About Help Center end-user search

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65 Comments

  • Matthias
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    Hi,

    it seems that section and category pages don't show up in search results. Can this be changed?

    2
  • Niclas Kårlin
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    Is there a guide somewhere how the code would look like for making three columns of the search result, including also the tickets?

    Knowledge base  |    Community   |    My requests

    0
  • Aswin Kannan
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    Can we replace the default Zendesk search with our Google CSE (Custom Search Engine)?

    1
  • Ricky Davis
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    Hello, Aswin!

     

    Sadly, it is not currently possible to replace Zendesk search with the Google custom search engine. Although, this is something that we are considering! You can lend your feedback and use case here to let our developers know how this would be a useful feature:

    https://support.zendesk.com/hc/en-us/community/posts/115010435088-Support-for-Chrome-custom-search-engine

    Thank you for your feedback!

    1
  • Erin Longhurst
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    I've noticed that when I use the end-user search, it shows the publish date for articles instead of the last-updated date. Is there a way to change what date is displayed in search results? 

    I recall that there was a thread about it, but I've (somewhat ironically) had trouble finding it.

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  • Jessie Schutz
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    Hi Erin!

    Is this the article you're thinking of?

    1
  • Renee
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    I am concerned as to why search is not picking up this SKU in my articles?

    if you type in WTAN002 - search does not find it.  What is the reason for this?

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  • Jessie Schutz
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    Hi Renee!

    Off the top of my head, I think the issue might be the parentheses in the string. HC search will match strings, but if it's considering the parentheses as part of the string and someone doesn't include them in the search, it won't find it.

    It should be easy to work around this, though. Simple add the SKU to your article labels, and your search results will start turning up the relevant article(s). This is also a good idea regardless, because article labels rank higher than the body of the article when Help Center is generating search results.

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  • Renee
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    Any advice on how to do this in Bulk? I have over 1000 questions with this. :)

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  • Jessie Schutz
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    Hi Renee!

    You should be able to update your articles in bulk using our API. We have endpoints specific to article labels so if you have folks in your organization with that kind of know-how they should be able to do it pretty easily!

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  • Elizabeth B
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    I'd love to see phrase searching (searching multiple words in quotation marks) as a feature! It would help refine our search results. Any sense on if that is something on the roadmap? Thanks in advance!

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  • Bogdan Andrei Sturzoiu
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    Hey,

    we actually do support phrase search and the exact matches should be boosted. We do, however, also return partial matches.

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  • Erik Rutten
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    Are the updates to search functionality available from the Knowledge Capture app?

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  • Bogdan Andrei Sturzoiu
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    Yes, they should be (KC app uses the public search API). Note that fuzzy search is only available in Instant Search for now.

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  • Justin Bowers
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    Is it possible for the end user to type in a specific article tag or label and be directed to a landing page as opposed to displaying search results that match what is entered? 

    For example, if I type in a model number, can I be directed to that model numbers landing page and not just display all help center content that has that model number referenced. 

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  • Bogdan Andrei Sturzoiu
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    Hi Justin,

    a label is considered part of the article content, so there is no way to filter between these two cases. Best thing would be to make sure the article that needs to be on top has the model number in title and/or body, so it's certain to be placed first in the result list.

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  • James Brown
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    Looking for suggestions if search results do not return a result, instead of displaying no results found, that we can point users to a specific (default) article. Thinking that instead of having no results, the user can see a single article that provides some help to refine the search, or has content that might help them otherwise.

     

    Thanks

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  • Niclas Kårlin
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    Maybe I've asked before:
    Have someone made a search result that will include both articles/topics as well as support tickets?

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  • Samuel Johnson
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    Hi everyone,

    Do the above weights count the same for Answer Bot logic as well? If not, is it possible to know the weight there as well?

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  • Nicole - Community Manager
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    Hi Samuel -

    The search result weighting outlined above does not apply to Answer Bot. Answer Bot's results are based on a a language model that attempts to understand the topics discussed in the question, and then matches that with articles that discuss the same topics.

    Here's more on optimizing your articles for Answer Bot

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  • Stephen Brady
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    Hello everyone,

    I am struggling with the native search area in the Help Centre. If I type in the box I get instant search results which is great and this looks at the article name which is also good for us.

    However, when you type 'bookings' for example and then hit enter, anything and everything including the word 'bookings' is displayed. This is if 'bookings' is in the article, body of text or labels, but this is problematic for us, as then you could see 400 or so results which is unmanageable for our users.

    Is there a way that can get the search to only look at article names in the same way that the instant search does? (but with more than 6 results of course!)

    TIA

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  • Devan La Spisa
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    Hello Stephen,

    So the only thing that would be possible to reel these searches in a bit would be to use synonyms for "booking" throughout your articles, so they didn't result in result overflow. This though, can be a time-consuming process and one that isn't 100% guaranteed to resolve this issue. I've linked an article that goes into further detail on how to better optimize your searched and let us know if we can be of further assistance.

    About search engine optimization (SEO) in Help Center

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  • Hedda Klintskog
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    Hey! 

    Yesterday I discovered that I can't make searches as an end user or anonymous in my sandbox. When I do a search as a manager och agent it works without problem, but when I try as a user I'm sent to an error page. Has anyone else had a similar problem? 

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  • Maggie Ungerboeck
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    Hi Hedda,

    Are the articles set to be viewed by end users? How are you doing the end user search - using a test user that you are logging in as or are you impersonating the user? What kind of error page are you seeing?

    Thanks,
    Maggie

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  • Hedda Klintskog
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    Hey Maggie!

    The articles are set to be viewed by end users. I think I'm impersonating the user, I'm choosing end user or anonymous as the preview role when I preview the code of the sandbox. The error page isn't the error page of my sandbox, it seems som have something to do with the API request.

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  • Bogdan Andrei Sturzoiu
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    Hi Hedda!

    do you have any custom code implemented in the Help Center page?

    Like you mentioned, this looks like there is an API call from the page that requires authentication and then fails.

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  • Hedda Klintskog
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    Hey!

    I've edited the code of the sandbox (if thats what you mean by custom code). I had problems with the API requests earlier so it might be an API problem rather than a problem with the code. 

     

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  • Hedda Klintskog
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    How can I fix the authentication problem? Can the problem be that I changed something in script.js? I can't find the code were the requests are made, but I assume it's somewhere in script.js. 

    I don't really care about the sandbox account, but the plan is to apply the code from the sandbox to the real support center later and the search really needs to function there

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  • Brett - Community Manager
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    Hi Hedda,

    We rather limited on what we can assist with on our end since the issue may involve custom code being used in your Help Center. It may be worth setting your Sandbox Help Center to the default Copenhagen them temporarily to see if you can replicate this issue.

    Regards,

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  • Hedda Klintskog
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    Thanks for the answer! 

     

    I tried to set the sandbox to the default Copenhagen theme but it didn't work. So it shouldn't be a problem with my code. Should I try to reset the entire Sandbox? Or is this a problem that can disappear when I apply the code on the real Help center?

     

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