Support Federated Search at Instant Search (= include them at Suggestions)

3 Comments

  • Dave Kaminsky (Qumulo)

     

    Gorka Cardona-Lauridsen can we get an official response to this request?  I can not find any documentation on federated search supporting or not supporting Autocomplete. Autocomplete is a major component of self-service and ticket deflection.  Clarity on Federated Search functionality would be very helpful to your customers with multiple sources and content types. 

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  • Gorka Cardona-Lauridsen
    Zendesk Product Manager

    Hi Josef Prandstetter and Dave Kaminsky (Qumulo), apologies for the late response.

    Federated search is not currently supported in instant search (autocomplete) and article suggestions, but we do intend to add support for search of all kinds of content - native (articles and posts) and external content - to those search interfaces to provide a unified search experience.

    It is currently on the 2022 roadmap so we expect to release it within the year, but as always we cannot 100% promise that as unforeseen events or challenges may change timelines and priorities.

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  • Dave Kaminsky (Qumulo)

    Gorka Cardona-Lauridsen

     

    This gap is creating a horrible user experience and leading to lost data on user behaviors and lost agent efficiencies.  Is there a known workaround such as using a local hosted "stub" or redirection method to the external resource? Those using the federated search feature to work around other platform limitations or working the Docs as Code methodology, need a method to fill this feature to ensure we get the most reliable data on our end users' ability to find content, self-solve, improve our ticket deflection rate, and make the best use of Agent time. 

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