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Improve Search

Bobby Kellogg
suggested this on May 11, 2011 15:47

Currently Zendesk search only returns results on exact keyword and phrase matches in the Subject/Title of Forum posts. This creates issues where users do not get the best or even relevant articles surfaced to them  through the Forums search bar and through the Dropbox search bar. For example if my Forum post was titled "Loading" but the user searched "load" it wouldn't return the forum post since it isn't an exact match. It would be nice if search included partial matches to individual words as well as being able to parse search phrases. This should extend into the body of Forums as well since a title won't always be able to contain all the keywords and phrases. Additionally, the only recommendation I would have for improving search through Tags is to allow for phrases rather then just individual terms. This would allow us to tag forums with common search phrases that may not exist in the title or body.

 

Comments

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Bobby Kellogg

Searching "loading" works...

May 11, 2011 15:57
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Bobby Kellogg

but searching "game isn't loading" doesn't. Seems like it should....

May 11, 2011 15:58
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Cliff Armstrong
convio

Agree completely - more inclusive searches would serve clients better.  Bobby, you might want to vote for this suggestion as well: https://support.zendesk.com/entries/233175-search-for-partial-strings

May 20, 2011 13:37
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corinne
sigfig

Hi, improving the Zendesk search algorithm is critical to agents managing and following up with a large number of tickets. It's also critical to users; without broadening match requirements (not requiring exact matches) and other improvements, Dropbox is essentially useless, as matches are nearly impossible to make.

If an FAQ or Topic Suggestion contains "Can you add Fidelity?", the search "Can you add Fidelity now?" would not generate a match, because of the ridiculous "exact match" requirement. Please invest some dev energy into improving this service for your clients; it's critical for a complete customer support package.

May 20, 2011 15:54
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Ed Wiancko

Yes, this is a very needed improvement.

May 23, 2011 13:16
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Patrick
sigfig

The dropbox-to-forum search is particularly a problem here.  The dropbox says "What is your question?", however, if you search with a question you a very, very unlikely to find what you're looking for.  This search only works if you search with keywords (and exact keywords at that) so the text is really misleading when using the "Enable Topic Suggestions & Knowledge Base Search" option.

Better labeling of this experience would be a nice short-term fix, and in the long-term, a much better search option is needed.  Maybe a lucene-based option?

May 23, 2011 13:28
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Rerenegade

Just an FYI- While it apparently fluctuates based on the search algorithm tweaks, based on a response from Zendesk support today it appears 2/3rd of words in my article titles have to appear in the search term in order to return the desired entries. I completely agree the dropbox question should be immediately changed to something like "enter a key word or two" which produces much better results right now. (Actually I think that should be editable and let anyone change it to what works best for them)  Of course a "live search" based on any platform would be very useful, but for now I wanted to post the 2/3rds estimate so everyone could alter questions if they needed to adjust for an immediate workaround. In my initial tests, that estimate they gave me seems to be pretty accurate. (I understand it was 75% before the latest tweaks)

Todd

May 24, 2011 15:43
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Mikhail Zakharov
Портал технической поддержки

We're also need a 100% full-text search functionality. Like discribed by Bobby in topic.

It's sad and necessitates us to use google search with "site:mydomain.zendesk.com" operator =(

February 23, 2012 22:23
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Pierre Grenier
Product Manager

Hi guys, we have something planned that should resolve some of the issues outlined on this thread.  At this point, we are looking for folks who want to test the features which will be available first week of July.  Please register here: https://zendesk.wufoo.com/forms/z7p8x7/

June 11, 2012 19:09
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Chris McClave
clickbank

What is the latest update on this feature? I see it is planned and it looks like you had a pilot in July of last year.  Where is it on the roadmap at this point?  Thanks.

February 14, 2013 07:50
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Chris McClave
clickbank

...And our education director is greatly inhibited by the lack of phrase tagging in the Plus tier since it is enterprise tier only.  We'd like to see that added to the plus tier.

February 14, 2013 07:54
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Ana Todor

I'd also love to have an update on this feature. The zendesk search is currently pretty dumb and if I use a lot of tags to compensate my related articles section will be messed up. 

June 13, 2013 00:58
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Mike Rhodes

PLEASE fix search

Zendesk is a wonderful product but the search is 1997 standard!

It's unbelievably bad

And a massive source of frustration & time-wasting for us.

please fix it

pretty please!

July 22, 2013 16:32
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Jessica Schisler
clinicalpathologyassoc

I agree completely! The Knowledge Base is cumbersome for my users because they have to search with exact keywords not always knowing what the exact title of the article is that they are searching for. Partial word searches would make our forums so much more user friendly. Please advise on what the timeline for adding this feature is (since it is flagged as planned) I would like to be able to give my users some good news! Thanks!

August 05, 2013 17:35
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Dina Hart
twenty57

I agree that the search functionality is not up to par. The search function does not allow users to search in forum attachments. It becomes tedious as they would need to search in instruction manuals, related documentations, etc.

August 30, 2013 04:03
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Nina Nikolic
firemonkeys

What's the status on this? I'm having trouble with the fact that I need to effectively include every keyword from the article manually as tags to make sure that the post actually comes up in search because searching (even for exact) keywords that are in the body of the article or question/answer/feature request don't actually show in search. This is resulting in a number of duplicate posts and topics that could easily be avoided otherwise. It's very hard to keep up with the moderation of the forums with a very large audience and limited staff members with the current limited functionality for forum mod workflows.

August 31, 2013 03:56
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Cathy Grim
cylance

Can Zendesk please comment on this?
We're having issues with Searches as well...

September 24, 2013 10:13
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Tatiana
cloudpassage2

Adding to the chorus - our customers go to the search bar first before browsing, and the search functionality almost never helps them find what they need, even with all the tags I use.

February 18, 2014 13:22
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Tobias Zettl
sipgatede

same issue on our site, plz advise

February 20, 2014 02:42
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Paul French
switchconcepts

I would like to be able to do a negative search.

For example being able to search for all orgs that do not have a particular tag

April 01, 2014 06:58
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Konstantin Suvorov
cnord

Please add partial word search.

We use Zendesk in Russian with lots of different word endings in our language -- partial word search is a must!

Give us something. We can live with something like 'soft%' or 'soft*' for software.

April 04, 2014 08:05
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Mark Back
viaplay

"suggested this on May 11, 2011" and no comment, feeling that the work of implementing the Helpcenter has been a complete waste of time so far.. 

April 10, 2014 02:22
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Rutger Tuller
itslearning

Fuzzy search please!

April 10, 2014 03:28