Integrate WordPress site as a Knowledge Base for Zoho Desk Suggested Articles

Dear Zoho Desk Support Team,

We'd like to propose a feature enhancement for the Suggested Articles system within Zoho Desk. This feature would allow seamless integration with a WordPress knowledge base, enabling relevant article suggestions for agents based on ticket content.

Current Functionality:

Zoho Desk's Suggested Articles system recommends articles from within the Zoho Desk knowledge base based on keyword matching with the ticket content.

Desired Functionality:

We propose the introduction of an integration between Zoho Desk and a WordPress knowledge base. This would allow agents to leverage a separate knowledge base hosted on our WordPress website, as the source for Suggested Articles.

Benefits:

This feature would offer several advantages:

Enhanced Knowledge Base Flexibility: Provides the ability to utilize a preferred knowledge base platform (WordPress) for article creation and management.
Improved Suggested Article Accuracy: Potentially increases the accuracy of article suggestions by allowing a potentially larger and more customized knowledge base.
Streamlined Workflow: Eliminates the need to duplicate or maintain knowledge base content in both Zoho Desk and WordPress.

Conclusion:

The integration of a WordPress knowledge base with Zoho Desk's Suggested Articles system would significantly enhance the functionality and flexibility of this feature for many users. We believe this would be a valuable addition for organizations that prefer to manage their website or knowledge base on WordPress.

Thank you for considering this feature request. We look forward to your response and any potential development plans regarding this functionality.

Sincerely,

Ram

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Topic Participants
Ram Freedman
Shivani | Zoho Desk

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