What is the Federated Help Center search EAP?

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22 Comments

  • Michael Rieder

    Thank you - that is an important and forward-looking feature!

    A question about Answer Bot.

    Will Answer Bot also be able to find this external contents or are they limited on the search functionality in guide?

    1
  • Gorka Cardona-Lauridsen
    Zendesk Product Manager

    Hi Michael, thanks for the feedback!

    As of right now federated search results can only be consumed through Help Center search, but this is only the first step and we will make federated search results available through more interfaces. I can't give a timeline at this point, but Answer Bot availability is one of the top priorities.

    1
  • Michael Rieder

    Thank you Gorka!

    We have discussed some plans for our next steps yesterday.

    Will this EAP also works with the Knowledge Capture App within the zendesk ticket or would that be a separated EAP?

    0
  • Gorka Cardona-Lauridsen
    Zendesk Product Manager

    Unfortunately KCapp support will not be covered this EAP, it will be a seperate one.

    0
  • Nicole Haberman

    I am starting to enable this feature for our help center, but am having issues generating 'Types'. I receive the following response: {"error":"InvalidEndpoint","description":"Not found"}%

    My 'Source' creation worked so, I do think everything for the EAP is set up properly. Any assistance is appreciated. 

    0
  • Adrian Bordinc

    Hi Nicole Haberman,

     

    Would you mind posting the full URL (or just the path, without the subdomain) that you're trying to hit with that request returning InvalidEndpoint when trying to create Types? 

     

    Thanks

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  • Nicole Haberman

    Sure thing! 

    curl "https://******.zendesk.com/api/v2/external_content/types" -d '{"type": { "name": "Guides" }}' -u *******/token:*************
    {"error":"InvalidEndpoint","description":"Not found"}%

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  • Adrian Bordinc

    Hi Nicole Haberman

     

    You're missing the `guide` part of the URL.

     

    You have: 

    ***/api/v2/external_content/types

    It should be:

    ***/api/v2/guide/external_content/types

     



    See more info on our documentation: 

    https://developer.zendesk.com/rest_api/docs/help_center/federated_search___external_content_type_api#creates-an-external-content-type

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  • Nicole Haberman

    Ah! That would do it - thanks! 


    The curl example in the docs doesn't have that:

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  • Adrian Bordinc

    I'm sorry about that. I'll go ahead and fix the documentation 🙏

     

    Let us know if you encounter any other issue or if you have any other questions.

     

    0
  • Kim Roberts

    How will this impact the ability to search for tickets AND knowledge AND community posts while in one spot?  Will users be able to see any of these items, or will they have to do separate searches in Help Center or Guide and Gather to find what they are looking for?  Ideally customers can find whatever they want to with one search.

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  • Ryan McGrew
    Zendesk Product Manager

    Hey Kim,

    Federated Search allows you to add content from external sources like API documentation platforms, e-commerce sites etc. into your existing Help Center search. Help Center search already enables searching across both the knowledge base and the community, Federated Search allows you to add more content sources into the mix.

    Thanks!

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  • Kim Roberts

    I didn't see anything about tickets.  Ideally, if someone asks a question, it would be great if it showed articles, community discussions or tickets - anything that matches what they are searching for.  Maybe they had a past case about it.  Can it be used for that?  Or do you still have to do a separate search of your tickets?

     

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  • Ryan McGrew
    Zendesk Product Manager

    Ticket search continues to live under My Activities tab for the time being unfortunately and is outside the scope of this particular early access program. 

    0
  • Nicole Haberman

    Hi Adrian Bordinc / Zendesk Team, 

    My team is looking to implement the federated search into a CI/CD process and had a question of clarity in regard to the API docs. Is a record update a destructive update? The docs say this: 

    Updates a record

    • PUT /api/v2/guide/external_content/records/{id}

    Given an id, delete the corresponding record


    Thanks!

    0
  • Adrian Bordinc

    Hi Nicole Haberman,

     

    I'm sorry for this; it seems like a copy-paste error in our documentation. That description is from the section below: Delete a record 

     

    The Update is not a destructive action, but instead, it does what you'd expect it to do.

    The description for the Update a record endpoint should be:

    Updates the record identified by the given ID with the request body.

     

    I'll go ahead and fix it. I apologize for the trouble, and thanks for letting us know.

    Feel free to ask if anything else shows up.

     

    /Adrian

    1
  • Nicole Haberman

    Hi there (again :) ), 

    We are having difficulty getting back all of our records from List external records endpoint once they start paging. The documentation says that we should be able to use "page" in the query, but I can't seem to figure out what that should look like. Can you provide a few working examples of paging complete with full curl or at least a sample URL?

    Here's what I've tried so far:curl https://hiddengarden.zendesk.com/api/v2/guide/external_content/records?page=2 -u removed
    curl https://hiddengarden.zendesk.com/api/v2/guide/external_content/records/2 -u removed
    curl https://hiddengarden.zendesk.com/api/v2/guide/external_content/records?page=2 \ -d '{"page": {"before": 1}'

    https://developer.zendesk.com/rest_api/docs/help_center/federated_search___external_content_record_api#lists-external-records

    I totally understand this is an EAP so things aren't perfect, and really appreciate the assistance with the documentation. 

    Thanks, 
    Nicole 

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  • Adrian Bordinc

    Hi Nicole Haberman

     

    Looks like our documentation still needs a few things ironed out :-)

     

    Here's some working examples based on your link above:

    curl https://your_subdomain.zendesk.com/api/v2/guide/external_content/records?page[size]=1

    ☝️ the above will paginate the results, 1 per page, you can configure this setting using the page[size] parameter (I believe we have a maximum allowed page size of 10 for now)

    In order to get the following results, you need to set the page[after] parameter.

    curl https://you_subdomain.zendesk.com/api/v2/guide/external_content/records?page[after]=CURSOR_HERE

    The CURSOR_HERE variable, is taken from the previous response.

    https://developer.zendesk.com/rest_api/docs/help_center/federated_search___external_content_record_api#example-response

    In the example above, the cursor is MQ, so the link should be:

    curl https://your_subdomain.zendesk.com/api/v2/guide/external_content/records?page[after]=MQ


    Thanks for pointing this to us. Really appreciate it. I'll add a task for us to clarify the documentation around pagination,

     

    Reach out if anything else shows up

    /Adrian

    1
  • Kelsey Davis

    Hi, how is the EAP going? When will this be a standard feature of Zendesk? And who will it be available for? Thanks

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  • Rachel M

    i know it's not part of this EAP, but i'm curious if there are plans to be able to initiate the federated search from an external, non-help-center site, which would then be able to search the resources on that site + guide, and redirect as necessary. 

    now that i'm typing this out, i'm thinking similar to the web widget... but also searches the site it's implemented on.

    let me know if i've confused everyone.

    thanks!

    3
  • Kelsey Davis

    I too would like what Rachel M asks for! A two way relationship with search so it doesn't mater where customers are they receive all would be much desired. So would be great to hear your response :)

    0
  • Pat Harland-Lee

    Hey there, any update on a rough estimate for integrating this with Answer Bot? It's pretty much all we need!!

    0

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