Allow articles to be posted to multiple sections

Any update to this? This is a very important functionality for our company. We'll use it to link FAQs and user "manual" items to the same support docs. It seems like the only work around options right now are to duplicate the articles (update nightmare) or write custom code (maintenance nightmare). Can you let us know how soon we might expect this? Seems like there are many of us who are willing to tell you we'd like it which surely translates into many many more who aren't taking the time to comment.

Hi guys,

First off, thanks to everyone who has provided their use cases. It definitely helps us to understand the problems you are facing, so we develop the right solution.

Second, this is not something we are planning to add anytime soon. We acknowledge the use case, but we are simply focusing on other things at the moment. We might be able to touch on this late in the year.

While I understand if that is not exactly the answer you were looking for, I hope I have been clear enough that it's unfortunately not coming anytime soon.

I don't want to sound negative here but....

The ability to post an article to different categories is standard functionality on almost every KB tool I know of.

On another note, articles and categories should have a visibility level, which they don't. We have to rely on the old copy and paste feature. This way we have to actually manage multiple KB's, instead of having one solid silo of information with different visibility levels.

I agree with all of the folks who see this as a critical feature. We offer numerous help articles across various categories, and many of those articles are relevant to more than one category. They all are subject to revisions and updates as the information evolves, which can happen frequently over the course of a given year. And we strive to keep Spanish translations in sync, as well.

For now, our only option is to create and maintain multiple versions of articles, which is not only a major update and maintenance nightmare (as Sue pointed out), but is also poor content management from a system perspective.

Here's hoping you might reconsider. Thanks.

I, too, agree with the need for this feature.  I also have a couple different use cases for this ability:

1. Duplicating article content under different sections of the same Help Center as most people have already requested.

2. Duplicating article content across different Help Centers: I am exploring the option of upgrading to the Enterprise Plan in order to take advantage of multi-brands, but in order to justify the increase in per-agent pricing, I would need the ability to duplicate articles across different brands of Help Center.  Manually copying & pasting multiple articles that we tend to update on a regular basis on multiple sites is not scalable for us.

Thanks Matt. 

We're also exploring something similar, and facing the same problem.

This is definitely a need. I have to silo my knowledge based on our clients as the data in some cases is sensitive and does not apply to all clients, but applies to more than one.

Bump for this amazing feature request!!!

This says it's planned but the last official comment from Christian Colding gives the impression that it really isn't. Could someone clarify?

Hi Peter,

I can understand the confusion. We acknowledge the use case and in that sense it's planned and something we want to work on. But we don't have specific time lines at this point in time.

+1

+1 for this. It would be awesome.

Adding the same article to multiple Sections in HelpCenter is "a priority" if you look back at what Zendesk customers are saying in this thread, and the thread for sharing posts in multiple forums. 

When we signed up for Zendesk last month, we were told that "many new features are coming out in the "new" release planned for later this year."

Can you let us know if "this" feature is in that "plan?"

To me, this is not a feature, it's a bug! :o)

Hi James,

I am not completely sure what you have heard, but we will not be changing this anytime soon. Unfortunately it's a rather big change as it affects everything from themes to APIs, which is why it's not something we are focusing on right now. But as mentioned before we definitely acknowledge the use case and it has pretty high priority with us, I just can't say at this point when we get around to fixing it.

Christian,

I am really confused because the conversation we had, I thought that was coming soon. That is a major road block for us. I thought that ability to post an article to multiple categories was just around the corner...

Christian, not having the ability to have this function creates duplicate content.

This function is the most basic one included on any software of this kind. I am puzzled with the fact that it's not even in the roadmap to be released soon...

We are hoping that coming soon is not in the far distant future.  We, too, are counting on this enhancement.

Perhaps the confusion can be traced to previous responses such as "We like this feature so much that we've added it to the roadmap for Help Center."

I'm now a bit confused myself...

+1 for this. We would need this as soon as possible and it is the most painful bug we are experiencing in the whole zendesk.

Hey guys,

Let me try and make this as clear as I can.

We acknowledge the use case and we know that it is something we need to tend to. That being said, we don't know exactly when we will get around to it. In this discussion, I have previously mentioned late in the year and that might still happen, but it's a guess at best.

For knowledge management which this is a part of, we know how important it is to not create duplicate articles. We also know that it's important that you can create more levels and we know that managing your content in Help Center today is rather difficult. We want to tackle all of these things, but our main focus right now is on management. We have chosen that focus first as we believe it will positively affect most customers.

In this concrete case a much improved management experience could potentially alleviate some of the pain your are experiencing today. While it's not a full solution, being able to quickly find all duplicate articles and edit them makes it a little easier to maintain duplicate content until an article can live in multiple places.

Once we have the new management in place, we will start to look into how we can improve the presentation of knowledge in Help Center. This includes looking at the levels we have and having an article live in multiple levels at the same time.

While this might not be the positive answer you were looking for, I hope it has given you some clarity into our priorities, so you can make the decision that fits your needs.

Christian,

It is a bit disappointing because there were a lot promises under delivered.

We had a meeting at your HQ's and the impression was that this was coming soon, here you stated that it was not even being considered and has the thread grows the speech is changing a bit.

Also we were promised to have the KCS widget you showed off to be delivered last week, even if it was on a beta stage. I have a KCS workshop next week and I have no idea how am I going to proceed with our initiatives without that capability.

Hi Tony,

I am sorry if I have not been clear at previous occasions. I do not recall saying it would come anytime soon. Again I would like to reiterate that it is not only being considered - we know we want to add it. We are just focusing on other items at the moment, which I have detailed in my previous response.

Regarding the KCS Widget, I will create a ticket that directs you to the right person, as that is built outside the Help Center product.

Christian,

There is a disconnect here.

You need to get together with Dave and get this figured out. You guys need to connect and be on the same page.

I don't need a ticket for this.

Back to the subject, I was told by you guys that this was a high priority, it looks it's not.

Everybody is asking for this because this request is basic functionality, maybe the biggest bug and miss you guys have in the software.
Maybe your priorities are not in sync with the customer's needs.

To weigh in on its importance, this is a highly visible lack of functionality acknowledged by our organization that doesn't reflect well when we tell our biz owners that ZD currently don't support. Personally I am a huge advocate of ZD and this one makes it difficult to champion the platform.

This post is getting a bit heavy but I love the passion we have for this product. It is great and could easily be so much better. (sentience edited out) This feature is a huge must. I find it hard to believe we can change the agent interface color before coding this feature. Hope to see it soon. Thank you.

The first post about this was almost 3 years ago, the thread was not silent since then. Highly disappointing. Good thing your competitors are way behind and you can afford yourself to not add this super important feature.