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A
Anonymous
August 17, 2021
Solved

Zendesk federated search - restricting content indexed

  • August 17, 2021
  • 5 replies
  • 112 views

With the Zendesk Knowledge Base integration we’ve noticed that articles published internally end up being indexed in the community search even though they should not be accessible publicly.

Is there a way to setup the integration to avoid those being indexed and only published content being accessible?

Best answer by adrienne

Thanks for the nudge, Scott. At present, it seems the answer is no. There doesn’t seem to be an 'automated' way to do this via Zendesk’s articles/search API, so I don’t believe there’s any way to exclude the content on our side. I have, however shared this feedback with the engineers, so they are aware of this limitation. 

5 replies

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adrienne
Helper ⭐️⭐️
August 19, 2021

Hi Scott,

Yes, you are able to determine which content you would like indexed by our Federated Search integration. To do this head to Control > Integrations > Zendesk > and expand the Federated Search card to find Filter by Category.

From there, you can enter the category IDs of the categories that you want to show in federated search, separated by a comma (e.g. 123564, 123721) – you can find the category ID in the URL, it’s the number directly after /categories/

Please note: Advanced filters can only be configure when Federated search is Disabled.

For additional information, see below:

Hope this helps!

A
Anonymous
August 19, 2021

@adrienne thanks -- in this case it was published to an existing category but published internally vs. externally. Ideally we’d have a way to hide the internally accessible content even if in a category we make publicly available.

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adrienne
Helper ⭐️⭐️
August 19, 2021

Ah, I see, thanks for the clarification! Let me investigate a bit further here.

A
Anonymous
September 22, 2021

@adrienne any updates you can provide on this?

A
adrienneAnswer
Helper ⭐️⭐️
September 24, 2021

Thanks for the nudge, Scott. At present, it seems the answer is no. There doesn’t seem to be an 'automated' way to do this via Zendesk’s articles/search API, so I don’t believe there’s any way to exclude the content on our side. I have, however shared this feedback with the engineers, so they are aware of this limitation. 

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