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68 Comments

  • Bill Cicchetti
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    We are running into the same issue as @Edouard Madeuf  and looking for suggestions

    The suggestions are not helpful as the suggestions look the same and it fails to differentiate the different between the links suggested

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  • Brett - Community Manager
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    @Hedda I'm going to generate a ticket on your behalf for our Customer Advocacy team to dig into this further. You'll receive a follow-up email shortly stating your ticket has been created.

    @Bill there's no native way to change this functionality. You're most likely looking at custom code within your Guide Theme editor if you want to change what is displayed here.

    While I am not able to assist with any sort of custom coding, we do have some great documentation that I believe you will find useful.

    Hope this helps!

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  • Hedda Klintskog
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    Thank you!

     

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  • Matt
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    Hello! Is there a way to see search insights for a specific cohort of people?

    My use case is that I'd like to see search insights only for our agents rather than the aggregate of agents and end users. Is this possible?

     

    Thanks!

    2
  • Angela Frey
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    How does ZenDesk determine what text to feature in the snippet/blurb? Is there anyway to influence/avoid/affect what is displayed in the snippet?

    I am finding the snippet highlights different text depending on the last search, with a high preference towards a particular header that is very misleading about the article content (if the article is about A, there's one subsection about B exception and B keeps getting displayed in the search results snippet). Is it as simple as changing the header to paragraph (undesirable but will do it to improve search results), or do I need to find some alternative vocabulary so it doesn't "look" like the rest of the article? What is the secret here?

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  • Erik Johnson
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    Is there a way to deprioritize search results? All our weekly release notes are part of our HC, and they show up in the search results (sometimes overwhelmingly). I want the release notes to still be visible to customers, but I think they'd rarely be the article a customer is searching for. Would love to be able to sequester or de-prioritize these somehow.

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  • Amy Gracer
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    Is there a way the search results page can show the view permissions on an article? At the very least, the LOCK?

    Is there a way to code the search results so that locked articles are returned in a different color font, maybe? 

    It's important for my support team to know if the article they have found is available publicly before they click it. 

    Any advice appreciated!

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  • Brett - Community Manager
    Comment actions Permalink

    Hey Amy,

    The solution you're looking for would most likely require a good amount of custom code. While we're rather limited on what we can assist with on our end, it may be worth having your developers take a look at the following documentation to see if that points them in the right direction:

    If you don't have the necessary resources available to assist with customizing your Help Center, we do have a Professional Services team that can assist at an additional cost. This is something you'll want to discuss with your account manager so if you're interested, I'm happy to get you in touch if needed.

    Let me know if you have additional questions for me in the meantime!

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