I found this ancient thread: https://support.freshdesk.com/support/discussions/topics/300507/page/3?url_locale=
But would also like to have the possibility to show a solution article in multiple folders.
We have multiple products with articles which apply to all, and some only to a few. Right now we’d need to greatly overhaul our main page or get a custom folder view but that’s not an option for us.
Best answer by Pooja Bernice
Hi All,
Adding on to the thread, we finally have some good news, we have rolled out the flexible hierarchy feature for all accounts. This enables admins to structure their knowledge base architecture and organize content in a way that works for their audience.
Earlier, admins could organize knowledge base articles into a three-level hierarchy—Categories > Folders > Articles.
Flexible hierarchy scales the knowledge base architecture by enabling admins to **create folders up to 5 levels under each category** for better organization and seamless navigation. Admins can control how customers can access their knowledge base by setting permissions to view and manage articles at the first folder level.
Please refer to our link to set-this up in your accounts-
Creating categories, folders & solutions in your Knowledge Base : Freshdesk
Cheers!
I found this ancient thread: https://support.freshdesk.com/support/discussions/topics/300507/page/3?url_locale=
But would also like to have the possibility to show a solution article in multiple folders for tech products. We have multiple products with articles which apply to all, and some only to a few. Right now we’d need to greatly overhaul our main page or get a custom folder view but that’s not an option for us.
Yeah you are right. We also have multiple products with articles and facing the same issue. If it become possible to show the solution in multiple folder so it will be easy and the user will also easily understand it.
+6Hi All,
Adding on to the thread, we finally have some good news, we have rolled out the flexible hierarchy feature for all accounts. This enables admins to structure their knowledge base architecture and organize content in a way that works for their audience.
Earlier, admins could organize knowledge base articles into a three-level hierarchy—Categories > Folders > Articles.
Flexible hierarchy scales the knowledge base architecture by enabling admins to **create folders up to 5 levels under each category** for better organization and seamless navigation. Admins can control how customers can access their knowledge base by setting permissions to view and manage articles at the first folder level.
Please refer to our link to set-this up in your accounts-
Creating categories, folders & solutions in your Knowledge Base : Freshdesk
Cheers!
The change is interesting, but the core issue for us is showing the same article under different folders. As far as I know, it is still not possible.
Our products are getting more complex, and we want to provide very targeted help. E.g. - “For info about product X, click here, for info about product X, click here” – I have to duplicate articles and take care of both of them across languages if we implement changes valid for both, that’s my issue.
+6
+6I have been asking for this for years. We should be able to organize the knowledge base display based on tags. That would allow an article to show up under multiple categories and would be SO easy to do.
If you wanted to get a little fancy, you create the ability to set up a category/folder hierarchy and you can map each category and/or folder to a tag so that any article tagged with the same tag as the category or the folder would appear in that folder.
+5Hi, just picking up on an old thread - my solution articles only show up via the main portal, and not the custom portal I’ve created. I understand about permissions on folders etc. to limit viewing by company or person but not sure why the portal I’m logged into would make a difference?
Totally agree. We have specific articles that we want to display in both the product specific folder, but also a configuration specific folder. I don’t want to duplicate the article - just have it displayed in both places.
Consider exploring a knowledge base platform like Zendesk or Help Scout, which allows you to categorize solution articles across multiple folders, accommodating diverse product needs seamlessly.
+3Two huge features are missing from the solutions feature in FD:
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