Summary
We’d like the ability to place a single public article in multiple folders within the Help Center, rather than being limited to just one.
Use Case
We organize our Help Center both by user role (Onboarding paths) and by feature/topic (e.g., Transaction Management).
For example, Transaction Management articles are highly relevant in multiple contexts:
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As part of Onboarding folders tailored to specific user roles (Agents, Admins, TCs)
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Within a centralized Transaction Management folder for ongoing reference
Currently, we have to choose one location or duplicate content, which creates issues with:
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Content maintenance (updates must be made in multiple places)
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Version control and consistency
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User experience (articles aren’t always surfaced where users expect them)
Proposed Solution
Allow public articles to be:
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Displayed in multiple folders (multi-location support), or
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Referenced/linked across folders without duplicating the article itself
Impact / Value
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Reduces duplicate content and maintenance overhead
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Ensures consistency across Help Center content
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Improves discoverability for users navigating by different paths (role-based vs. topic-based)
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Supports more flexible and scalable knowledge base organization
Additional Context
This would be especially valuable for teams with more complex onboarding flows or multiple user personas, where the same content naturally belongs in more than one place.