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US Government

Request for comments

Need

Need to revisit how we handle knowledge articles in both US GOV and GLOBAL and how/where we display knowledge articles from both instances.

There are Options and Solutions on how we can potentially make this work. We need to revisit our options . we know that this will take work. There are some vialble options if we want to make this work right.

Goal: Create articles in US Gov Instance. Create articles in Global . (Eventually - Articles from Global should also be available in the US Gov.

Question: If we create knowledge articles in ZenDesk (Global) can we have the article go to 2 different websites (Global Knowledge page, and US Gov knowledge page) ?

  •  Answer: There are ways we can publish a single Zendesk knowledge article to multiple websites, but the approach depends on specific setup

Built-in options:

  • Multi-brand setup: If you have multiple brands configured in Zendesk, you can publish the same article across different brand help centers

  • Category sharing: Articles can be shared across different categories within your help center, making them accessible from multiple sections

    Could we use a Sync repo to hold both (Global/US Gov) instance knowledge articles.. The Repo holds BOTH instances articles in separate areas and then disseminated to the respective knowledge pages (US Gov/Global/Both)

External publishing methods:

  • Zendesk API: Use the Help Center API to pull article content and publish it to external websites programmatically
  • RSS feeds: Zendesk can generate RSS feeds of your articles that other sites can consume
  • Webhooks: Set up webhooks to automatically push article updates to external systems
  • Third-party integrations: Tools like Zapier can help sync articles to other platforms

Manual options:

  • Copy and paste the article content to other websites (though this creates maintenance overhead)
  • Export articles and import them into other content management systems

The API approach is usually the most flexible if you need the article to appear on completely different websites outside of Zendesk. This allows us to maintain the article in one place while displaying it wherever needed.

Other Options Outlined with help from I.T.

Screenshot 2025-08-05 at 1.41.10 PM.png

Screenshot 2025-08-05 at 1.41.03 PM.png

Can we potentially use “Federated Search”. Using Federated Search we can index the Global knowledge base so that when users search the US Gov instance, we can return Global content. This could allow US Gov to publish US Gov specific content themselves (if there is a need) and rely on the federates search feature to surface content from Global (Eliminating the need for a sync). (Note: this is only an investigation at this time. We need to explore if we can do this. It is a good option and we’ll update as we explore)

POTENTIAL: can we add a filter for Global knowledge articles and US Gov articles? Screenshot_2025-05-29_at_8.37.28_AM

PROPOSAL:

Global Continues to Create knowledge articles in Global ZenDesk 

US Gov creates knowledge articles in US Federal page 

Phase 1:  Already in place

Global articles stay on the global page. US Gov articles stay on the US Gov page. There will be no Cross over between articles. Global articles will not surface on the US Gov page.

Phase 2: Needs a solution

  1. Sync Repo to allow articles from US Gov and Global to be placed in one Repo. From the repo, articles can be moved to both pages

2. Use a custom script to move articles to both pages.

3. Other possibilities 

Edited by Kirsty Allen