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78 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!

    3
  • 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
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    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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  • Gaëtan Tobie-Echeverria
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    hello, any item in the roadmap to get the search of the tickets with the search of the articles ?

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  • Devan
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    Hello Gaetan,

    Currently, we have no announcements to make on the development roadmap for Guide. I would recommend posting your requested update on our Guide Product Feedback forums so our developers can consider your request for potential future updates.

    Best regards. 

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  • Gaëtan Tobie-Echeverria
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    Thank you for the quick answer. I do have a follow-up question: in the widget is it possible to search in the tickets instead / or next to the search for articles ?

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  • Brett - Community Manager
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    Hey Gaëtan,

    Currently, you can only search for tickets in the agent interface. You won't be able to search for user tickets within the web-widget at this time.

    Let me know if you have any other questions!

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  • Holly Beaty
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    Hi @Gaëtan,

    It might help you to know it's possible to create some code for the search results page that catches when a user searches for a number and when they do it populates a message you've created (we did one that links to the My activities page where end-users can see their requested tickets and tickets they're CC'd on).

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  • Jay Lee
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    The "Find a Phrase" search using double quotes to search an exact phrase does not work for us.  When our users use double quotes to search a phrase: (1) They get results with the word "quote" in it (2) The other results returned are not matching the exact phrase in the quotes, but results with any combination of the words, so basically same as not using quotes at all.  

    Is the double quoted phrase search documented elsewhere as having issues?

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  • Yusuke Hidaka
    Comment actions Permalink

    Hi.

    Question:How can we Lower body's score ( now, it's 1, but we wanna make it to the minimum like 0.0001)

     

    We have so many articles and these articles are so long.

    If the article is too long, words tend to get caught and tend to rank higher.

    So I'd like to change the weight depends on field.

     

    I found below article in Elastic Search. Is it also possible on zendesk?

     

     

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  • Maggie Ungerboeck
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    Hi,

    There isn't a way to go in and change the weight directly on an article. You have to play with the title and tags to try to adjust the search score but it's a lot of trial and error. Wish I could be more helpful!

    Thanks,
    Maggie

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  • Anthony Inman
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    I realize Insight is on it's way out, but I am wondering why the Search Stats only include search terms that were not found.

    For example: According to the search stats in Zendesk, only 77 search terms with no results come up for the last 30 days, but Google Analytics shows over 10,000 unique searches and over 4900 search terms for the same period.

    Why does Zendesk display only the search terms without results?

    Thanks for the help.  

     

     

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  • Nicole - Community Manager
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    Hi Anthony,

    If you click on "total," that will show all of the searches that did have at least 1 result, and what those search terms were. That stat and list should show you your search terms.

    What you're seeing is that there were 77 terms with no results, i.e. things people searched for that you do not have anything in your knowledge base for. That metric is meant to help knowledge managers identify things their users are searching for that they maybe need to create an article for.

    The other thing that may be a factor and causing a discrepancy here is that the stats you see in Insights are tracking searches that occur on your Help Center. Depending how you have Google Analytics set up, you may be comparing searches conducted within your Help Center search to external searches that are bringing people into your site.

    I hope that helps; let us know if you have additional questions.

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