Setting up Zendesk Federated Search in your help center

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11 Comments

  • Kelsey Davis

    Hi, if I use Copenhagen but the theme has been duplicated and then customised, will we still need to edit the theme ourselves or will it be updated as the Copenhagen themes are to be updated by Zendesk? Thanks

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  • Maggie Ungerboeck
    Community Moderator

    Hi Kelsey,

    Once you customize the theme, then you don't get the automatic theme updates from Zendesk. 

    Thanks,
    Maggie

    0
  • Amanda Q

    Hi, 

    I'm very excited about this new feature but under Help Center settings, there is no category 'Search Settings' where I can configure the Federated Search. 

    Is anyone else not seeing this option in their Help Center settings? 

    Thanks, Amanda

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  • Augusto Silva
    Zendesk team member

    Hey Amanda Q

    This feature is currently only available for Guide/Suite Enterprise customers. Check you Guide subscription to see if it is available.

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  • Tray Cushing

    Augusto,

    According to Ray at Zendesk, in addition to having the Guide/Suite Enterprise edition, you must also have the Support Enterprise edition, correct?

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  • Augusto Silva
    Zendesk team member

    Hey Tray Cushing,

    Just checked with the team and you don't need Support Enterprise for this specific feature. 

    You do need Support Enterprise to Enable search across multiple help centers

    Hope this clarifies it 🙂

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  • Tray Cushing

    Wanted to see if anyone could share a sample scripting for an external content record via REST API - thanks.

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  • Anton Mintsev (EMEA)

    I wonder if federated search results will be accessible by AnswerBot and in Agent Workspace? 

    1
  • Gorka Cardona-Lauridsen
    Zendesk Product Manager

    Hi Anton Mintsev (EMEA) both of those features are on our roadmap and expected to be delivered in 2021. Making federated search results available in Agent Workspace is the first of the two to be delivered.

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  • Jon Simone

    Is there a specific reason why articles need to be added through API or am I missing something? Also happy to hear that there are plans for these to be accessible by AnswerBot and Agent Workspace!

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  • Gorka Cardona-Lauridsen
    Zendesk Product Manager

    Hi Jon Simone, we have chosen to expose an API to ingest external content records as the first interface because it allows for full flexibility to integrate with any other service that hosts the content you want to make discoverable through Help Center search, but we are currently working on adding no-code methods for adding external records as well. Unfortunately I can't give an ETA yet.

     

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