Instant Search, Article Suggestion, and Help Center search comparison Follow

Comments

4 comments

  • Avatar
    Nguyentv

    Hi Danielle,

    Thank you for the explanation.

    However, I think there is a loophole in the way the search functionalities are designed.

    The Instant search uses partial match while the other 2 don't. That means if I have a search bar with instant search enabled, once the user presses enter, the default behavior is to lead them to the search results page right? However, since instant search enables partial match, user sees results while typing, but when he/she presses enter before completing typing the word, the search results show nothing. This will highly confuse users.

    May I know what the purpose of not enabling partial search is in the first place?

    Thank you.

    Best Regards,

    Van

  • Avatar
    Patrick Bosmans

    Hello Van,

    Our search features function very similarly to a web browser.  As you type you will see suggested options but will not assume any link until completely typed or selected with arrowing down or clicking desired link.  Because the search does not assume, it allows for the user to see results that might be broader within topic, but that might be outside of their initial knowledge base.  This way they can explore without having to be directed.

    I hope this answers your question.  Let us know if there is anything else we can help you with!

  • Avatar
    Jono Hey

    Hi,

    It's helpful for this article to clear up the different types of search, but I think it would be a significant improvement for the instant search to provide a wider search of labels and article content. Instant search is clearly the best search in our view from a usability point of view and is a big part of us selecting Zendesk's Help Centre. But without searching synonyms for searches, that we add using labels when we see what searches did not yield results, it can mislead that there are no articles available and customers may give up.

    See: Add article tags to Help Center Instant Search

    Thanks!

  • Avatar
    Nicole Relyea

    Hi Jono - 

    Appreciate the feedback! 

Please sign in to leave a comment.

Powered by Zendesk