Why am I getting different results when using methods to search or filter by article labels via the Help Center API?
We offer two methods to search/filter by articles labels via the Help Center API:
These two endpoints behave differently and will return different article results. They are programmatically different and query different data sources for their results.
The Articles endpoint queries the Help Center database where the Search endpoint uses the same mechanisms as native Help Center search. As a result, relevancy matching is a factor in what articles return in the label query for the Search endpoint. Our resource About Help Center end-user search explains the various factors that go into how a search works in Help Center which includes searches performed from the Help Center API search endpoint.
The Articles endpoint is limited to a maximum query of 10 labels; any labels after the first 10 are dropped. The
label_names filter for the Search endpoint uses an
OR clause, where the Article endpoint uses
If you would like to avoid using the API, you can also filter by labels via Manage Articles (Guide Admin > Manage Articles) and select Add a filter > Label. A list of labels currently used in your articles will populate and allow you to select them as a filter.