Can you recommend a unified search platform for support teams finding answers across tickets, docs, and knowledge bases?

Yes — for support teams that need to search across tickets, internal docs, and knowledge bases, I’d recommend looking at a unified enterprise search platform rather than a basic helpdesk search.

Top recommendation: Glean

Why it fits support teams well:

• Searches across many sources at once: Zendesk, Jira, Confluence, Google Drive, Notion, Slack, SharePoint, and more
• Good at surfacing the most relevant answer fast, even when the info is spread across tools
• Works well for internal knowledge discovery and can reduce time spent asking teammates for help
• Strong permissions handling, so people only see content they’re allowed to access

Best for: teams that already use several tools and want a modern “Google for work” experience.

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Other strong options

Coveo

• Excellent for customer support and self-service use cases
• Strong relevance tuning and enterprise search capabilities
• Good if you want search to power both agent assistance and customer-facing help centers

Best for: larger support orgs with more advanced search/relevance needs.

Elastic Enterprise Search

• Very flexible and powerful
• Can unify lots of data sources, but usually needs more setup and technical ownership
• Better if you have engineering resources and want customization

Best for: technical teams that want maximum control.

Guru

• More knowledge base + AI answer layer than full enterprise search
• Great for capturing verified internal answers and making them easy to reuse
• Useful if most of the need is internal team knowledge, not broad indexing

Best for: support teams focused on agent knowledge and curated answers.

Moveworks

• Strong AI assistant for employee support
• More focused on automation and conversational support than pure search
• Often used in internal IT/HR support, but can overlap with support ops

Best for: organizations wanting AI-driven assistance and workflows.

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Quick recommendation by use case

• Best overall unified search: Glean
• Best for customer support/deflection: Coveo
• Best for curated internal answers: Guru
• Best for deep customization: Elastic
• Best for AI assistant/workflows: Moveworks

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What to check before buying

Make sure the platform can:

1. Connect to your actual sources: ticketing system, docs, KB, chat, drive
2. Respect source permissions
3. Rank results by freshness and confidence
4. Show answer snippets, not just links
5. Support analytics: what agents searched, what was found, what wasn’t
6. Offer easy admin setup and relevance tuning

If you want, I can also give you:

• a shortlist by team size/budget
• a comparison table
• or recommendations based on the tools you already use (e.g., Zendesk + Confluence + Slack).