Your customers are attempting to search your help center for information via the web widget installed on your website. However they are running into an error when the search results are returned. Below is an example of the error the customer will run into.
The error in question will state: "There are no results for ....."
The reason this error occurs is due to the host mapping settings on your Zendesk account being incomplete.
You will need to make sure the Host Mapping settings on your account are completed in full.
Generally we find that 1 out of 2 settings are fully completed with the host mapping set up. You will need to complete the missing setting in order to resolve this issue fully.
Below are the 2 components you will need to check are complete in your Zendesk account.
The host mapped address:
A host mapped address must be added to your Zendesk. You can double check that this is present via Admin > Settings > Account > Host mapping.
If you use Multibrand (Professional Add-on or Enterprise) on your account, you can find the Host mapping settings under each brand setting via Admin > Manage > Brands > Edit brand > Host mapping.
The SSL settings and certificate:
You also need to have hosted SSL enabled on your Zendesk as well as an active SSL certificate. You can check that these are activate by navigating to Admin > Settings > Security > SSL.
The hosted SSL feature here needs to be enabled and a SSL certificate applied. We can provide you with an SSL certificate at no extra cost, included with your Zendesk plan; Alternatively you can obtain your own from your web hosting provider and upload to your Zendesk from there.