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Hi there team!

Kat here, Community Lead @ HiBob : )

Our CX team has mentioned that they can automatically pull articles from our help center platform into their ticket responses using ZenDesk.


I’m real interested in replicating this functionality in ZenDesk with our Gainsight community, allowing CX folks to search terms and pull recommended community topics directly into their ticket responses. 

I can understand there are some limitations here, so curious to learn what you are doing! 
 

What are your best practices for automating this kind of alignment, integration, or platform unification between Gainsight Community and ZenDesk? Any insights or recommendations would be greatly appreciated!

 

Thank you!

/ Kat 

We are interested in this as well! I was asked to submit a Feature Request for this but saw that someone else did so already: 

 

You can currently already set this up through Zendesk’s federated search functionality:

The knowledge section search uses the same search technology as the help center search. The search includes help center articles and community posts. On Enterprise plans, if you've configured federated search, you'll also see links to external content in your search results.

Hi Both - Did you get this set up in Zendesk? I’d love to learn how you set it up! 

We use Zendesk and Gainsight, and are thinking it’d be great if Zendesk searched community when you were opening a case. Is this what you’ve set up? Or is it searching on your zendesk home page? Are you using the community widget?

Thanks for any insight!

Hi ​@Kgastaldo 👋, long time no speak! 😁

Have you set up Federated Search from the Zendesk side in Help Center? If you index the Community content you would like to appear here then this content will be visible in Zendesk Ticketing System through ‘Knowledge’.

Let me know how you get on!

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