Plan requirement
| Subscription | Suite Growth or higher, Guide Professional or higher |
| Access | Admin |
Federated search brings content from other systems into your help centre results, so people search once.
The problem
Knowledge lives in several places: your help centre, a documentation site, an intranet, a shared drive, a wiki. People have to know which to search, and they guess wrong.
Federated search puts results from all of them in one place.
What can be connected
A range of systems: file stores, documentation platforms, other Zendesk help centres, and a web crawler for anything with a public address.
The crawler is the general answer for content that has no direct connector.
Where it genuinely helps
- Internal help centres, where colleagues search four systems today.
- Technical documentation that lives outside Zendesk and will stay there.
- A second help centre whose content is relevant to the first.
What it does not do
It does not improve the other content. Results from a badly maintained wiki are badly maintained results, now surfacing next to your careful articles and undermining them.
Connect sources you would be happy for somebody to be sent to.
Permissions need thinking about
Content from another system arrives under your help centre's visibility rules rather than its own. Before connecting a source, be clear about who can see what, particularly for anything internal.
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