Our company has product documentation and KB articles hosted in an external documentation platform.
It is publicly accessible, and has a search API.
Is it possible to have customers submitting a new ticket to first search for answers and possible solutions in the external documentation platform?
If not, is there an API that will allow us to potentially synchronize content from the external documentation into hubspot to allow such functionality (either sync the whole article, or just the page title, short description and original article external URL)?
Hey @SPetel There’s a few answers to this. The key question though is where are your customers submitting a ticket? Is this through HubSpot chat? If so you can run code snippets in bots so call externally data.
If it’s a form, then you sould just add KB links to your form page. For predictive input on forms (IE if I typed something it suggests an answer in the form field) then no this isn’t possible out of the box but would very likely be possible through custom development.
If it’s an email address they submit questions too. It may also be possible through HubSpot workflows, but would require some custom coded logic to handle the answer response.
I think we were looking for the “predictive input on forms” option.
The flow would be where a customer types his issue, we search for existing KBs for possible answers, and if none fit he can procceed to submit the ticket.
Could you explain a bit about the custom dev option, can you refer me to some APIs documentation or is that something we would have to pay HubSpot to integrate for us?
Hey @SPetel actually checking there it looks like the HS knowledgebase doesn’t have apis unfortunately. So it’s not possible to programatically capture data and feed it to a search algorithm.
The only suggestion really would be to try capture an XML file from the KB and build a search engine based on that. From there you would need to create a script to display suggested information on text input in your searches. It’s very bespoke though so there really wouldn’t be any documentation to share on how to do that right now.