Let your users search your knowledge base directly from a Launchpad, so they can find answers without leaving your app.

Prerequisites

• A published or draft Launchpad.
• An active knowledge base with one of the supported providers: Freshdesk, Helpjuice, or Zendesk.
• An API key for your knowledge base provider.

Enable knowledge base search

1. Open the Launchpad where you want to add search.
2. Click the Settings icon in the builder.
3. Under the Search section in the Settings tab, toggle on Show knowledge base articles in search. A search icon appears in the Launchpad preview.
4. In the Knowledge base provider dropdown, select your provider.
5. If the integration is already connected, you're all set. If it shows as not connected, follow the setup steps below for your provider.

Set up a knowledge base integration

You can set up a knowledge base integration from any Launchpad's settings. Once connected, the same integration is available across all your Launchpads.

Freshdesk

1. In the Knowledge base provider dropdown, select Freshdesk and click Set up integration.
2. Enter your API key. Learn how to find your Freshdesk API key.
3. Enter the domain value for your default knowledge base URL.

Helpjuice

1. In the Knowledge base provider dropdown, select Helpjuice and click Set up integration.
2. Enter your API key. Learn how to find your Helpjuice API key.
3. Enter the domain value for your default knowledge base URL.

Zendesk

1. In the Knowledge base provider dropdown, select Zendesk and click Set up integration.
2. Enter your API key. Learn how to find your Zendesk API key.
3. Enter the email of the Zendesk admin user associated with the API key.
4. Enter the domain value for your default knowledge base URL.

Confirm it worked

• Open your published Launchpad in your app and click the search icon.
• Type a keyword and verify that results from your knowledge base appear.
• Click a result to confirm it opens the correct article.

Common questions

Can I use knowledge base search in multiple Launchpads?

Yes. Once a knowledge base integration is set up, you can enable it on any Launchpad in your account.

Can I connect more than one knowledge base provider?

You can set up one integration per provider. If you have multiple knowledge bases from the same provider, only one can be connected per Appcues account.

Does knowledge base search work with legacy Launchpads (v1)?

No. Knowledge base search is only available in the current version of Launchpads.

If search isn't returning results

• Verify the integration shows as connected in the Launchpad's settings.
• Confirm your API key is correct and has not been revoked or rotated.
• Check that the domain value matches your knowledge base URL exactly.
• Verify that access to articles is public. Restricted articles do not show up in the Launchpad.
• Test the same search directly in your knowledge base to confirm the articles exist and are published.

If the issue persists, contact support with the Launchpad URL from Studio, the knowledge base provider you're using, and the search term that isn't returning results.