Enabling search across multiple help centers

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  • Robin Johns

    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,


  • Juraj Jarmek

    Hello @...,

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

    Hope that helps!

  • Richard Dawson

    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.

  • Zsófia Spicze

    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!

  • Dainne Lucena
    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? 


  • Megan Romero

    Will user segment permissions be respected across the brands? 


  • 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.
  • Megan Romero

    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. 

  • Sharmila Govindarajan

    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?

  • 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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