Allow adding articles to multiple collections

Being able to add an article to several collections would mean less maintenance and reduced costs for translations. There's a clear use case for it. 

I would REALLY really love to see this feature prioritized. As our customer base is very diverse and our platform is quite flexible to different use cases, it would be hugely beneficial to be able to include the same article in multiple relevant collections to better guide our customers without adding the huge maintenance overhead to maintain manual copies in multiple places.

For example, there are some core articles that are important to have in our getting started / workspace setup / user setup collections to help people onboard smoothly and quickly, but those are not the right dedicated place for these articles to actually live / not the collections that make sense for everyone else looking for them.

+10 to this request!

​@Sophie Humphrey AGREED!

I just wanted to add that I believe this request becomes even more important with Fin AI.

Yesterday I was consulting with a team and we couldn't figure out why Fin kept answering a certain way when we had updated an article to reflect shipping regions - turns out we had two versions of the same article but one wasn't updated because it was in a different collection, the second version was causing Fin to be confused and wouldn't answer correctly until both were updated even if we had a snippet with the correct details and one article updated, the other version of the article was throwing things off. 

Being able to add an article to multiple collections would reduce the chances of a similar issue because you wouldn't need to track duplicate articles that were created in other collections just for placement reasons. 

Agree with ​@Nathan Sudds, this has now become a critical issue for us. We are using the duplicate article workaround in many places but FIN does not cope with the duplicate information. We are working in 8 languages too so the problem is compounded. 

Please do this Intercom Team 🙏

Is there any update on this, ​@Jennifer K ?

This is super important to us. 

In cases where we have needed to put the same content in multiple collections we’ve had to duplicate the article… that means there is more than one place where an article needs to be kept up to date. It’s a real pain.

Can you please prioritize the development of this feature?

Hi ​@Jennifer K do you have an update for us? This issue has been one of the top 3 the most wanted features for a long time. Also note that although this request appears to be new (~1 year old), this is because several similar (much older) requests were combined. It's actually a very old request. Be good to know that Intercom are considering it...

Yes, this would also be useful for us. The use case for me is currently we (mainly) have collections that are feature/category based. However, we also have a “Getting Started” collection. So it would be great to add content based on category/topic, but also the occasional task-based or event based one. 

This is so important to us that I can barely express the pain not having it is causing.

I have 500+ resources in our help centre, nearly 300 of which are public articles. I am one person managing this help centre by myself and we’re about to launch a new product. This product shares a few screens with existing features within our platform and instead of cross-posting articles from one collection to another, I need to fully duplicate the articles.

We rely heavily on FIN for our customer support and given the complexity of our product, we have to be very conscious about ‘garbage in, garbage out’… the catch phrase that gets thrown around in webinars an pioneer all the time.

Not having this feature and forcing us to have to deal with duplication puts us in a place where we have to potentially introduce garbage… as our product evolves, I’m going to need to track where all the multiples are in order to keep them all updated and that’s no small task, it’s a full out waste of my time.

Intercom Customer Success did share that there is a new feature in FIN > Training called suggestions that ‘can’ identify duplicates and contradictions. So far it has not been able to identify a duplicate in our help centre and I know they are there. I have been told, “it’s just brand new” so it may still have flaws or bugs. Even if it were working ideally, it’s still just a glorified to do list. I am not looking to have work pointed out to me, I’m looking to save work by not having to cope with duplication in the first place.

In a meeting yesterday I was informed that this isn’t on the present roadmap and there is no guarantee that it will be on a subsequent roadmap… I’ve never been told so politely to please don’t hold my breath. I was also told that my feedback is valued, but may not result in change. 

I can’t feel good about having to accept that I will have to create materials for my help centre that shouldn’t have to exist and I will have to embrace the additional work that comes with maintaining this additional material.

The other work around that was suggested was that I create a fully separate help centre for this new feature to my existing product so that I can cross-post my articles to a space outside of my current help centre… the product that I am releasing is still part of our existing platform, but the suggestion was to give it it’s own help centre completely separate from the help centre that serves the rest of our platform… not really a workable solution at all.

It feels like Intercom is so caught up in trying to do what is cool, that they’re missing some really basic features.

I can relate so much to this! 
We have over 800 public article and this one little feature - being able to have a single article appear in multiple collections would solve so many issues for us. Yet we have to wait on such simple things - even though the amount of upvotes is very high- because they are so busy with Fin. 

The irony being that Finn performs badly because of the duplicated information!  

 Our Use Case

  We have multiple white-labeled Help Centers for different customers/product flavors. Each Help Center contains the same content but needs to be branded separately for different customers.

  Problem: Intercom UI does not provide a "Copy Help Center" feature. Manually adding hundreds of articles across multiple Help Centers takes days of work and is error-prone.

  Our Solution Attempt: Use the Intercom API to:
  1. Create collections in the destination Help Center (works ✅)
  2. Attach existing articles to collections in the new Help Center (fails ❌)

  What We're Trying

  We want existing articles (same article IDs) to appear in multiple Help Centers under different collections.

  Example:
  - Article ID: 12900214 (exists in Help Center 1191603)
  - Source collection: 16803421 (help_center_id: 1191603)
  - Destination collection: 16862544 (help_center_id: 4591104)

  API Request:
  curl -X PUT https://api.intercom.io/articles/12900214 \
    -H "Authorization: Bearer ********" \
    -H "Intercom-Version: 2.11" \
    -H "Content-Type: application/json" \
    -d '{
      "parent_ids": ["16803421", "16862544"],
      "parent_type": "collection"
    }'

  Expected Behavior

  Article 12900214 should appear in BOTH Help Centers:
  - In Help Center 1191603 under collection 16803421
  - In Help Center 4591104 under collection 16862544

  This is possible via the UI Article Editor (Details panel → Add to multiple Help Centers).

  Actual Behavior

  ✅ API accepts the request (HTTP 200 OK, no errors)

  ❌ Article only appears in the original Help Center (1191603)

  When retrieving the article via API:
  curl -X GET https://api.intercom.io/articles/12900214 \
    -H "Authorization: Bearer ********" \
    -H "Intercom-Version: 2.11"

  The response shows "parent_ids": ["16803421"] - the destination collection 16862544 has been silently discarded.

  Our Questions

  1. Is it possible to add articles to collections across different Help Centers via the API?
    - The UI supports this functionality
    - The API accepts the request but doesn't apply the change
  2. If this is a known API limitation, what is the recommended workaround?
    - We have 100+ articles to migrate across multiple Help Centers
    - Manual UI entry is not scalable for our use case
  3. Is there a different API endpoint or approach we should use?
    - Perhaps a batch operation?
    - Or a Help Center cloning endpoint?

  Why We Need This

  Our business model requires maintaining identical content across multiple white-labeled Help Centers for different customers. The lack of API support or UI cloning features creates significant operational overhead.

  Current manual process:
  - 200 articles × 5 Help Centers = 1000 manual operations
  - High risk of inconsistencies and errors

  Requested solution:
  - API support for cross-Help-Center article assignment, OR
  - Bulk "Copy Help Center" functionality in the UI

We're running into the exact limitation described above. Cross-posting articles across collections is foundational in tools like Confluence, and the lack of that functionality in Intercom is not ideal...

We're building out three help centers, one of which combines three products. Audiences often need the same core content surfaced across different products in the same help center, and we frequently want the same article to appear in related collections. For example, an article on promoting events is relevant to both our event setup workflow and our marketing best practices collection, but today we're forced to either duplicate the article or rely on manual linking.

Neither workaround scales... Duplication degrades Fin's answer quality - stale or conflicting versions of the same article cause Fin to surface incorrect information. It’s also a lot of effort to maintain two versions of the same article. Linking out requires us to track every reference so we can update them when articles are moved or deleted. For a lean team, the maintenance overhead of either approach is not sustainable….

Allowing a single article to live in multiple collections would improve Fin accuracy, and save us significant time. This is foundational - we'd love to see it prioritized!

Can I suggest to anyone following this thread to contact your Intercom rep. This is now the TOP requested idea and yet it STILL isn’t on the “Planned” list.