Please can you allow us to copy / duplicate a Help Centre article.
Currently the only way to do this is to create a new article, paste the source code across articles. Even this solution has its drawback as any attachments are lost in the process.
This feature would also solve the issue of creating backups which we are also doing manually at present.
thanks
Craig
Hi Nicole - you mentioned checking in with the team - any news? Is this type of functionality something that is included in what they're working on?
I hope Zendesk Guides has this feature in Manage Articles. Especially, it's helpful to resolve the following request too.
What I want to do is to create a new article by cloning a template from this list, which shows only articles using KCTemplate.
This feature would be incredibly useful. Especially since images don't copy and paste well, this becomes extra time consuming. When I want to edit a customer facing article for an upcoming feature, but not release the changes externally yet, I'd like to be able to create a clone, made edits, and then release it with the product update.
As a software development firm, we understand the challenge of juggling priorities.
In looking at this from the value versus level of effort perspective, where does Zendesk sit?
Is it not valuable enough to your users? Is it super complex and involved to copy/clone an article?
On the surface, it appears that this will help a number of your users and that it would be considered a low-to-medium level of development effort.
I could really use this feature in my workflow. I have to create lots of similar articles in different sections!
Hi all -
This request is one that the Guide product team is highly aware of and are looking into. I'll check in with the Product Manager and see if there are more details on this we can share.
Hey All,
This is definitely something we're working toward, but it's a path that includes a few other features along the way.
The first thing we need to do is rebuild how permissions work in Guide. This work began in earnest in Q1 2018. Today they are set at the section level and we are working to migrate these to the article. You can see that we currently have an EAP of the new management permissions available. We are gathering customer feedback on the experience now. We will then be working on updating view permissions for articles, again moving from the section level to articles.This is important because putting an article in 2 different sections with differing permission would be impossible. We're hoping to have all of this work completed by early Q4 2018.
Once we've rebuilt permissions, we're working on deeper, more flexible hierarchy. This will allow for sections within sections. We're hoping to have an EAP available for this in Q4 2018.
From there we expect to begin work on this feature which allow you to place an article in more than one section in Q1 2019.
We are fully aware of the use cases, have done customer research into the problem and are working on design concepts now that we'll be testing along the way. These are all very core parts of Guide platform and require us to be fully backward compatible as we move into the new world. It's a lot of heavy lifting and careful planning. To that end, we are making a significant investment over the next 9 months to rebuild these parts of the product so that we can support these very important features for our customers. We have a team of engineers and a product manager just dedicated to these features.
I hope this helps shed some light into our progress and how we're tracking to where we want to be.
Thanks for the update, although this was promised to be in the roadmap 2 years ago so having to wait another 9 months is not really acceptable. The current solution is not scalable for multi white-label brands
Agree, this is a very desirable feature! Having multi-brands with similar (to not say identical) solutions, and losing any image during copy/paste is a very manual labor. Another vote for this feature.
Agree, that we need all of these features - copy, deeper hierarchy, section in a section etc. I hate seeing this was first requested in 2015 - yikes! but happy to hear there is a timeline.
When I receive "Announcement" emails from Zendesk about link colors and field labels being updated - and we have major critical features needed for KB like this since 2015 - does anyone get the sense that Zendesk's priorities and resources aren't being used appropriately? It's a joke. Knowledge Base is sorely lacking in so many places.
I would have switched solutions a long time ago but there's nothing else out there that I know of that's any better. They all suck and lack features.
I realize this isn't a super productive comment but I'm just getting a little tired of running into a basic need in ZD Guide and then finding a multi-page, years-old thread of users like me crying out for it and being told it's coming soon.
Hi Darcy -
Thanks for sharing your feedback. We understand the frustration, and realize that knowing something is coming is small consolation for having to wait for a long time to get it.
Communication in the Product Feedback topics has been sub-par for a long time, and we're taking several steps to improve it, in the way we organize things in the community, the expectations we set for our users and the way that we take in, process, and implement feedback internally and then communicate it back out to our users.
To appropriately set expectations, requests posted in the forums are by no means guaranteed to be built. Those with a high level of engagement (a lot of comments and votes) will typically get reviewed by a product manager, and then will be evaluated to see if it fits with the rest of the vision for the product and, if so, where in the next 12-18 months it might fit into the roadmap. Sometimes there's something we see a strong need for, but it doesn't fit with the other things in process, or there's something else we need to build first, so it gets delayed several dev cycles. Sometimes, it gets on the roadmap, and then pushed back off as something more business critical must be dealt with first.
This is one of those cases; there were several other things that had to be created before this could be implemented in order for it to work. Ryan has posted about that and we've tried to be clear about the process, letting users know just a few months ago where things were at.
Development for a major piece of functionality like this takes time. But we do hear you, we do appreciate your participation, and the team is doing everything they can to get these things out the door as soon as they can.
This is definitely one of the most important features for companies with more than one brand. I am surprised to see this basic feature is missing on Zendesk. Hopefully, it will be launched soon or else managing the whole Guide system will become difficult.
Cloning would be awesome! Copy/paste the contents of an article works well enough but when you have a number of articles to do this for it is very time consuming.
I agree, it would be really helpful to duplicate categories/sections and articles to other brands.
We are currently managing about 15 brands and it is quite boring and time consuming to copy/paste.
I'm really surprised that no one at Zendesk has already developed this basic functionality.
Just wanted to add another voice to the chorus. Being able to clone articles one-by-one or in batches would both be really helpful. Being able to copy entire pieces of the guide "architecture" would be even better.
Another vote for this feature, please. I love the way Help Center works but have already found occasions where I need the same article in more than once section. Being able to clone and then edit would be great.
My team and I were just discussing how great a clone function for help articles would be! Looking forward to this being added in the future, it will save us a lot of work!
Same here, I was surprised this functionnality doesn't yet exist in Zendesk. Having more than 100 brands, with half of the articles identical for each brand, being able to duplicate them would save me a lot of time. I'm using GDoc import but this is really time-consuming. And I didn't mention language variants, did I ?
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