We are excited to announce an early access program (EAP) for the help center search crawler EAP.
What is the help center search crawler?
The help center search crawler lets you easily surface great self service content that is not hosted in the help center when your end users and agents search for answers to their issues.
When we launched Federated Search, we made it possible to display links to external content that is helpful to your customers (but not native to your help center) in the help center search results. For example with Federated Search, search results display links to relevant external content (such as Wikipedia or Confluence pages) alongside help center results (such as articles, posts, and comments) when it is relevant to the query.
Until now, this functionality was made possible by ingesting records of that content via the external content API, and therefore required that you build and maintain a middleware to integrate the service, website, LMS, blog, etc. that host the external content and the help center.
With the help center search crawler, you will be able to set up a crawler in a few clicks to achieve the same results with no coding.
To learn more see the Zendesk Guide EAP - Search Crawler community topic and the What is the search crawler? post.
How do I participate in the EAP?
To participate in the EAP, we invite you to sign up using the EAP signup form.
We expect to start enabling this feature in January 2022.
5 Comments
Do you have any plans to overcome this limitation: " The content to crawl has to be publicly available."
We have some content available on the website, accessible via the same SSO as Zendesk and not public. It would be great if Zendesk could make a crawler work on any web page accessible with the same SAML single sign-on.
I can imagine that many of your B2B customers would benefit from this functionality.
Hi Jordan, as it is right now external content is not surfaced in messaging or email responses, but we intend to eventually make that possible. You can find a more detailed response here.
Will the crawler search metafields?
Will this work through messaging and email, or only searches in the help center?
Jordan Brown I have answered your question in the Search crawler EAP community post.
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