About help center end user search

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49 Comments

  • Nicky Clark

    Is there a way to disable or reduce fuzzy search? We have clients complaining that they struggle to figure out which articles are helpful to them because the search results return so many possible matches, and they feel overwhelmed. 

    A good example is that I just searched for "gender" and had 34 possible matches returned. Only 2 of our articles actually contain the word gender - the rest were all matching on terms like "general", "generally" and "generated". 

    I understand the intent of fuzzy search and can see how it's picked up those terms, but for our users, it's creating noise more than being helpful. 

    3
  • Jarl Frode Arntzen

    Is there a way to disable or reduce fuzzy search?

    We have the same issue here as well as an related issue.

    If our customers search for the word "workflow" we get maybe 10 results while if they search for "workflow group" you would expect them to get fewer results where all must contain both words but instead we get 28 results where the articles contain just one of the words. So the search do not work with an implicit AND operator between the search words but instead use implicit OR.

    Effectively, this yields our documentation kinda useless and we're currently looking for alternatives to Zendesk Guide.

    Please advice.

    3
  • Laura Mayer-Sommer

    How far does stemming go? Is it pretty much limited to standard prefixes/suffixes (de-, re-, un-, -ing, -ed) or will things like info/information and config/configuration match?

    0
  • Meghan

    Was there a recent update to this (like today?), search results are pulling in articles without the keyword and seem to have flipped the sort order we were seeing yesterday and it's causing some mayhem. How can we fix this? 

    1
  • Alex Ruano

    We are also seeing this drastic shift in how search results are being sorted. This appears to have started today for us as well. Our teams are reporting articles that are normally at the top of search results being buried into page two or three of the results rather than the top few choices. The search tool seems to be pulling in articles that are not associated with (or very loosely associated with) the search terms being entered by our team members. It is as though the search tool is ignoring tags and article titles when sorting results. It is causing a lot of inconvenience for our team and our regular use of our Knowledge Base. Was there any recent changes (starting today/last night) and is there anything that can be done to resolve this issue?

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  • Nicky Clark

    Yes, we're also seeing this issue today, which renders the search effectively useless. A search for 'Teams' returns our article titled 'Teams' (and which contains the term team or teams forty-three times) on the second page 🙈

    Edit: I've contacted Zendesk support directly and they've confirmed this is related to a known incident their devs are working on.

    0
  • Nicolas P.
    Zendesk Customer Care

    Hey Patrick Morgan! Sorry for the late reply to your message.
    I got in touch with our content team about your comment. They confirmed that it was a mistake and they deleted the phrase.
    Thank you for pointing that out!

    0
  • Hannah Lucid

    Hello,

    Is there a way to turn off the Article Voting?

    0
  • Amy Gracer
    Community Moderator

    Hannah Lucid

    You can hide the voting feature on the articles page. 

    Comment out this section

    {{!-- {{#with article}}
              <div class="article-votes">
                <span class="article-votes-question" id="article-votes-label">{{t 'was_this_article_helpful'}}</span>
                 
                <div class="article-votes-controls" role="group" aria-labelledby="article-votes-label" style="float:none">
                 
                 
                    {{vote 'up' role='radio' class='button article-vote article-vote-up' selected_class="button-primary"}}
                    {{vote 'down' role='radio' class='button article-vote article-vote-down' selected_class="button-primary"}}
                 
                </div>
                
                <div class="article-votes-controls"><small class="article-votes-count">
                  {{vote 'label' class='article-vote-label'}}</small>
                </div>
              </div>
            {{/with}}--}}

     

    1
  • Raphaël Péguet - Officers.fr

    Hi! 

    This is so hard to find (and I saw the documentation) the right way to write the url to get via API results for a certain query ! 

    You write: "The only mandatory parameter is filter[locales]. Other parameters can be added to narrow down the search result set." but theres 0 example :/

    + the flow builder api call maker doesn't accept "[":

     

     

    0
  • Chantal Marti

    Hi Jennifer! Thanks for sharing this info, it's very useful! We'd like to know a bit more about the Fuzzy search though. We've tested it on our English Help Centre, and it doesn't seem to work. E.g. If we search for “camcellation” in our external Help Centre, we get no results (0 articles), even though, the system should actually search for "cancellation" and get some related results. Do you know if this feature is actually working? If so, for what languages? Is there a way to activate it? Thanks!

    2
  • Liam Jones

    I also wish the Help Center search was a lot more like Google.

    Why would an article with "topic planner" in the title not show up when I search "topic planner"?

    It does on the second click of the search with no change to the text.

     

    I'm often demonstrating to end users how to find our resources and then look foolish when it doesn't show up. I now say to them not to search for too long, just reach to us and out ask. This costs us the extra capacity required to support them as well as harming our reputation. We provide a user-friendly interface in our own software which is let down by poor search functionality when looking for our knowledge base articles.

    Do you have any plans to improve the Help Center search? And if not, can I implore you to reconsider?

    Thanks

    3
  • Nicole Saunders
    Zendesk Community Manager

    Hi everyone - 

    Just a reminder that product managers do not typically see product feedback posted in the comments on knowledge base articles. If you'd like your product feedback and feature requests to get noted and responded to by the product teams, please post it in the Guide Feedback Topic in the community. This is the official intake for customer feedback, and where PMs will typically respond and engage. Thanks!

    0
  • Nicky Clark

    It looks like this would be a good community post to vote and comment on - https://support.zendesk.com/hc/en-us/community/posts/5196533912218-Allow-admin-to-prevent-certain-fuzzy-search-matches

    0
  • Joshua Bentley

    I want to look for articles that contains a specific phrase, not any of the words within that phrase. For example, we are changing our corporate domain so I need to find any article with the old domain. But since our company name is in the domain, any article that has our company name in it shows up in the search results. 

    Based on what I'm reading here, am I right in understanding that because of fuzzy logic, if I search "companyname.com" I will get results for articles that don't contain that specific phrase? 

    0
  • Elizabeth Brown

    Hi Zendesk team,

    In your relevance scores: does Section title refer to the ZD structure of Category > Section > Article?

    OR 

    does it refer to a heading within an article?

    Google appears to pick up headings to display them in search results, which is helpful. I'd like to know if I need to spend more time working on ZD section titles, or on article headings?

    Can you clarify please?

    https://support.zendesk.com/hc/en-us/articles/4408894061338-About-Help-Center-end-user-search#h_88432433111547663753531

    Cheers

    E.A. Brown

    1
  • Daniel

    Hello! 

    I was wondering if anyone could provide me with information on how to proactively affect the search results given a specific type of input. 

    Context: 

    Looking at the "Searches with no results (Top 5)" section of the a Help Center dashboard, I noticed that there a number of people who are entering their order numbers into the search field. 

    Often this is an attempt at finding tracking info about their order. 

    If there were any way to provide, say, articles with a certain label (probably "tracking" in this case) or treat number entries as searched for "Tracking" or "Where is my order" if someone types in a number into the search field that would be great. 

    1
  • Rachel Nix

    Hi, the zendesk search is very bad. For example, when I search the term "Bill" in the help center search bar, the suggested search populates relevant articles when I am typing, but then once I press enter, the actual search yields very irrelevant results, most of which do not even have the term "Bill" in the title.

    What gives? This has happened repeatedly to several people, and I can only assume, to dozens of customers. A bad search negates the point of a self-serve help-center. Please advise. 


    1
  • Paolo
    Zendesk Engineering
    Hi Rachel,
     
    You can add labels to your articles to improve the search relevance. This article will provide the guide on how to implement it: Using labels on your help center articles. I highly recommend check the best practices part as well.
     
    For more information about what influences search results in the help center, see About help center end user search.
     
    Best,
    Paolo | Technical Support Engineer | Zendesk
    0

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