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
Chris,
I understand the necessity and if this feature is of great importance to you, I can definitely understand if you are looking at other solutions.
I agree that we have a lot of problems with our KB. We are close to releasing our first beta of a new knowledge management solution which is the first step towards solving those problems. It will still take time to build in all the features we want, but we have an exciting roadmap ahead so even if you decide to use another tools for your knowledge, I hope you will come back in a year and see the progress we've made.
If you've left us, then maybe we can persuade you to come back :)
Hi Veronica,
It's not currently available for sign-up, but should be soon. I'll post here once it's open for sign-up.
Christian,
Not gone yet. Sill in love with "most" of Zendesk. Can't wait for the KB beta. Thank you for finally giving the community an update. No sarcasm, we truly appreciate it.
Christian - Thanks for taking the time to provide details, and for dealing with our frustrations. I agree with Chris...still in love with most of Zendesk. It's kinda like my mt. bike, (an older Cannondale) which is a ton o' fun most of the time, except for this one problem it has - chain suck going up hills. Then I'm on the side of the road getting greasy and swearing at it. But I love it again once it's back up and running ;-)
I had the chance of helping ZenDesk design their KCS App and we are doing a BETA now. Really exciting stuff to streamline and enhance the publishing process using KM best practices. Not perfect, but a very good work in progress.
Besides Christian's comments on the multiple categories issue, I still think that that feature is a must have and a basic requirement for any KB. ZendDesk needs to seriously consider on making that feature available.
Veronica,
You asked me to inform you when you could sign up for the Knowledge Management beta. We've just opened up the first version of the beta. You can read much more and sign up here.
Update: We have now launched a new overview of articles which you can find under Articles > Manage articles. This was the beta known as Knowledge Management. We will be creating more betas in the coming months with more functionality.
+1 for this issue.
I'm building our help centre knowledge base now, and we have a category called 'Getting Started'. It's a series of introductory articles pulled from elsewhere in the help centre. I was just assuming I would be able to link an article to multiple sections/categories, and am very disappointed that I'm not able to do this. There's no way I'm creating duplicate articles (it would create a terrible UX for search, and the 'popular articles'/'recent articles' sections. Creating link-through articles is not a very good solution, either. Grr.
I hope you guys tackle this next!
Hi,
this is definitely something we would love to have.
We're planning too to have a collection of articles for our "getting started" category, but without the ability to link to multiple categories, this looks difficult to achieve...
Surprised this basic functionality is not built in. I have worked with a lot of CRMs over my career and this is the first time I have ever heard a Kbase not have this feature.
Please add this as we cannot scale properly with the current Zendesk Help Center design.
We too would like this feature enabled. Having thousands of parents and children using our products, we often find the need to display articles which fall under multiple sections.
Additionally, is it possible to gain access to the Beta program or at least view what is currently being considered within the Beta platform?
Thanks!
D
Gui-Berlin, currently there is no update from my post from August 26.
Danny, you can see any currently running betas here: https://support.zendesk.com/hc/en-us/articles/207106547-Current-and-upcoming-Zendesk-betas
Is there any ETA for when this functionality will be made public?
Our company makes a number of hardware products and our Help Center is organized around product-specific categories. For us, there are many common articles that apply to multiple products, and with current functionality we have to duplicate these articles to create a new version for each additional product category. As our product line and Help Center grows this makes maintenance extremely tedious since each change has to be made multiple times for each duplicated article, and we worry that at some point this will make maintenance unfeasible for us with this particular Help Center model. Adding functionality to allow a single article to be posted in multiple categories will make the Help Center scalable and more appealing to companies with larger product lines and/or a need for a large amount of Help Center content. Please make this available to us soon!!
I agree Matt. Our company is in a similar position, but instead of supporting multiple hardware product lines, we support our software which has a new release every year. There are a lot of articles that are applicable to multiple software versions, but then others that are unique. It would be great if this feature was addressed.
This has been such an issue and so old that I thought it would have been solved by now. It is by far one of the best non-existent features. I did some KM consulting about 3 months ago for 3 different companies that were looking at ZenDesk and they went another route, this feature was one of the triggers.
I think that the PM's are asleep or not doing their job.
Yes... after spending so much energy into building our Zendesk platform we are already considering canceling our account because of that (missing) feature.
It's such a pity and a waste of time...
How amazing is this. Originally requested in 2012, now four years later still being requested.
And as I type this, a pop up appears to the side of this topic, from Sarah Kay, Customer Support Analyst at Zendesk that says:
"We'd love your feedback about your experience in our Help Center. Please take a quick survey to help us help you!"
Well, how about Analysing this?
Knock! Knock! Zendesk. A lot of us still have heaps of respect for your great product. But when we think no one is listening, it's tempting to start looking for alternatives that offer basic functionality like what being requested here...Programmatically it would be a cinch.
Not expecting anything to happen however, I am unfollowing this topic because all I am getting is more people like me saying the same thing and getting no answer.
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