Announcing help center Federated Search

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9 Comments

  • Jake Edwards

    How about starting with improving search for content that already exists within Support? We get so many people searching our knowledgebase for ticket #'s and ticket content all with zero results.

    Search should be smart enough to show content within Zendesk, first.

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  • Adrian Bishop

    I have 2 questions regarding this feature: -

    1. Can the external content be a cloud drive, hosting documents?

    2. Can the external content be limited by user segment control?

    We have knowledge stored outside of Zendesk, mostly on box.com in the form of PDFs, word docs etc. , however, we would only want to share this with a closed group, it cannot be available to the general public.

    1
  • Ryan McGrew
    Zendesk Product Manager

    Hey Adrian Bishop,

    1. You could potentially have external content from a cloud drive. The document needs to have a URL where the user could access it as that's accessible. If you take a look at the API spec, you'll see the URL property.
    2.  Yes you can specify a user segment on external content records so they're only visible to Agent or other user segments.
    2
  • Rachel M

    hello!

    i had a few curious questions:

    1. will federated search results be suggested by answerbot or when filling out a form? or will it only show external results during searches directly in the search field in guide?
    2. will interactions that send someone to an external item via federated search be recorded in explore? (i'd imagine we'd want to know if someone found what they were looking for regardless where the data was held.)

    thanks!

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  • Ryan McGrew
    Zendesk Product Manager

    Hey Rachel M

    1. Both of those are on our roadmap to deliver this year as enhancements on top of the current functionality.
    2. Right now we don't have reporting for external content clicks in Explore. I can definitely see how that would be useful and we'll consider how we can add that in the future.

    Thanks!

    1
  • Kelsey Davis

    Hello Ryan McGrew

    1. Does is search Gather?
    2. Will this go back the other way? Allow Help Centre search from the Website?
    3. How many sites can a single Help Centre be hooked up to so it can search? Eg we run a bit of a triangle - Wordpress + Magento + Zendesk Guide. Can my help centre search both Wordpress and Magento?

    Thanks

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  • Gorka Cardona-Lauridsen
    Zendesk Product Manager

    Hi Kelsey Davis, thanks for the questions!

    1. If you have community enabled for your help center searches will always include Gather community results.
      - If you have multiple Help Centers with communities enabled you can enable results from those communities when you enable search across multiple help centers.
      - If you want to surface results from a gather community that belongs to a different Zendesk account/instance you can build a custom integration between the two by using the Posts API to get the post data from you instance with the community and ingest it in the other account/instance where you want the results to appear in search using the external content REST API.

    2. No, to do that you should either embed the Web Widget on your site and configure Help Center or use a 3rd party search service like Algolia, Swiftype for your site search. You can find their apps on the Zendesk app marketplace,

    3. The product limit is 3000 external records (pages), but there is no limit on how many different domains those pages may belong to, however for filtering the limit of external sources is 3 and external types is 5. External content Source and Type names are only used for categorizing your external sources for end users to be able to filter by them.

    Hope that helped, otherwise let us know :)

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  • Michael G. Khmelnitsky

    Hi. Your link external content REST API is broken. Could you please fix it?

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  • Ryan McGrew
    Zendesk Product Manager

    Hey Michael,

    Thanks for pointing this out. I've fixed the links to the API documentation.

    0

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