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Why do my articles not appear in suggested articles on requests or Help Center search?



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Jake Bantz

Zendesk Product Manager

Edited Jan 19, 2024


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8 comments

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

Zendesk Customer Care

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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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

Zendesk Customer Care

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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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

Zendesk Customer Care

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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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

Zendesk Engineering

Hi Morgan,
 
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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