|
Announced on |
Rollout starts |
Rollout ends |
|---|---|---|
|
Feb 8, 2022 |
Feb 8, 2022 |
Feb 18, 2022 |
We are excited to announce that Zendesk federated search is now available in Knowledge. This means that on Enterprise plans, if you've configured Federated Search, you will also see links to external content in your search results.
What’s changing, and why?
Previously, when you searched for content in Knowledge, you received results from help center articles and community posts. With this release, search results in Knowledge include external sources such as blogs, company websites, and wikis. When you connect external sources (see Setting up Zendesk Federated Search in your help center), these sources are now accessible via the search in Knowledge.
We also updated filters to help you find the right external knowledge among other search results. You can use external types or external sources to filter the external search results. See Searching linking and quoting content in tickets.
If you have federated search pre-configured in your help center, external content search in Knowledge is enabled by default. If you don’t want your agents to see the results from the external sources, you can turn off this feature in the context panel settings, (see Configuring the context panel in the Zendesk Agent Workspace)
What do I need to do?
The feature is available for Enterprise accounts that have Agent Workspace enabled and federated search pre-configured. It will be gradually rolled out over the next few days.
5 Comments
Hello,
It appears that if we link any external content to a ticket using Knowledge section, a KnowledgeLinked event is not reflected in ticket audits. Is this an expected behaviour?
Thanks,
Korak
Hi Korak Purkayastha,
Yes, it is expected. Linking events are not reflected in the ticket audits. We are planning to reevaluate this at the later point.
Hi Tetiana Gron,
I appreciate your response. We want to report on linked external content in tickets. Today, we can only link them, but can't report on them. So, it's not very helpful. Is there any timeline on when Zendesk will reevaluate this? Thanks.
Hello, when searching for an article, the Help Centre corresponding to the Brand of the ticket is selected by default.
On our side, we have an internal knowledge base that is hosted on a separate Brand.
How can we set it up as the default Help Centre for knowledge search so agent can quickly search in it and not on our public Help Centre ?
Thanks
Hello Damien,
There are currently plans to have the filters in the Knowledge section be customizable or to have an option which ones to set by default. I am not able to share any concrete timelines as to when this feature will be released but rest assured that our product teams are aware of this current feature limitation.
For the meantime, we would suggest that you follow our Announcements section be notified of new product updates/releases.
Please sign in to leave a comment.