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Enabling search across multiple help centers



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Jennifer Rowe

Zendesk Documentation Team

Edited Feb 07, 2025


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10 comments

Hi all,

If Search is enabled across multiple help centres/brands, will answerbot consider this when suggesting articles during the ticket creation process, or does it only search the active brand?

Thank you,

Robin

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Hello @...,

Please note that Answer Bot will only suggest articles from the brand associated with the ticket.

Hope that helps!

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It would be great if the answer bot suggested articles as well.  Otherwise it doesn't really work to be able to search articles in the help center and not the bot.

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Hello Jennifer Rowe

 

can you please give more insight into why the multiple brand search function does not work with Knowledge Capture / Knowledge, when looking for articles from within tickets? 

It only shows articles in the "front end" of the help center, which does not really help. Can you please tell what setting is there to enable the multiple brand search from within tickets?

 

Thanks so much!

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Dainne Kiara Lucena-Laxamana

Zendesk Customer Care

Hi Zsófia Spicze,

Would you be referring to this function in the Knowledge Capture app where you can choose which Help Center to search from? 

 

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Will user segment permissions be respected across the brands? 

 

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Dane

Zendesk Engineering

Hi Megan,

The actual user segments can be used for all brands. However, the permission for the HC, articles and community topic should be set individually for each brand.

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Thank you, Dane. 

If I am searching from Brand A help center, and my search returns an article from Brand B... will the article in Brand B only display to me if I am in the user segment that is allowed to see it in Brand B? Will Brand B recognize who I am and only show me what I am allowed to see?

Ultimately, my concern is whether a user would see content they are not supposed to see. 

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Hi
Some what similar question as above, If we have a brand that is restricted (requires sign-in to view articles), but we have enabled the setting in another brand to include results from the restricted brand, will the articles show up in the results page? How does that work?

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Zsa Trias

Zendesk Customer Care

Hello Sharmila,

If the search is done on Brand A and Brand B requires the user to sign-in, the articles from Brand B would only show in the results if the user is signed-in. If not signed in, only articles from the same brand that are available to the user would be shown.

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