Allow articles to be posted to multiple sections

+1! Hard to keep content agile with so many duplicates!

This has a planned tag on it? Any indication of how much longer till this is developed? 

We started with Zendesk Support with a small unit to test everything. Now we expand it to a larger team. At the same time our help center is being expanded and some articles must appear in different sections. The idea to make it possible without coding is great!

I see that Allowing articles to be posted to multiple sections is "Planned"; is there an ETA?  thanks

@Judith We don't have an ETA for this feature just yet.

@Katarzyna Karpinska, thanks for the reply. I am surprised that, given the amount of interest over such a long period of time, this feature has not been developed. If Zendesk maintains "votes" for features, please add mine to this one.  --cheers.

Just out of curiosity, I see that OP initially requested this feature 7 years ago and it seems to have a ton of interest; 13 pages of comments total. Having this feature makes perfect sense for a wide range of ZenDesk users and it's something that's commonly expected within a category system. Why is it taking so long for this feature to be implemented?

Because they don't care?

Hi, I am hanging out for this feature, it would be great if there was even just a vague ETA or as @Web Developers asks, why is it taking so long, perhaps an understanding of this would help us? :)

🤦‍♂️

386 is a lot of comments. Customers have clearly identified their needs.  

At least 411 people have wanted to see this happen (over the past 8 years.)

To see a "Planned" status on this feature request seems like a misnomer, at this point.

+1 here.. I saw on another post that it's apparently in the works but.. 

"This is currently only planned for Guide Enterprise. Since this is still in EAP, nothing is concrete yet "

I'm disappointed because as a small business, not everyone can afford the big packages... I use this feature on Vimeo all the time for including a tutorial on multiple showcases... Wish it was available here.. So many people are wanting it... Hopefully they'll make it available down the line.. I'm kinda frustrated with all the nickel and dime-ing .. 

PLEASE MAKE THIS HAPPEN SOON! As various tech support teams chime in on this, we all know how feature requests work. It really is insane that this has gone on for over 7 years with no implementation. 

Hey All,

I wanted to spend some time and update this thread and explain a bit more about what we’ve been up to and why this is still ‘planned’ and not ‘done’. 

It’s been a journey, and I share personal frustration that we’re not there yet. But I will tell you that we have 2 engineering teams and a product manager working on a series of releases to get us there. With that, I hope to explain some of the context of what we have been focusing on for the last few years. Content reuse has been an across the board demand for a long time (as you can see in this thread). However, our underlying data model did not support the core of what needed to make this a reality. If you looked at Guide 4 years ago, the product didn’t have proper permissions, hierarchy, workflow, revisions, auditing etc. And the underlying system reflected that relative simplicity and our articles were bound to a single section in a single Help Center. Beyond that, Help Center as a product had to scale from perhaps a billion page views a year to almost a billion page views per month. That is all to say, there was a lot to improve along the way.

Two years ago we started focusing in earnest on content reuse. We started working on what is now Content Blocks. We prioritized this feature first after interviewing customers about their needs around reusing content and doing data analysis around how content is reused. We heard from customers that they need full duplication of content, but that being able to reuse portion of content would unlock even more functionality for them. Content Blocks and the desire to place articles across multiple Help Centers and sections has meant some fundamental redesign. We’ve been rearchitecting the system behind the scenes and unwinding a lot of complexity along the way and opening up new possibilities. Right now, we’re focused on driving Content Blocks to its first full release in the next month. But we have a roadmap of planned updates throughout the year that will drive us toward placing articles across Help Centers and sections. We know we need to build this feature and we’re going to. It’s just a matter of getting there.

I know this is little solace for those of you that really need this. I get it and I really wish we had it today. I’m sorry we’re not there yet, but we are listening and working hard to get us there and beyond. I do really believe we have great things in store and I really appreciate your (extreme) patience so far.

Hello @Ryan McGrew,

I read your reply and just wanted to say thank you for taking the time to share insight into the development history and plans for the future. It's nice to have a glimpse behind the scenes, and I think we can all agree that leading the development of one of Zendesk's most critical products is bound to come with all sorts of challenges along the way. Respect to you and your entire team for championing the continued evolution of Zendesk Guide™.

This is more of a general question. Do you happen to have a roadmap tracking URL anywhere public for review as a reference point? The Messaging product team leverages ProductBoard to share their roadmap, so I'm hoping you may have something similar for Guide. 

Thanks!

Yes thank you @Ryan McGrew , it helps us sit a bit tighter if we know why and what's involved.

I do hope you're able to gain more traction on this one soon :)

Any other proactive updates as we go along would be great.

Big ol' +1

+1 on what everyone has basically already said about this. 

It seems like this has been a request for a really long time and not much has been done about it and whatever has been done is a financial barrier. 

Adding my +1 all around and grateful to hear it seems like it's maybe, finally, more of a potential reality at some point sooner than later. This is a big parity gap with your competition. Respect that you can't give any timelines, but any sort of proactive comms as you release milestones leading up would be helpful.

+1 Fingers are crossed! I hope this feature comes before Fall 2021!

+1 Please create the option to repurpose articles under multiple categories. Use case for us is that we'd like to compile our best articles into a "Get Started" category while also having those articles live under their home category.

@Michael Collins -  The Messaging group is basically "beta testing" Product Board as one of the ways we can better support our product feedback discussions, but we have not rolled the same out for Guide features at this time. Glad to hear that you find that useful, though - helpful to know! 

@Kathy Kehrer - we don't generally share ETAs, but based on Ryan's last comment about a series of releases and the work currently being done in order to enable this functionality, I would not expect this to be completed before the fall. 

Hey!

Just wanted to say a big thank you to both @Ryan McGrew and @Nicole S. and the other Zendeskers for keeping us in the loop. I'm really looking forward to this becoming a reality!

I really appreciate the communication; I know from my own job how challenging it can be to balance frequent responses with ensuring answers are accurate - behind the scenes we spend a lot of time requesting clarifications & confirmations before an answer we've typed can go 'out the door', so to speak. It places a lot of demands on your time, but it makes such a big difference to customers. ❤️


edit: After posting this, I happened to be looking at the search results page - working on some visual tweaks atm! 🔨 - and it occurred to me that even the logic for the breadcrumbs shown on search results would probably be updated for this. It must be quite an undertaking.

Thanks, John! :) Glad the communication is helping. 

+ 1 Another request for this here. I wanted to re-map our articles by product type, so using products at category level, to give our customers a better experience when browsing our knowledge base. As we will have a lot of overlapping content if doing this (which obviously many users do - bearing in mind those vocal about it probably only represent a fraction of the total) it does make it rather difficult to manage.

Currently I have to define products in sections, under other more generic categories, so that content isnt duplicated.

I'd like customers to choose their product first, and then look at the content under that umbrella, but i'd need to duplicate at least 50% of content at a conservative estimate for my use case.

Await further development updates!

How is this feature request 9 years old? I had assumed I could assign an article to multiple sections before I started using Guides. I definitely need this.