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

  • Alastair Adams

    Are there any plans to incorporate article body text into the instant search in the same way as they are included in the native search?

    We've been paying for a third-party service (Algolia) to achieve this functionality for a while, though it has the limitation of not being able to index private HC articles, so it doesn't work for internal knowledgebase content - which is frustrating. Given that the native search can return results based on article body text already, surely it should be relatively straightforward to implement this into the instant search too? Would appreciate insight into this. Thanks!

  • Moshe Anisman Cloudcom

    hi all - 

    In regards "Using article suggestion search when an end-user submits a support request"

    is it possible to show the articles suggested list when filling a custom text field like it does with the Subject ?

    Thanks !


  • Jana Debusk

    Hi! Thank you for this article! I have a specific question that I can't seem to find a solution for in the help center. We're looking to combine help centers for two different products. Some of our customers have one or the other - some have both. I'm wondering how we can separate the search results once they click the desired product from the main "Help Center Homepage". One keyword may mean two entirely separate things from one product to another. Any tips or tricks or special code or great advice? Maybe an article that can point me in the right direction? Thank you!

  • Arianne Batiles
    Zendesk Customer Care

    Hi Jana Debusk,

    If you have assigned a category per product, you can limit searches within a category via scoped search attribute in themes https://developer.zendesk.com/documentation/help_center/help-center-templates/helpers/#search-helper 

    This scopes the search to the category or even community topic the user is currently in. You should add the scoped=true attribute on the cateogry_page.hbs, section_page.habs, article_page.hbs and search_results.hbs  templates of your theme.


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