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Contributor ⭐️
June 26, 2024

Upgrade Zendesk integration for multi-brand

  • June 26, 2024
  • 2 replies
  • 25 views

Currently the integration does not correctly manage Zendesk instances which are multi-brand.
For exemple, our Zendesk instance is organized with multiple brands:
- 4 brands for supporting our clients
- 2 brands for supporting certain end-users
- 4 or 5 additional brands for [mention specific purpose]zendesk

 

Our community is primarily aimed at our clients, so we want to ensure that:

1. Federated search: We want the federated search to include content from the Zendesk Guide of our 4 client support brands. Currently, the search only covers the default brand in Zendesk. As it stands, the federated search is incomplete.

 

2. Self-service score calculation: Currently, the self-service score calculation aggregates tickets from all Zendesk brands, whereas we only want to consider tickets from our 4 client support brands. This results in inaccurate calculations that cannot be effectively utilized.

    2 replies

    Aleksandra
    Gainsight Product Manager
    May 18, 2026

    Thanks for sharing these details regarding multi-brand Zendesk support. While we see how this limitation impacts your search and scoring accuracy, this request hasn't received any community engagement or votes in the two years.

    To keep our backlog manageable and focused on widely requested features, we are closing this issue as "Won't Do." Thank you again for sharing your thoughts and use case with us.

    Aleksandra
    Aleksandra
    Gainsight Product Manager
    May 18, 2026
    Updated idea statusNew Idea→Closed (Won't Do)
    Aleksandra