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Your Zendesk help center, inside community search

Federated search puts Zendesk knowledge base articles in your community’s search results, so members find the official answer and the peer answer in one place.

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Available on Growth and Premium plans

G2 Leader, Online Community Management G2 Fastest Implementation, Mid-Market, Online Community Management G2 Most Likely To Recommend, Mid-Market, Online Community Management

What appears

Two sources, one search box

Members type once. Community threads and Zendesk articles come back together, each labelled by where it lives.

  • Knowledge base results in community search

    Zendesk articles appear in a Knowledge base section of your site’s search interface, next to discussions and posts.

  • Choose the brands that sync

    Zendesk organizes articles by brand. Pick one, several or all, and only those articles show up.

  • Updates carry through

    Articles sync from your Zendesk account, so an article updated there is updated in community search too.

  • Nothing to move

    Your help center stays in Zendesk. The community reads from it; there’s no second copy to maintain.

Put it to work

Self serve without a second search

When the official article and the peer thread sit side by side, members can find the fix themselves before they open a ticket.

  • One place to look

    Members don’t have to guess whether the answer is in the help center or the forum. Search covers both.

  • Filter to the knowledge base

    When a member wants the official article and not the discussion, one click on the Knowledge base tab narrows the results to Zendesk.

  • Zapier for the rest

    Need tickets created from community posts? Bettermode’s Zapier app connects to Zendesk’s ticket actions.

Setup

Subdomain, authorize, pick your brands

Install the Zendesk app, enter your Zendesk subdomain, authorize and turn on federated search.

  • Install and connect

    Add the Zendesk app, enter your subdomain, save and click Authorize. Zendesk asks you to allow the connection.

  • Turn on federated search

    Enable the toggle so community search can show Zendesk knowledge base results.

  • Select brands

    Choose which brands appear. Select All to include every article in your account regardless of brand.

Good to knowOnly articles from the brands you select appear in community search.

More integrations

Part of a connected stack

What the Zendesk integration powers

The jobs this connection feeds

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