creating the article would be the best of both worlds. Can't wait for it to become a higher priority over there. Would save us a lot of time and debate when managing content.
To any new commenters on this thread, though it isn't an ideal solution, redirecting articles works as a nearly equivalent workaround. This article describes the process for "deleted" help center articles, but works identically for active ones: https://support.zendesk.com/hc/en-us/articles/217958367-Redirecting-traffic-from-deleted-Help-Center-articles
With redirects in place, you can simply create two articles in different categories, complete with tags, then redirect one to the other. You'll only need to make edits to the landing page, and the redirected page can be blank or retain historical information. This has done pretty well for us to mimic the functionality of having individual articles in multiple places.
This is one of the most requested/ upvoted enhancements and there appears to be no acknowledgment from a Zendesk representative on this nearly 6 year old request. Alex, I will take things that negatively impact NPS score for $400.
Hi Dave and Andrew -
As I mentioned in my comment on April 23, this functionality is currently in development. We will continue posting updates as things progress, but the rough ETA (with the caveat that timelines change and this is no guarantee) is that it will begin to be rolled out by the end of this year.
+1 Vote for sections and articles living in multiple places with an update one, updates it's doppelgänger.
+1
+ 1.
We have 6 main groups of customers and many articles that are applicable to multiple categories.
+1
We have several products (categories) and need some of the same articles represented in those product categories.
Seems like we're finally getting the articles in more than one section.
https://support.zendesk.com/hc/en-us/community/posts/360002083608
What are Management Permissions?
We’ve heard requests from many customers around
- Control over which agents can contribute to articles in Guide
- Granular control of view permissions on articles rather than sections
- More level of hierarchy
- Placing articles in more than one section or brand
+1 from us. Reuse same content for different user types (2B, 2C, several sub groups). our entry page channels user journey by user type. however, much content is the same for different user types
@Gaetan - Early 2019, as Colin says. Apologies for the delayed response; I was ooo for a couple of weeks.
@Dorian - it's on it's way!
We'll be sure to update here as things become available!
Hey everybody,
as mentioned above, we're aiming for an EAP in Q1 2019 for posting articles to multiple sections.
Awesome, thanks Bogdan!
+1
+1
Also still very much interested in this feature! Maintaining a product guide with multiple modules where many articles may apply to each module, so adding an article to multiple sections would be an amazing addition!
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