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Answered

Forum Search not working

Jonathan Yeomans
asked this on February 13, 2008 09:24

Hi,

I have created forum solution entires for tickets.  However the forum search does not find these entries.  In fact the forum serach facility doesn't seem to work at all.  Is there somtehing that I am doing wrong?

 

Comments

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Morten Primdahl
Zendesk

Hi Jonathan,

Could you give an example of a failing search please? For example, if I search for "somtehing" (I abused your typo to ensure I could find your entry), your entry comes up. What search string do you use?

Br,

Morten

 

 

February 13, 2008 10:12
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Morten Primdahl
Zendesk

A quick extra note - after submitting a post or ticket, be aware that it may take a few minutes until this extra data makes it to the search index. So if you search straight after adding content, it may not show up immediatly.

 

February 14, 2008 03:58
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Kathy Waller

Hi Please can you sort the list returned by the search alphabetically.


Thanks,

Kathy

April 07, 2008 13:00
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eddie yip

I'm having the same issue as Jonathan Yeomans,  I created a forum solution and tag it accordingly. Let's say I have a Returns section in the forum, e.g. enter returns in the search field, click search button get "ZERO" results in the search. I should also note that its been 3 days since I created the solution and you would think its index by now?

June 23, 2008 13:52
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Stan Patey

Same problem for me.  Search fails to return any results when searching forum for solution entered 12 hours ago.  I have tried using a variety of strings specific to the solution in question.  I am impressed with this product but the search function is crucial to my use of the product.  Any suggestions?

September 17, 2008 07:17
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Morten Primdahl
Zendesk
Check Answer

When search fails to return the data you expect, it's most likely just the index that needs an update. This rarely happens, and when it does, it's a consequence of a recent Zendesk application update. Should you run into this, please drop us a line at support@zendesk.com and we can fix it right away (like we did for Stan in this case).

It should never take hours for data to make it to the index, currently we reindex a few times an hour, which will improve quite some in the near future. So again, please do not hestitate to send us an email if you're having problems with search.

September 22, 2008 18:47
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B Bakker

I have noticed the same thing, plus I noticed that I often get duplicates listed in the search results.

January 15, 2010 17:47
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Scottmagdalein

Ditto to this post. Search is integral and it's not working properly. My problem is identical to the original post. Thanks for the help!

January 18, 2010 23:29
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Jake Holman
Product Manager

How long ago did you add the post and then searching for it? It can take a little while to get reindexed within the Search Database.

Jake Holman
Zendesk Support

January 19, 2010 01:32
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Scottmagdalein

A handful of topics were missing from the search results. Some were only a few minutes old, but others were over 24 hours old.

January 19, 2010 06:24
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ExploreLearning

I've definitely noticed a difference between the Search (Using Google) ("Need Help? Ask Us!) feature at the top of the ZD Support homepage and the facility available on the widget that contains the list of forums.  The 'widget search' is much more complete.

For instance, if I search for "cc: api" on the Main Search, I get two matches -- with no additional results.  Using the widget search, I get 7 results.  This happens so frequently, I usually just skip the Main Search and go straight to the widget.  But I shouldn't have to ...

March 23, 2010 11:29
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ExploreLearning

I should be able to provide my name in one of the search fields, and have it return all of the forum topics/questions to which I've added a comment.

Either that, or offer a button on the header like "Check Your Existing Forum Comments".

March 23, 2010 11:32
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Roy

I'm running into the same problem.  the forum article has been posted and tagged for a few hours now. and it doesnt show up.  on some articles with several tags, the search returns the article on maybe 2 of the tags but not all of them.

April 28, 2010 11:08
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Sherman Dickman
Postbox

The forum search bar on the Zendesk home page doesn't appear to be working.

May 03, 2010 17:18
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Jake Holman
Product Manager
@Sherman: thanks, we'll get that sorted out asap.
May 03, 2010 17:44
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Fred Lebhart

Same problem on our new install -created a post several days ago and it still doesn't show up when searching.

June 10, 2010 19:53
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Gordon Plant

Same here. New install, search not indexing forum topics after several hours. 

September 10, 2010 04:17
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Skip Moore
Zendesk

@Fred and @gordon please submit a ticket at support@zendesk.com with your zendesk portal name and we will look into it 

Skip

September 10, 2010 06:36
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David Adams

The search function doesn't search the content of the articles.  It only searches the title, tags and any comments.

October 08, 2010 08:59
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Maryke Woolf
statpro

Is there no way that ZD search parameters can be personalized? Our clients would search for i.e. " market value" and the title of the Forum Category/article is "market values" and therefore the search doesn't return any results? Why does it only return results for exact wording... can't we change the parameter to include " similar to" or " like" ?

 

regards,
Maryke Woolf

 

December 08, 2010 05:26
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Wal

I'm noticing the same issue (or maybe related). The search box on the home page and the one on the forums page doesn't return all the results that it should, but the search box on the right side widget (where it lists the forum names and have a search box below that) works fine and returns all the results I expect to see. 

When on the forums page, I search for "feed" and I get redirected to this URL and see no results:

http://networkedblogs.zendesk.com/categories/search?query=feed&...

 

But if I search from the widget on the right side, I get redirected to this link (notice it's different from the above), and this time I get the results I expect:

http://networkedblogs.zendesk.com/search?query=feed&forum_id=0&...

January 14, 2011 17:31
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Scott G. Rockstad

Are there any wildcards available for use in the various search boxes? I've tried those that I can think of, like *, ?, %, and many more combinations, and none of them work. I've also searched the Forums and Official Zendesk and have not found any answers. Assistance would be appreciated.

Regards,

Scott

February 03, 2011 05:27
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Tate Lillies | Function Point

I find the Zendesk search to be very weak. I can never find what I'm looking for in Zendesk support and on my system if you don't type in EXACT phrases it doesn't find the item - for example, if I have a forum post called "add company" and have tags of add and company - a search for "add a company" or "how do I add a company" doesn't work.

I am new, and will try to figure this out, but I've got to say that so far I'm not impressed ... how do I have a knowledge base that simple searches don't work in?

March 18, 2011 10:20
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Tim Strawbridge (eCargo)
I've also had problems with searching. The main problem is on initial searches, for example I search for a term that I know exists but I get no results. I try again, then again, then finally get the results I was expecting. These are articles that have existed for months. We need this function to work reliably, particularly when we're encouraging our customers to use it.
September 06, 2011 18:29
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Miwa Nagamitsu
iknow
I'm having major problems with searching in Japanese, but this thread made me realize that it's not just a language issue but a fundamental search problem. I would love to hear about how Zendesk is currently working on this to improve their search function. Any update would be greatly appreciated. Thanks.
September 08, 2011 00:03
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Mehran Malek
Zendesk for Blackberry Beta

I'd like to bump this as well.  I always thought the search was weird - depending on which box I used, I got different results.  Today I was sadly aware that the one box which worked best was actually not exposed to our customers.  As such, our customers have been having a bad experience with Zendesk (this explains why many of them call us instead of searching the Helpdesk).

I'd like to know an ETA for this being resolved, how long it's been an issue, and how we've been affected.  It appears to have issues with some search terms/forum articles, but not others.

September 28, 2011 18:49