Why does the Web Widget (Classic) display no results when attempting to search?

Issue Symptoms

Your customers attempt to search your help center for information via the Web Widget (Classic) installed on your website. However, they encounter an error when the search results are returned. Below is an example of the error.

The error states: "There are no results for ... " 

Conditions

This error occurs when the host mapping settings on your Zendesk account are incomplete. 

Resolution

You will need to make sure the host mapping settings on your account are completed in full. 

Generally we find that 1 out of 2 settings are incomplete when this error occurs with the host mapping set up. You will need to complete the missing setting in order to resolve this issue.

Below are the 2 settings you will need to check are complete in your Zendesk account. 

The host mapped address:

A host mapped address must be added to your Zendesk. You can double check that this is present via your host mapping settings. 

Example:

If you use Multibrand (Professional Add-on or Enterprise) on your account, you can find the Host mapping settings under each brand setting in Admin Center. Click the Account icon () in the sidebar and navigate to Brand management > Brands. Click one of your brands to view the host mapping settings.

Example:

The SSL settings and certificate:

You also need to have hosted SSL enabled on your Zendesk as well as an active SSL certificate. You can check that these are activate by navigating to Admin Center. In Admin Center, click the Account icon () in the sidebar and navigate to Settings > Security. Click the SSL tab at the top of the Security page.

The hosted SSL feature here needs to be enabled and a SSL certificate applied. We can provide you with an SSL certificate at no extra cost, included with your Zendesk plan; Alternatively you can obtain your own from your web hosting provider and upload to your Zendesk from there. 

For more information, see the article: Host mapping - Changing the URL of your help center