I would love to have the ability to create a solution and assign it to multiple categories/folders.
For example - I could have a Google Apps category and a General category with "knowledgebase" folders under each. If I create a solution I might want to post it in both locations. It would be nice to have that ability when editing the solution. Right now it appears it is limited to one.
Priceja - can you explain what you are trying to do in detail so our product team can figure out the best solution for this?
Do you also need to have folders show up in more than one category? Or just have solutions show up in more than one folder? Do you copy paste the same article under multiple folders currently? What kind of articles usually require the multi folder presence?
Thanks in advance!
Hi,
Scenario is as follows:
1. 2 categories. Category A, Category B.
2. Under each category 2 folders. Folder 1, Folder 2.
3. Quite often we have and will create solutions that have relevance for multiple folders. For example Solution X may be relevant to CategoryA/Folder1 AND Category B/Folder2.
I would like to be able to create a solution but before publishing it "tag" it with the folders I wish it to appear under. Right now you can do that via a drop down menu but you are limited to a single folder. It would be good to then be able to select a second (or third, fourth, etc) folder.
Consider it like GMail or Google Drive. Being able to label a message or document under different labels/folders so that it shows up in each.
We do not copy/paste. That is and will be too much work as our knowledgebase grows.
Articles that will appear in multiple folders can be anything that has relevance to multiple folders. For example - in our situation we have 4 categories. 1 general and 3 related to our primary apps. One article may appear as a "tech note" for a primary app but I would also want to apply it to the general/technote category/folder because it is a popular article or may have components to it that are relevant to that folder.
Hey guys - looks like it would be a huge architectural change on our end, so we will not be able to take this up anytime soon. But its a great use case, and we have marked it for when we are revamping our Solutions feature. I don't have an ETA on this, but do bear with us. And thanks for the great idea!
Too bad... I was thinking the same thing as I started creating solutions... where do I pout this? Category A? No B? No wait. IT's both.
Would love to have the ability to post articles in multiple folders. I have the scenario of an item which has a folder on its own, but that item may be used as part of another solution so would want it in that folder also. any timeline on this ability?
+6We are not taking up the feature of posting articles in multiple folders as managing the structure will be an issue. However, we are working on creating a single view KB manage page that will let you manage the entire KB structure more effectively along with additional functionality of cloning the solution articles. It is currently in the initial stage and we will keep you posted once we have a concrete ETA on it.
I definitely have solutions that apply to several of my categories. I don't want to copy the articles because then I would have to make updates in several places. This is too much work.
If you implement cloning, please ensure that making changes to the parent article would update all of its clones.
Yes, this is a feature of the most basic of knoweledgebase portals and a necessity. Who wants cloned articles showing up as related articles also when they are the same just in different product categories.
We need this feature, too. Be able to put a related article in multiple categories/folders and only have to update it in one location.
"We are not taking up the feature of posting articles in multiple folders as managing the structure will be an issue. However, we are working on creating a single view KB manage page that will let you manage the entire KB structure more effectively along with additional functionality of cloning the solution articles. It is currently in the initial stage and we will keep you posted once we have a concrete ETA on it. "
This is 2 years ago... in which stage is this now?
Cloning articles is not a good idea.
1. You then need to maintain multiple articles instead of one.
2. Search results return multiple articles instead of one.
Please look at Tagging solutions into multiple folders rather than cloning into multiple folders.
jason
I would like to add to the chorus here. Being able to have a single article show up in multiple categories would be a big help in terms of the information architecture because you can create multiple points of entry into a single article. Zendesk and Desk both support this.
+1I'm adding my 2 cents too. We also have articles that span multiple topics. It would be great to have a choice between organizing the knowledge base in a folder structure or a tag structure. They already have the ability to Tag articles. It wouldn't be that hard to go to the solutions page and be presented with an alphabetical listing of the available Tags and then be shown all the articles with that tag. An article then be tagged with as many tags as it needs.
+1Just to add my voice to this. I'm surprised this functionality doesn't already exist because as others have mentioned this seems to be standard in other packages. Even the Salesforce KB we've used in the past (which was poor in so many other ways) was able to do this. It's really making me have to think carefully about how we organise our Freshdesk Knowledge Base to avoid having to create duplicate articles.
It's been a while since there was any feedback from Freshdesk on this thread, so hopefully they can provide an update.
+1 I am surprised that this hasn't made it to the road map for FreshDesk after this amount of time. With forward thinking items, like chatbot (which is great), it is also critical good to keep the core functionality updated too. This is a needed feature seen as a standard.
I agree that this idea is needed. The ability to reuse a topic in multiple places is a basic concept in technical communication and information architecture. It provides much needed flexibility while avoiding the maintenance nightmare of duplicate content. This feature is offered by multiple other competitors.
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