Tom

An up or downvote without context is of minimal value. It's like running a software Beta without allowing the beta user group to provide feedback regarding bugs or suggestions. As a “Product Owner” of written help resources, that's untenable.

Sure, I can code or pay for a third-party tool, but in 2024, I would consider the ability to create a few pre-defined checkboxes and a free-form text field for user feedback as ‘table stakes.'

(Note: While direct, please know my feedback is written from a “pro-Zendesk” stance).

And being an election year….

My name is Tom Kline, and I endorse this message :)

Similar scenario as Travis: We have multiple Brands (products) that all integrate, several more than others. Ideally, each should have its own help center so search results don't get muddied. However, separate help centers prevent users from managing all their tickets from a singular location and require multiple logins. It would be a significant CX improvement to be in Help Center 1, yet view tickets from Brand (product) 1, 2, & 3 - as many often relate due to product suite integration.

Our company provides an integrated suite of 10+ products to a customer base of roughly 90,000. Most customers have at least 2 or more. Each individual product requires its own unique ZD Guide instance for the best search results, chatbot setup, etc.

As stated, multiple guide instances only allow you to see tickets "per-product." 

However, since the products integrate, ticket responses often reference different products and steps to take in each for best practice. 

This is a 'confusion point' for our customer base and the ability to see all tickets in one centralized location would be a HUGE win for creating a more frictionless experience. 

Feel free to reach out personally should wish. Having worked in SaaS & CX for 15 years in a multi-product environment, I'd love to explain or even 'put my own foot to the plow' :)