CUSTOMER SUPPORT FEATURES
Make your community a go-to support channel
Help members find answers faster and feel supported at every step. Our tools make it easier to surface the right content, respond quickly, and keep your community running smooth.
Explore our customer support and service features
FEDERATED SEARCH
Search across multiple platforms at once.
Make your community search smarter by pulling in content from other platforms. Whether it’s a help center article or something from The New York Times, everything shows up in one place: your community’s search bar.
- Unified search: See all search results aggregated in one place, neatly organized by source for easy navigation.
- Search connectors: Use our built-in connectors for tools like Zendesk Guide and Salesforce CRM, or build your own.
- Search analytics: See what your members are searching for, how often, and where they’re landing. Filter by search terms, content type, or connector to uncover patterns and optimize.
QUESTION AND ANSWER
Help your community help each other.
Deflect tickets, support pre-sales conversations, and increase engagement, all while giving your SEO a lift.
- AI-suggested answers: While someone waits for a reply, AI suggests a relevant answer. If they accept it, the answer is shown on the post, with a link to the original source.
- Best answers: Accepted answers are pinned to the top and styled to stand out, so future visitors can find solutions faster.
- Status tracking: Quickly see which questions are open, resolved, or rejected. Automated nudges help keep conversations from going cold.
- Reputation and rewards. Encourage helpfulness by awarding points and badges for answering questions and having responses accepted.
KNOWLEDGE BASE
Put your support content in one place, finally.
No more scattered docs or siloed resources. The built-in knowledge base makes it easy to share everything from product walkthroughs to troubleshooting tips.
- Flexible structure: Set it up as a step-by-step manual or a searchable help center. You can support multiple products, languages, or user groups, and share articles across knowledge bases while maintaining one version.
- Easy to create, easy to consume: Format articles with rich media like links, images, and videos. Turn helpful community posts into articles with one click, while keeping the original post active for comments.
- Feedback and analytics: Let users rate and comment on articles. Use built-in analytics to see what’s working, what’s missing, and where to improve.
SUPPORT INTEGRATIONS
Connect your community to your support tools.
Turn community discussions into tickets with a click. Vanilla integrates with platforms like Zendesk, GitHub, Jira, Salesforce, or anything else you can plug in with Zapier.
Make your community the go-to place for customer questions, while keeping your support workflows running smoothly behind the scenes. Explore our integrations.
ZENDESK INTEGRATION
Let your community and support team work together.
With Higher Logic Vanilla’s Zendesk integration, you can surface better answers faster, escalate issues when needed, and reduce duplicate effort between your community and support teams.
- Two-way sync: Replies and statuses in Zendesk show up in the community thread. Community updates sync back to Zendesk. Everyone stays in the loop without doubling the work.
- Auto-escalation: Escalate posts to Zendesk tickets manually or set rules to do it automatically when posts go unanswered or hit certain keywords or sentiment.
- Cross-platform search + SSO: Let community members search both your community and Zendesk Guide from one place. Single sign-on keeps the experience seamless.
Curious how it works in action? Watch the demo.
Ready to see how Higher Logic Vanilla can help you succeed?
Find out why we’re the best community platform on the market.