Managing search filters

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19 Comments

  • Carl Taylor

    Hi,

    Has anybody else had any issues with search functionality since this roll out started. We have not enabled any of the above but are having various issues across our help centers. Our issues started on the 10th which coincide with this roll out.

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  • Orsolya Forster
    Zendesk Product Manager

    Carl Taylor, can you elaborate about the issues you're experiencing?

    0
  • Carl Taylor

    Orsolya Forster - we seem to have resolved the issue, and it does not appear to have been related to this :)

    1
  • Anne Ronalter
    Zendesk Customer Care
    Hello Carl,

    glad to hear that you were able to resolve the issue. :)  

    Thank you for letting us know, that it did not seem to be related.
    0
  • Norm Van Eeden Petersman

    I have set up a crawler and followed all of these steps but I don't see any of our external content populating our search results. 

    What steps can I take to have external results appear alongside the articles and community comments that are currently showing up?

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  • Orsolya Forster
    Zendesk Product Manager

    Norm Van Eeden Petersman, I suggest to double-check if you have external content records include in your help center search. See the example here:
    If you have external records included in your help center search, you should be seeing the records in your search.
    Cheers!

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  • Heather Firth

    Elizabeth Williams - The "help center federated search" link at the start of this article is broken.

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  • Cheeny Aban
    Zendesk Customer Care
    Hi Heather!

    Thank you for reporting. We'll make sure to have it updated! 
    0
  • Elizabeth Williams
    Zendesk Documentation Team

    Thank you Heather Firth! The link has been fixed and is now pointing to the About Zendesk Federated Search article. Thanks again!

    1
  • M Rogers

    How do we add content to the source/type?

    I'm hoping to add more searchability options that point to our Zendesk articles. Currently when searching for a keyword, there are 3 options under "By Type": All types, Articles, and Community. Instead of Articles we would like to have more options, instead of making the end user drill down with a bunch of clicks. 

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  • Zsa Trias
    Zendesk Customer Care

    Hello M Rogers, 

    After you created the sources/types, you can then identify the external content you want to appear in the search results. Please refer to this other doc: Including external content in your help center search results.

    -1
  • Kel S.

    Is it possible to have a type selected by default on the search results? For example, we don't use community so we only have articles and would love our users to see the categories immediately. Having to click "articles" first isn't obvious the functionality exists.

    3
  • Justin Near

    I second Kel S. - there are far too many unintuitive clicks to get to the categories that we've so painstakingly created for our Guide articles.

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  • Zsa Trias
    Zendesk Customer Care

    Hello Kel, Justin, 

    You can disable "Community" as a search source in your Guide's Search settings to exclude Community from the results. You can uncheck this option here:

    For reference: Enabling search across multiple help centers

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  • M Rogers

    Zsa Trias What if we don't want to disable it, we just don't want it included by default in the search results? It would be nice if search results defaulted to articles first, with a secondary option to include the community. 

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  • Zsa Trias
    Zendesk Customer Care

    Hi M Rogers, 

    That may require custom coding. I have found this other community post that you may want to check out: How to exclude Community posts from Guide search results? It's a discussion of our Community members on how to achieve this, however, we cannot guarantee the code.

    As mentioned in the last comment there:

    The best place to get that feedback is in our feedback forum for Guide

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  • Anne-Flore Caire

    Hello. How do we manage the translation of type names?

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  • Mike DR
    Zendesk Customer Care
    Hi Anne!

    If you're referring to a title of a field or anything related to a translation, we would suggest using Dynamic Content that also works for Zendesk Guide.
    0
  • Anne-Flore Caire

    Hi Mike-DR

    I'll let you test and confirm. I can send you screenshots if you need them.

    0

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