Understanding help center search methods: instant search, native search, article suggestions, KC app

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  • Flair Customer Support

    I love Knowledge Capture!!

  • Joshua Barnard

    Hi Jennifer Rowe,

    How does the Knowledge Capture app search work? Does it include title and body text, partial or full word match?



  • Josh
    Zendesk Customer Care
    Hi Joshua!
    Thank you for messaging us. KCApp search works includes all of those. So mainly, agents search for keywords and in the search result of KCapp provides all results with the specified keywords or phrases. 

    You can also check this resource to know more about Knowledge Capture App.
  • circlehotarux

    Hi , Jennifer Rowe
    How are the native Help center's search results sorted? Is it related to title, body text,  labels and date?

  • Cheeny Aban
    Zendesk Customer Care
    Hi Circlehotarux,

    Native Help Center search does not use partial word search and it searches through titles, labels, and content. When you search, any comments associated with an article and post are also searched. Thus, the search term might not be in an article or post itself, but in a linked comment

    If you would like to narrow down your search in the Help Center, you can also filter the results by type or category
  • Jennifer Rowe
    Zendesk Documentation Team

    Hi circlehotarux

    In addition to the info in Cheeny's comment, you might find this article helpful!

    About Help Center end user search


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