Feature Request Summary:
Instant Help Center Search should include results from Gather.
We are a global software vendor, and we use Zendesk Gather to get Feature Wishes (FW) and Change Requests (CR) for our product lines from customers and partners. Via the voting capability we want to get transparency among all the submitted product ideas.
We started with this approach and got some feedback:
- Right now, it is not possible to search for existing / already submitted products ideas (= FWs / CRs).
As described and specified as "as designed" in your article they are currently not included:
However, for usability reasons, our customers and partners initially use the Instant Help Center Search and if they don't find anything, they create a new post instead of voting for an existing post.
This leads to an unnecessary support and maintenance effort at the community manager level and efficiency suffers as a result.
It is also difficult to explain to the users of our platform why Help Center articles can be found via instant search and Community Posts cannot, mainly because our users perceive Guide and Gather as one unit and not as differentiated products.
Business impact of limitation or missing feature:
Our product owner and product manager are now pushing to use alternatives like AHA! and UserVoice instead of Zendesk Gather as the Ideas Portal.
This way, our product owners and product managers do not need full Zendesk access, i.e. no Zendesk subscription.
On the Support side, however, we have the highest interest to cover everything within the support platform (based on Zendesk) and not to use any additional third-party products that require own logins as well as additional licensing.
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