Share articles across multiple brand accounts

Hey, Joti - 

This is something we've thought about. We don't have a concrete plan at this time, but will definitely be investing in knowledge base management as we continue to develop the Help Center.

Max - This is what I was hoping would be part of the Multibrand launch as the ticket sharing was already handled via hub/spoke model. I believe someone else had this request here, but along with some other ones that may be addressed already.

We've heard this request many times, yes. We're completely aware of how difficult it is to manage multiple Help Centers and their content, even if you aren't creating duplicate content. That said, we don't believe Hub & Spoke accurately addressed the needs of creating and maintaining multiple brands, which is why we've built a true solution now, rather than a workaround based on ticket sharing. We will continue to develop Zendesk solutions for making this easier.

Max - We're happy to see Multibrand come to life, which we hope (and it seems like it will), be the platform for more multi-accounts management features to come.

Is there any update to this. This is one major reason I have yet to move to Multi-Brand

Hi Ben,

Unfortunately no access, but I'm wondering why it's keeping you from moving to multi-brand? Maybe you could elaborate a bit on that?

Well this for one. I we sell a hardware and software solution to clients. So roughly 50% of our help articles are related to the hardware itself and then another 25% could overlap on the software. So really just 25% are custom that would require a Brand. So instead we have Sections that are restricted by domain rather then the brand. Which works. I would love to move over but quite a bit of work will be needed as we would have about 5 brands and that would require a lot of duplication. 

Ben,

Thank you for that feedback. I might be missing something obvious, but I'm wondering why you want to move to multibrand if it works with the restricted sections?

I want this features too.

Hi,

We need this feature also.
At this moment, making articles for different brands is not user friendly!!!

Thanks

Hi there, 

we are trying to do the opposite - going away from multiple brand back to one single brand. But shutting down a brand means loosing all help center articles which would be a mess. Is there a way to move article, sections or basically everything from one brand to another? 

Cheers

Martin

Hi,

What's the status about this one?

Thanks!

We would like to see this feature, too.

We offer a SaaS product to multiple clients. We need to be able to extend our support beyond our direct clients (which would be our brand) to help our clients' customers, too, and this would require Multibrand.

Most of our help articles will be the same (guides, how-tos, etc.), so we'd like to be able to manage this without duplicating articles and creating a management nightmare (i.e. when something changes and we have to find all duplicated instances).

Thanks.

My company could also really use these features. Our solution gets white labeled and so the support sites need to have articles that span all brands, and some that are brand specific, with a variable that changes based on the brand. Like:

"Thanks for using {brand}"

would change to something like:

"Thanks for using Product A"

vs.

"Thanks for using Product B"

Likewise, the inability to manage articles across brands is a major stumbling block in our workflow and the biggest challenge we've faced in implementing Zendesk.

Having to manually move and update articles (as well as custom themes and other guide settings) adds significant overhead to our maintenance with each new brand we add. We don't think this is a sustainable solution as we continue to grow. 

Do we have an update on this? I am initiating Brands but have over 250 FAQs I would like to split over 2, possibly 3 different brand sites...

Hey Anthony - 

No real update at this time. It's something the product team is looking into and scoping, and a problem they hope to solve in the next 12 months or so. But nothing in beta or rolled out as of yet. 

Nicole, 

This is a core feature based on the description of why there is a need from all the posters on the multiple threads about multibrand content management (copy, clone, etc).  Is there any aftermarket apps in the marketplace that address this critical need?  Is there some API limitation that would prevent a 3rd party from creating such a tool?  

-Dk

Hi Dave - 

I don't know of any apps off the top of my head. A quick search through the Zendesk App Marketplace didn't turn up any such thing. 

As far as the API question, I am not enough of an expert in that area to know of the limitations. I believe a 3rd party could make such a tool. Our product team is currently working on some functionality around being able to publish to multiple Help Centers and that sort of thing, so I don't know if it would make sense for someone else to jump in and build that functionality at this point in time or not. 

My company would also love this feature.

I outlined my use case in a ticket (#3753127) but the short and sweet is that we have two different audiences who need two different support forms, both in our app and in the portal, but both need the same Help Center articles. We could potentially add more articles to one brand but most would be the same. We have one person maintaining all articles at the moment, so maintaining two virtually identical brands is cumbersome to say the least. It would be helpful to be able to select multiple brands to publish to when creating an article.

We are looking forward to have multiple brands in our Zendesk instance which is almost 60% covering similar products so it is very much needed to have GUIDE-KB shared between this brands(Single copy to be used by both) rather than copy/pasting…

This is the biggest challenge we'are facing to get our full support team on board to Zendesk;

Me again - any update on this - this is still a need on our end... 

We have one Help Center today with more than 800 articles and growing. 

Now we would like to create a Brand, however, as many of you are stating, 60% is the same content. 

So it would be a great challenge for us to maintain updated articles in two places. 

To update one article but share it in many brands is vital for us. 

We can not use Brands functionality until then...

Anyone that has solved this issue in another way?

I'm amazed that this doesn't exist. Having to maintain articles in multiple locations is very difficult and often leads to something being missed. Each article should have the option of brands to be displayed for as a multiselect for any brand in your instance of ZD, as well as an option for all brands so that those articles are automatically added for any new brands that may come along.