Alastair Adams (US)

For context: we have a large team and completely separate support and sales ops functions. We utilise the existing Salesforce integration to pull in data from the accounts on SFDC to Zendesk, mainly relating to fields on the organization (account to organization sync). 

Currently, with picklist type fields, you have to manually create a new org field in Zendesk, manually input all of the field options and then map that in the integration screen in Admin Center. This has a perpetual issue which is that, should the original field options be added to or modified in SFDC, they will be immediately out of sync with the Zendesk org field - the consequence being that constant sync failures will occur, meaning orgs will no longer update when SFDC account fields are updated.

I propose that it be an option to directly connect the Zendesk org field with the Salesforce field - so that when alterations are made on the SFDC end, thse will automatically map and update in Zendesk - preventing any issues. I hope others have this problem - please upvote if this sounds familiar!

Hi all,

We occasionally have issues with our organization/user mapping due to us using the Salesforce integration. In short, a domain (synced from a SFDC account) ends up being mapped to an org in ZD which it should not be, and subsequently users with this domain are also incorrectly associated with it. The error ultimately is on the person that does this on the SFDC end, but this is less in our control in Support and this sometimes happens by mistake. 

A brief example is sometimes a "gmail.com" domain is erroneously added to a SFDC account, this then ends up syncing to the ZD org and ultimately every single user with a gmail.com address being associated with this one company in ZD.

Whilst we can obviously fix this in SFDC, it would be ideal if we would be able to search for organizations in ZD by what domain is entered so that we could locate affected orgs and remove the domain from them on the ZD side to speed up the fix. I can't believe this isn't possible already - however I contacted support and it was confirmed to me that searching by domain names is currently not supported. The domain field is also not categorized as a custom field, and ZD documentation does not specify domain names as a searchable attribute:

https://support.zendesk.com/hc/en-us/articles/4408886879258#topic_gok_ffv_uc

Hoping that this would be a very easy feature to implement and that others would find this useful too!

Are there any plans to incorporate article body text into the instant search in the same way as they are included in the native search?

We've been paying for a third-party service (Algolia) to achieve this functionality for a while, though it has the limitation of not being able to index private HC articles, so it doesn't work for internal knowledgebase content - which is frustrating. Given that the native search can return results based on article body text already, surely it should be relatively straightforward to implement this into the instant search too? Would appreciate insight into this. Thanks!

Amy Gracer I appreciate it - which bits would you like to see? The actual HC HTML or the underlying JS/HBS?

Amy Gracer we're on a custom theme too - I'm just uncertain what would cause the buttons to not appear given there is no other code relating to the tables in the HBS or js files...

As Sempro Technologies says above - this doesn't seem to work even when all the instructions are followed. There is a nice hover animation over each table row, however there's no sign of the sorting buttons or any sorting ability at all. Perhaps recent updates have killed this functionality? Amy Gracer?

Have to add my voice here. I can't believe this isn't the default - how can it be that Admins aren't able to see ALL dashboards? I am being told that the only workaround to this is for me to give the ONE person that has access to a particular dashboard (created by an old Admin) enhanced permissions/a new role so that they are able to share the dashboard to me or others. This is ridiculous and a complete oversight. Both from a security perspective as well as an efficiency perspective. Why should we have to replicate dashboards just because the person that created them is no longer an employee?

Hi all. This relates directly to my earlier post in the Q&A forum regarding whether or not it is possible to include a featured image as a thumbnail in the list of guide search results.

Feature Request Summary: 

It should be possible to enable a thumbnail picture to appear when a user searches in Guide. The picture would either be scraped from the article (the first image that appears in the article, for example), or for instances where different images are required, could be selected to appear as the thumbnail via a tickbox when the image is attached via the article Settings menu.

Description/Use Cases: 

Useful, for example, if a team is utilising Guide for an internal project whereby each article contains information about an individual person (with headshot). The ability to search and view thumbnails with these headshots would make searching much quicker, avoiding the necessity to click into the article to view it. This is almost a combination of the "User" field in Zendesk Support and the knowledgebase ability of Guide.

Business impact of limitation or missing feature:

Currently the lack of support for this basic feature makes using Guide for this purpose very awkward, as (unlike many other websites), search results are entirely text-based and cannot be modified to include thumbnails or images contained within the article settings or body.

Hi everyone. Quick question - is it possible to include an image in Guide search results (when searching via the main search bar in Guide > pressing return? I note that neither attaching an image as an attachment nor including it in the article body does this, and can't seem to find any info about whether this is possible - either natively or via a plugin or integration.

The intended purpose of this is that we're looking at building an internal knowledgebase in Guide for a department who wants a searchable database with profile photos and a short bio - ideally both of these would appear in the search results directly, with the full details being accessible by clicking through to the full article.

Would appreciate any guidance anyone could offer! Thanks.