Using labels on your Help Center articles (Guide Professional and Enterprise)

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38 Comments

  • George Halet
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    Dan Ross Thanks for replying!
    Here's the clarification I got on my end: The search function doesn't care about case, but separate labels will be created according to however the agent types them.

    e.g. As an agent I can create ExBP or EXBP as new labels even though exbp already exists, but as far as information retrieval goes, the search treats them as equivalent. That's fine as far as it goes, but it does cause the label list to bloat.

    I wonder if it would be simpler for labels to all be just forced to lower (or upper) case and avoid this confusion. Trying to enforce something like this procedurally is ineffectual.

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  • Dan Ross
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    Hey George Halet

    I definitely agree, enforcing to all lowercase would be the ideal option (kind of like how tags in Support work), I hear you on the procedural management difficulties..

    Unfortunately, I don't actually work for Zendesk or know of a way to change the behaviour.

    I'd suggest you create a post in the Feedback section of the Community for Zendesk Guide, so the PM team will read and review it. Let me know when you post it, I'll definitely come by and add my upvote, it's a good idea!

    Have a good weekend!

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  • George Halet
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    Dan Ross thanks for that suggestion

    Mary Paez had the same idea in September. You could upvote her post KB article labels issues!

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  • Dan Ross
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    Good point, I've just gone and voted! 

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  • Wade Fitzner
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    Is there any best practice to filter out junk searches?  

     

    Using the Search With No Results data, we have thousands of junk searches that we would like to eliminate so that we can focus on proper searches that need to be tagged to real articles.

     

    Currently, we've tried creating a dummy article with a lot of these 'junk' words as tags, but if it limits to 200, this will run out extremely fast.

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  • Devan - Community Manager
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    Hell Wade Fitzner,

    When it comes to optimizing your searches in Guide, this can sometimes feel like more of an art form than a science. While what works for one userbase doesn't always work for another, we do have a list of recommended practices to optimize your search results in the article linked below. Let us know if there is anything else we can help with and have a great day!

    About Help Center end-user search

    Best regards. 

    -1
  • Wade Fitzner
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    Devan - Community Manager - Thanks for the response, but I have already exhausted the "best practices" previously before posting.

    I do agree that userbases will differ, and being able to not omit 200+ words/phrases is a huge issue for us.

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  • Madison Davis
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    Hey Wade! That's a great question, and unfortunately I don't have a wonderful answer. As a Content Manager here at Zendesk, I most often just export the search data to a CSV and ignore the junk search terms. The product doesn't have a way at the moment to tell the difference between a meaningful search by one of your users and a spammy search or a confused anonymous searcher, so it's all going to be included. My recommendation to you would be to focus your search tuning efforts on legitimate articles/keywords that are coming up most often for your users - other end users' junk searches don't have any impact on legitimate searches; the context-matching of your content and labels does! 

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