There are a variety of ways to search for content, depending on where you are in the Help Center.
Using instant Help Center search to get content suggestions
Instant search is used when you first open the Help Center, and start typing in the search field under Zendesk Help.
As you type in this search box, you get suggestions for articles that might match what you need, based on the partial words you type. Keep typing to reduce the list of articles that are suggested. You can click the matched article directly without going to the search results page.
The suggested articles are based on the search text appearing in the article title only. Any articles that have your search text in the body of the article are not displayed.
If you don't see any articles that fit your criteria, press Enter, and the native Help Center search is applied.
If you don't already have instant search and want to enable it, see Add Instant Search (auto complete search) results to your custom Help Center theme.
Using native Help Center search for specific results
Native search is used as soon as you click Enter, when you search for content in the Help Center. Search results appear as a list. You'll see hits for every article that contains any of the words you have specified. In this example, you'll see results for content that includes the words instant or search, with the first results containing both instant and search.
Number of votes and comments are displayed next to each result.
You can filter your result set first by content type (article or community post), and then by product or community topic.
Native search uses full word searching to find results in titles, body text, and labels or tags that are applied to the content. See searching for content for tips on how to find phrases and operands to perform specific searches.
Using Knowledge Capture app search to find articles
Knowledge Capture (KCS) app search is used when an agent uses the Knowledge Capture app in the Support agent interface to find articles to request updates. See Searching and linking articles using the Knowledge Capture app for more information.
Using article suggestion search when an end-user submits a support request
Article suggestion search is used when an end-user submits a support request in Help Center.
As the end-user types in the Subject field, articles are suggested by searching titles, content, and tags or labels in articles in the Help Center, and using a relevance score to order the results. If a user clicks the suggested article, they are taken to the article directly, and the support ticket is not opened.
For information about disabling article suggestions, see How can I remove "Suggested Articles" from the ticket submission form?.
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