Pulling Community Topics into ZenDesk Ticket Responses

Question

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

Johnk · Accepted Answer

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:

Sebastian · Answer

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 configuredfederated search, you'll also see links to external content in your search results.

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