About Help Center end user search

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10 Comments

  • Soo Hian

    Hi, can we only set the search to find Help Center articles and not community topics/posts?

    Is there a setting for this? Thank you!

    0
  • Amy Gracer
    Community Moderator

    You probably have scoped to KB enabled. See this section

    Scoped search in Knowledge base

    This might also help.

    search helper

    {{search}}

    Inserts a search box.

    Parameters

    None.

    Attributes
    • scoped (optional, boolean) If scoped is true and the helper is on the category, section, or article page, searches only the articles in the current category. If the helper is on the topic or post page, searches only the posts in the current topic. Default is false.
    • submit (optional, boolean) If true, render the submit button. Default is false.
    • instant (optional, boolean) If true, enables Instant Search to provide HC article suggestions while you type in the search box. Instant Search article suggestions do not respect the scoped parameter if it is set.
    • class (optional, string) class name to be added to the form
    • placeholder (optional, string) placeholder value for the search input element
    Availability
    • All pages
    Example
    {{search}}
    
    Output

    If inserted in the Home page:

    <section class="search-box">
      <form accept-charset="UTF-8" action="/hc/en-us/search" class="search" method="get" role="search">
        <div style="display:none"><input name="utf8" type="hidden" value="&#x2713;" /></div>
        <input id="query" name="query" placeholder="Search" type="search" />
        <input name="commit" type="submit" value="Search" />
      </form>
    </section>
    0
  • Dave Dyson
    Zendesk Community Manager

    Hi Karolina,

    Not directly, but you can use the Help Center API to get search results in JSON format: Help Center API – Search

    0
  • Rahul Singh

    Hi, 

    Is there a way to configure null search default text? currently there's a 'contact us' redirection for a null search result, which I want to remove.

    0
  • Tipene Hughes
    Zendesk Developer Advocacy Team
    Hey Rahul,
     
    Thanks for reaching out!
     
    You can customize what appears on the page when no search results are returned by updating the code in the search_results.hbs file. For example, using the default Copenhagen theme you’d need to update the final {{else}} statement in the search_results.hbs file. Below is how the code appears by default:
     
    {{else}}
          <p>
            {{t 'no_results_unified'}}
            {{#link 'help_center'}}
              {{t 'browse_help_center'}}
            {{/link}}
          </p>
     
    Which appears on the search results page as:
     
     

    Here’s a link with more information on the different helpers available to you when customizing the code: 
    I hope this helps! Feel free to reach out with any questions.
     
    Tipene
    0
  • Zach Brown

    What would be the recommended best practice re: search result indexing for articles that are meant to appear in a series? For example, I've written a 7 article series on a topic, but due to the weighting of the relevance algorithm, articles 5 through 7 appear at the top of the search results when that topic is searched (see screenshot).


    I've artificially tweaked the sequence of the articles that appear on search by up-voting and applying labels to articles 1 through 4, so the articles appear in the correct sequence on search, but I know this is only a temporary solution. Once end users start voting on these articles themselves, the sequence in which they appear on search will change.

    It would be really helpful if I could circumvent the algorithm and pin article 1 to appear as the top search result when the topic is searched (since article 1 links out to the others in the series in the correct order). But if there are any other suggestions on a way to achieve this with current functionality I'm all ears!

    0
  • Nikki

    Zach Brown I don't know if you'll like this suggestion, but the first idea that came to my mind was to use labels to make the later articles blacklisted to never show. Then your first articles will be the ones to come up. It just depends if there are ever cases where your later articles will have matches and you want them to be returned even if the first articles are not.

     

    Also Jennifer Rowe , either my brain is missing something or this sentence has a typo:

    For example, if you search for “user segment” the search engine will also return results containing “user segment”.

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  • Jennifer Rowe
    Zendesk Documentation Team

    Hi Nikki, thanks for pointing that out!

    The typo is that there is no typo and there should be. It was originally written as "user segmemt" to show that despite the typo, the search engine displays the correct results for "user segment," but someone corrected the typo, so it didn't make any sense. I've fixed it! Thanks!

    1
  • Zach Brown

    Thanks Nikki! I didn't realize labels could be used to prevent articles from showing up on search. I'll take it under consideration.

    0
  • Lauren Mulkern

    How exactly does stemming work? Does the search iterate for a set of suffixes, or is it a wildcard?

    Our content covers topics where users will search for part of a proper noun - example: "Sugar" vs "SugarCRM". If we're applying labels for SEO improvements, do we need to apply both labels, or will stemming find a "sugar" label when the user searches for SugarCRM, or vice versa?

    Thanks!

    0

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