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"Suggested Article" when use creates a new ticket to lookup into other sources

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The Eagle

Posted Sep 16, 2021

Hi,

When a user creates a ticket in my org, I want to tweak the "Suggested Articles" to search into other sources than the Zendesk KB (our community forums, our ELMS etc).

How can I do that ? where is the doc ?

 

Thank you

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    Gab Guinto

    Zendesk Customer Care

    Hello!

    Are you referring to Suggested articles in the ticket submission form when the user types the subject into the Help Center form (as shown here)? If so, then I'm afraid this default component is not exactly customizable. You may edit the styles/css of the suggested list, but the content cannot be modified and will always return items from within your Zendesk Help Center. Sorry if what you're looking for is not supported at this time. But if you have a team of web developers, then they may be able to fully customize your Help Center and implement modifications/functionalities that is not part of the native theme. Thank you!

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