Feature Request Summary:
In a Zendesk Help Center the content of a federated search should be available within suggestions / instant search, because else our customers don't find content from this source.
We are a software company with around 100 products.
The user manuals for these product are stored in a external Webhelps (based on Help&Manual) seperately.
Each of these Webhelps has between 25 to 5000 pages.
For many reason these user manuals shouldn't be migrated/moved into the Help Center - we want to use the federated search capability instead.
We managed to sync some content to the federated search API sucessfully, but our internal and external UAT provided the feedback, that 95% of our customers and partner to not find the content because they use the search form on the Help Center (based on the standard theme Copenhagen) to search for content only.
If a content is not part of the suggestions the content is like not available to them.
Means external content via federated search API reaches only a small number of customers.
Currently the content of a federated search is only available, if a user executes the search by enter - as mentioned above nearly no customers to this, because they just have a look at the top suggestions.
It is also not easily to explain why a search by enter has content available, which is excluded for suggestions.
Business impact of limitation or missing feature:
If we don't manage to provide the content of our user manuals to our customers:
- the efficiency of our support platform is much lower
- support agents need to point out our customers to the correct chapter in the user manuals manually and this leads to higher costs/incident
- self-service capabilities of Zendesk as single source of truth maybe questions by our management.
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