Changing the search behavior for multiple brands in the Knowledge Capture app

If you have set up multiple brands, by default, the Knowledge Capture app searches the help center of the brand set on the ticket. You can change this behavior to search based on the agent's last selected brand in the Knowledge Capture app. This might be useful if you have all of your content in one help center, and not in each branded help center.

When you change the default behavior, the first search an agent does in the Knowledge Capture app uses the default brand. When an agent changes the brand for a search in the Knowledge Capture app, that brand becomes the default when they open a ticket and search in the Knowledge Capture app.

You must be an administrator in Zendesk Support to change app settings.

To change the search behavior in the Knowledge Capture app

1. Click the Admin icon () in your sidebar, then select Apps > Manage.
2. Click the options menu on the Knowledge Capture app, then select Change settings.

   

3. In the settings page, click App Configuration.
4. Deselect Auto-select brand for search.
5. Click Save Settings.

Other Knowledge Capture app settings include:

• Disabling agents from flagging and creating articles
• Disabling users from solving their tickets based on linked articles
• Changing the app location