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
Hi Chris,
Unfortunately there is no update yet, other than that this is something that we definitely plan to add to Help Center when time permits. We currently have a packed roadmap with many highly requested features that we try to prioritize as best we can.
+1 from me also. Reusability of content is key when you have products that cross over customer segments.
Likewise I have a need for this feature in Help Center. For me it's mainly about having the same article available under the sections for different products. e.g.
- I have sections for Product A, Product B, etc, and would like to list a cross-product article that refers to the interaction between products A and B in both sections.
- I have a product family X with sub-products a, b and c. I have separate sections for the sub-products but have articles that are common to more than one sub-product (although not necessarily all)
This request here would solve most of the problems you've been discussing above: https://support.zendesk.com/entries/22164846-Usage-of-Dynamic-Content-in-Forums
The only way it would fall down is with articles appearing twice in the search results. It would look untidy but shouldn't cause too many issues.
If you could all go and "Me too!" that, it would be great as that's exactly what we need!
Any news on when this will happen? With this new change to the way HC searches (with no prior warning of the change), this is now a very high priority.
Hey guys,
Unfortunately no news yet.
But I would like to dive in to some of the use cases here. Could some of you tell me a bit more about how you would use this? As Michael has pointed out in his previous comment, there would also be the option of creating text snippets (or dynamic content) that you could use in different articles.
I would love to get some examples where you want a full article to reside in different places to understand how that differs from doing text snippets that you can use in different articles and that you would only have to update once.
If anyone could provide me some feedback on this, I would greatly appreciate it.
We have an article on how to setup our Zendesk integration.
Should it go in our Integrations category? or in the Setup area... Both!
Any article that belongs in a specific section/category as well as an FAQ-section/category.
Or articles for internal as well as external use e.g.
For us, the problem is that you cannot permission at the article level. Therefore, we might have a "West Coast FAQ" and an "East Coast FAQ" section. Some articles within will be unique, but some will be copies. So - we would like to post the same article in multiple sections.
If we could permission at the article level, it would relieve some of the stress, but it would still be helpful to post articles in multiple sections.
Articles that explain a process which is used across products.
Examples include:
A tool that is used in multiple products. It really only needs one support document but we would like it to be accessed from different product categories.
Category specific article that also appears in the FAQ.
Being able to create specific "Beginning User" categories that curates articles from the general product category.
@ Christian - The use case for us is fairly simple. We have several products that all share certain components. Since we restrict Help Center content based on organization attributes (namely, which product an organization has), there's not a practical or user-friendly way for us to deliver this content to our end-users without duplicating articles across sections.
By creating 2 of the same article, we're stuck with:
- Separate URLs for us to link to the same content
- Maintaining the same content in multiple places
Hope this helps.
Barry has very accurately described my need as well. We also have a multi-brand experience and restrict help center content based on user attributes of which products they have. We need a single article to be accessible under multiple categories/sections based on what a user is permitted to see. In addition, as others have described, we have content that applies in multiple categories as well as would like to have it available under both so users can find it no matter which one they look in.
Use Case: we have one article that we want to live in an FAQ forum as well as under the appropriate Forum about the specific feature, and we don't want two separate but identical articles both showing up in our search results!
I have a similar use case scenario to those already mentioned. Dynamic snippets could work as well (perhaps even better), assuming we'll be able to update them in a single place for all instances.
Hi Laura D. The sign-up-to beta link errors out with following message: "Whoops. That was unexpected... This page doesn't exist." :(
Hi Veronica,
The Help Center API has long been out of beta, you can find all the relevant documentation on our developer site: https://developer.zendesk.com/rest_api/docs/help_center/introduction.
No need to sign up any more, it's available to all!
Use case example:
We have multiple products, but one registration process for all those products.
Each product has it's own Orders & Sales category, and we want the common registration KB to appear in all Orders & Sales categories rather then duplicating it.
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