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Zendesk Federated Search - allow "Sections" advanced filter

Related products:CC API & Integrations

tiffany.oda
  • Contributor ⭐️⭐️⭐️⭐️⭐️
  • 59 replies

Currently the Zendesk Federated Search integration allows for advanced filtering by Category. 

 

Zendesk Categories are typically high level and then have “Sections” (what inSided would probably call Child Categories if we’re following the same structure and nomenclature). 

Similarly, clicking into a Section leads to a URL with /sections/[SectionID] (e.g. /sections/12497613). To allow for more detailed advanced filters, it would be very helpful if the Zendesk Integration also allowed for filtering by Section ID number, in addition to the existing Category ID number. 

 

2 replies

Ati Somos
  • Gainsight Employee ⭐️
  • 72 replies
  • July 14, 2021
Updated idea status NewOpen

ryanne.perry
  • Helper ⭐️
  • 82 replies
  • September 25, 2023

Thank you for submitting this request @tiffany.oda! We are experiencing similar issues where if we separate ‘internal only’ articles into a different section it helps the customer experience but then makes it more complex for internal teams. So it’s kind of a win-loss depending on which option we chose from the current abilities.


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