FAQ for Articles in Multiple Categories/Sections with Zendesk Article Multiplacement – Swifteq Ltd

Zendesk has a feature called Article Multiplacement that allows you to place an article in more than one location. Refer to the Zendesk help article Placing articles in multiple sections with article multiplacement.

369 Article with MultiPlacement in Zendesk.gif

Zendesk considers each article placement as a separate article record with its own ID. In Help Center Manager, and in Zendesk Knowledge Admin, the article shows as a separate item.

368 Article with MultiPlacement in HCM.gif

Due to the separate article record with its own ID, there are certain differences on how the articles with Multiplacement are handled in Help Center Manager. These are detailed below.

Functions that May Cause Issues

When using certain functions in Help Center Manager for articles with Multiplacement, there may be issues or expected results. These functions are detailed below.

Edit

In Zendesk, when you update the content of an article with Multiplacement, the contents of related placements are also updated and published.

If you Edit the content of an article with Multiplacement in Help Center Manager, this is reflected correctly in Zendesk. However, in Help Center Manager the change is only reflected in the article placement that you edited, and the change will not show in any other placements.

We recommend that you Edit articles with Multiplacement from Zendesk, and Sync the change to Help Center Manager. If you want to edit in Help Center Manager, you would need too edit all the article placements for each category/section.

Bulk Actions - Change Article Status

In Zendesk, the Article Status (Published or Draft) is held as the same status for each placement.

When changing the Article Status of an article in Help Center Manager, this will only change it on the selected placements. If the article Status is not changed on all the placements, this will cause a mix of statuses in Zendesk. Ensure the article placements for all the categories/sections, are selected, not just one of the placements.

If you need to change the Article Status of any articles with Multiplacement, do this in Zendesk.

Bulk Actions - Change Management Permissions

The Management Permissions in Zendesk are held as the same permission for each placement.

When changing the Management Permission of an article in Help Center Manager, this will only change it on the selected placement. If the article Management Permissions is not changed on all the placements, this will cause a mix of permissions in Zendesk.

Ensure all the article placements, for all the categories/sections, are selected, not just one of the placements.

Or, to change the Management Permissions of any articles with Multiplacement, do this in Zendesk.

Bulk Actions - Save to Zendesk

If you have used Edit in Help Center Manager on one of the placements and selected Save for Review, this placement would be showing as Under Review. If you use Save to Zendesk, this is the same result as Edit (refer above to Edit) and this is reflected correctly in Zendesk. However, in Help Center Manager the change is only reflected in the article placement that you edited and saved, and the change will not show in any other placements.

We recommend that you Edit articles with Multiplacement from Zendesk, and Sync the change to Help Center Manager and that you do not use Save for Review and Save to Zendesk.

Bulk Actions - Change Location

You can use Change Location from Help Center Manager to change where an individual placement is showing.

Do not use Change Location on more than one placement as, only one Category and Section can be selected in Change Location and this will cause the article to show more than once in the selected Category and Section.

If you need to change the Location of any articles with Multiplacement, do this in Zendesk.

Functions that Can Be Used Without Issue

Other functions in Help Center Manager can be used for articles with Multiplacement without any issues. These are detailed below.

Bulk Translate and Individual Translate

When you translate an article, with Bulk Translate or Individual Translate this will translate only the selected article placement.

When using Bulk Translate, select all the articles for all the categories/sections, not just one or some of the placements.

Search, Find and Replace

When using the Search, Find and Replace functions, ensure the articles for all the categories/sections, or all articles, are selected, not just one or some of the placements.

Duplicate

For Duplicate, you can select one or more of the placements. In Duplicate, you only select one category and section therefore, Duplicate only adds the selected article(s) once.

Export

In the Export, each of the selected articles appear as separate records, and show for each category/section.

Bulk Actions - Change Labels

In Zendesk, you can have different Labels for each placement. If you want to change the Label(s) in all the placements, make sure they are all selected. If you want different Labels for different placements, select the article placements as relevant.

Bulk Actions - Change Viewing Permissions

In Zendesk, you can have different Viewing Permissions for each placement.

If you want to change the Viewing Permissions in all the placements, make sure they are all selected. If you want different Viewing Permissions for different placements, select the articles as relevant.

Bulk Actions - Rollback from Zendesk

If you have used Edit in Help Center manager on one of the placements and selected Save for Review, this placement would be showing as Under Review. Because the change was saved locally it is not updated to Zendesk. If you have used Save for Review, you can use the Rollback from Zendesk to re-instate the content from Zendesk.

For articles with Multiplacement, we recommend that you do the Edit from Zendesk and Sync the change to Help Center Manager and do not use Save for Review. If you have saved any edits for review, use Rollback from Zendesk to re-instate the content from Zendesk

Bulk Actions - Delete from Zendesk

If you use Delete from Zendesk and do not select all the placements, this deletes only the selected placement(s). In Zendesk, the article shows without the placement(s) that were deleted.

Analytics

Each placement is treated as a separate article in Analytics.