Lucas Garlepp

Hi Preethi, it would be great if you could provide a specific commitment on timeframe.  '2023' could mean the feature is coming next month (as I type this on November 1st 2022) or 12 months.  We are a new user of zendesk and currently considering how we are going to deliver thousands of pages of product documentation for our various modules. 

In some cases, smaller 'how to' type articles are perfect to put up online directly but many clients still expect to be able to download detailed product guides, testing scripts and more that really aren't suited for an online article experience.  

However, if we can't get search inside documents we are going to have to consider putting all that documentation online.  This is probably a full time job for someone to both do initially and then manage longer term.  As such we need to know when this feature is coming.  If it's not for 12 months we need to hire someone today.  If it's coming next month, we don't need to hire that person right now so your response has real business implications for us.

We're just one business, but I hope you might be able to give us a little more insights into your delivery timeframe.  Thanks! 

Overall we're loving the zendesk experience by the way, our clients really appreciate our new method of engaging with them.

Agreed - would be great to have!

When our team told me that this feature wasn't available I was frankly very surprised. Document content search is an asbolute requirement as the only other way for our users to search on thousands of pages of documentation would be for us to cut and paste the entire document into the article.  Not very practical.

This feature is a major driver in our decision on what support platform to use.