Question
My search terms seem like they would apply to one of my articles, but the intended article does not appear when I search. Why does that happen?
Answer
There are many factors that influence how likely an article is to surface including the article’s title, labels, and body content. Suggested articles will follow the same logic as a traditional end-user search as described in this article. That said, there are a couple of other factors which may impact your articles:
Spelling
Your query is not spelled correctly. Search does not assume what a searched word should be. So if the word is misspelled, you may not see any results.
Relevance
Additionally, the search is looking for a 2/3 match of search terms to the article content. If an end-user uses an entire sentence as a search query, but over 1/3 of those terms do not appear in your article(s), there may be a lack of articles returned by a particular search.
Resolution
In both of these cases, you could consider modifying the article title, content, or adding labels to the article. For example, if users are consistently misspelling a word, it may be helpful to add that misspelling to the article as a label. Making the article a better match for common end-user searches will allow your users to better serve themselves.
Google Analytics can help you identify how your customers are using search. For more information on using Google Analytics with Zendesk, see the article: Enabling Google Analytics for your help center.
8 comments
light
Hello, many users have this interface after clicking the article link. What is the reason? Very urgent, thanks for your help.
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Roxelle Miayo
Hi Light,
I will be creating a ticket for you to further investigate your concern. Please look forward to my email.
Best,
Roxelle G.
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Tim Barrett
Hi I've got some odd behaviour on my helpcentre. We have an article titled "Branded Glassware". If I search for glassware I get no results, but the result count shows a match. Why is the result not showing in the list?
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Arianne Batiles
Hi Tim Barrett,
I created a ticket on your behalf, and I’ll continue to assist you from there. Kindly check your email for updates. Thank you!
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VITOR SILVA
The suggested articles just not appear to me. I have to search for it manually so I can see it
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Arianne Batiles
Hi VITOR SILVA,
I have reached out to you regarding this concern privately via email where we can continue working together. Please check your inbox for updates. Thanks!
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Morgan King
Hello ZD Team,
We have 3 brands that have article suggestions enabled, but 1 of the brands does not suggest articles - even when i use the full article title. We have tried adding/removing labels and adding tags to fit search results without any success. We have no trouble with the other two.
Do you have any suggestions? Thank you.
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Paolo
First thing to check is if the Help Center for that brand was properly set and articles were correctly added to the brand. More information here.
If the issue still persists, I highly encourage reaching out to our Support Team for further assistance.
Best,
Paolo | Technical Support Engineer | Zendesk
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