About Help Center end-user search Follow

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20 comments

  • Avatar
    Deepa Daniels

    Do you want to help us improve Help Center search relevance? Please take a few minutes to to share specific examples of search results that didn't meet your expectations. http://goo.gl/forms/WbEKVWQnvE

  • Avatar
    Forrest Smith

    Any way to make comments included in search results? Or is there a reason this is not implemented?

  • Avatar
    Serge Payette

    @Forrest,

    You can search on ticket comments as an End-user by entering keywords in "My Activities" / "Search Request" field.

    For Agents, the same is achieved by typing-in keywords in "search Zendesk" field which is the magnifier icon in the top right corner.

    Rgds

    Serge

  • Avatar
    Forrest Smith

    @Serge - I think you misunderstand - I want users and myself to be able to search comments on the help center topics and questions, not Zendesk tickets.

  • Avatar
    Serge Payette (Edited )

    @Forrest,

    Sorry about that, indeed I got that wrong. I wouldn't be surprised to hear that this is done on purpose in order to keep control on the quality of the info. If ever you feel that this option should be available, I would then recommend that you submit your idea to the Product Feedback forum: https://support.zendesk.com/hc/en-us/community/topics/200132066-Product-feedback

    Rgds

    Serge

  • Avatar
    Forrest Smith

    Thanks @Serge!

  • Avatar
    Deepa Daniels

    Hi Everybody,

    Good news!  

    Knowledge base and Community Comments are now indexed. Incase you didn't see this announcement. You also have snippets and keyword highlights in the Search results page. 

  • Avatar
    Jacob Mattison (Edited )

    In the old web portal, if you were in a particular forum and ran a search, it would search just within that particular forum. If you wanted to search across all forums, you would do that from the forum home page. Since we moved to Help Center, it appears that it always searches across all topics, no matter where you initiate the search from. Is there a way to restrict a search to the current topic?

  • Avatar
    Rebecca

    @Jacob

    It is possible to embed a search box into any page in Help Center using a curly bar helper: 

    {{Search}} 

    When added and customized to a category and topic pages to include the attribute, scoped=true, it will return results from the current category or topic. 

    Here's are our resources on this: https://developer.zendesk.com/apps/docs/help-center-templates/helpers#search-helper

  • Avatar
    Stan Kutzko

    Is there a way to provide users the ability to change the sort order?  If not I would suggest that users be able to change the sort by date, relevance score, votes or number of comments

  • Avatar
    Jeff Ma

    This has got to be a setting or something in Help Center. So what is happening is that when our users search for an article, unless they know the title of the article, it doesn't show any results (or the wrong ones). For example, let's say the Article is title "Purchasing and Payment" and within it has several mentions of the word 'Reconciliation". Well a user who is looking for help with reconciliation will yield NO RESULTS unless they search "Purchasing" or "Payment" because 'Reconciliation" wasn't in the title. Is tags the only way to do this or can we actually have the search function look at the words nested in the article?

     

    -Jeff

  • Avatar
    Terry

    @stan

    Help Center search results are based on relevance scores and are displayed to the user in descending order of their scores.

    At this time there is no manual sorting options in the results. You can read more about optimizing your help center content here.

    Looks like there is already a product feedback thread about this feature request, I would post there to see if our product team has made any progress on this request.

  • Avatar
    Dave Voll

    I'm curious if there is a way to customize the page for when there is no search results? This way we could put a custom message for the situation. Thanks!

  • Avatar
    Jessie Schutz

    Hey Dave!

    It should be possible! Provided you're on the Team plan or above, you have access to the HTML, CSS, JS code for your Help Center, including the search results page. You can use our Help Center templating language and CSS Cookbook to get started!

    Let us know if you get stuck! Here in Support we're not able to assist with this kind of customization, but we have several folks here in the Community who are great with this kind of thing. :)

  • Avatar
    Jacob Mattison (Edited )

    Dave: if you have access to the templates for your Help Center (Customize Design -> Edit Theme) you can customize the Search Results page. The template code includes this:

    {{#if article_results}}
    <ul class="search-results-list">
    {{#each article_results}}
    <li class="search-result">
    <a href="{{url}}" class="search-result-link">{{title}}</a>
    {{#if vote_sum}}
    <span class="search-result-votes">{{vote_sum}}</span>
    {{/if}}
    <div class="search-result-meta">{{meta}}</div>
    <div class="search-result-description">{{text}}</div>
    </li>
    {{/each}}
    </ul>
    {{else}}
    <p>
    {{t 'no_results' query=query}}
    {{#link 'help_center'}}
    {{t 'browse_knowledge_base'}}
    {{/link}}
    </p>
    {{/if}}

    The part between "{{else}}" and "{{/if}}" is the part that determines what shows if there are no results.

    It looks like there's a helper that creates the "no results for 'search text'" text, but you could either replace that or add your own text after it.

  • Avatar
    Jessie Schutz

    Thanks, Jacob!

  • Avatar
    Pedro

    I'm using "The Humble Squid" theme and I want to activate automatic suggestion when users type in the search box

    Is there an easy way to do this?

    Also, feat. suggestion: an easy "template builder" (drag and drop sections). E.g. being able to have a "Swiftest Elk" search/hero-unit but a "Humble Squid" main KB content section.

  • Avatar
    Jessie Schutz

    Hey Pedro! Sorry for the late response.

    You can find the info you're looking for here: Help Center Instant Search Is Available for All Customers.

  • Avatar
    Pedro

    @Jessie

    No problem at all. Thank you!

  • Avatar
    Edouard Madeuf

    Hi!

    I've started to organise my Guide per family of product as categories, and then by product as sections.

    After that I standardised the articles for each product like below as an example:

    Product family A (Category)

    Product 1: (Section)

    - Get started (article)

    - Specifications (article)

    - Compatibility (article)

    - Etc..

    Product 2: (Section)

    - Get started (article)

    - Specifications (article)

    - Compatibility (article)

     

    However, when searching using the search bar, the suggestions display:

    Article / Category

    Article / Category

    So there is no way to dissociate the article suggested for products in the same product family.

    Is there a way to display the article / section / category in the search suggestion ? If not, is there a workaround ?

    Or I am forced to:

    - Repeat the name of the product in each article (I would prefer to avoid this)

    - Set products as categories, which is not what I want at all, and not what I've initially planned. 

    Thanks in advance for your help.

    Edouard

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