Christopher Dunderdale

Hi

I'm currently trying to create a tree view of my helpdesk to assist users orienting themselves within the helpdesk.

As an example - see the following article from Microsoft which has an example of this in the side bar.

I've had a look at the API documentation, but I cannot see a way to access category information, then subsequent sections etc, but this information isn't available for articles.

Our users are finding that the breadcrumb information available at the top of the article isn't sufficient when navigating through our helpcenter which is quite nested.

Is this a known issue/are there any known solutions which use something other than the API I've looked at?

Many thanks

UPDATE - I've found this answer within the forums, but this seems to do A LOT of work everytime an article is loaded. Surely there is a better way to achieve this?

Hi there

I'm looking for a way of setting up the search functionality in my helpdesk to match on sections more frequently/with more "weight" than just articles.

From my reading on guide, I understand that relevance scores are used to determine what's shown.

I'd like to understand if there's a way to update this. Our end users will typically want to view groups of articles in a section pertaining to a single idea and not necessarily just a single article.

Unfortunately, even if you search for the term and view results you can't filter on applicable sections, see my related question on filtering by section here.

Is there another way to do this? It seems like a pretty standard knowledge base user experience.

Perfect - thanks so much!

@... apologies if what I said isn't clear! Say I search for XYZ using the default search bar. I'm able to see articles that were hit. Additionally, the applicable categories are also found (in what I assume you're referring to as bread crumbs?), but not the sections.

i.e. in my opinion users should see "By Type", "By Category" and "By Section"

Attaching a screenshot below.

Hi all - I don't see that an official post has been made from this question on Guide Q&A. If this has already been reported, please link me to the correct place!

It would be great if Zendesk could enable the option for Sections to be included in search results. Currently, search only returns articles by default and you're also able to find category results via a few clicks.

Is there something obvious that I'm missing that can allow these results to be returned? Please note that I'm not interested in scoping to just one type e.g. either only categories/sections.

Cheers!