Pulling Community Topics into ZenDesk Ticket Responses

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!