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About semantic search and how it works



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Elizabeth Williams

Zendesk Documentation Team

Edited Jun 21, 2024


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31 comments

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Orsolya Forster

Zendesk Product Manager

We're keen to learn more about your help center search experience. To share your feedback with us, use this Feedback form. Cheers!

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How do we know if our Help Center has been updated with this new search experience? 

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Brett Bowser

Zendesk Community Manager

Hey Preston, there is no quick way to check your account to see if it's been updated. Our plan is to make this addition available for all English language help centers using the Copenhagen theme by early Q3 the latest (except for federated search). Additional languages, federated search and APIs will follow. 

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Josef Prandstetter

Zendesk Luminary

Brett Bowser:

  1. Is Instant Search supported from the beginning?
  2. Can you give a very rough timeline for federated search support?

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Orsolya Forster

Zendesk Product Manager

Josef Prandstetter instant search is not yet supported, neither is federated search. As we're evaluating these expansions down the line, I'll be able to share a timeline, but not at this moment. Our next milestone is to expand the service to all English help centers with the Copenhagen theme, as Brett wrote above, by early Q3.

We are working on a quick solution so customers can check if the service has been enabled for them already or not yet. Cheers!

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Thomas D'Hoe

Community Moderator

Hi Orsolya Forster

Correct me if I'm wrong, but custom help centres will need to be updated manually? 

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Orsolya Forster

Zendesk Product Manager

Thomas D'Hoe no, custom help centers don't require additional setup.

Jihoon Lee (이지훈) language extensions are on the roadmap but I can't yet share a release time. We're working on the expansion constantly and aim to get the service out to all Guide customers as soon as possible.

Cheers!

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Hi, this sounds like a great enhancement. Is there anything we can do to help train our own help center?

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Darenne

Zendesk Customer Care

Hi Becky, 

Thanks for your response. 

This implementation is automatic and requires no additional work on your end. However, we are still expanding this feature and our dev team will definitely give us an update on this. 

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Hi Darenne, Thanks, and sorry I wasn't clear. I understand that it is automatic and see that it has already been rolled out in our help center. My question is about when we see searches that don't return expected results. I see that Zendesk is requesting us to submit a feedback form each time, but that's not very practical. It would be nice if there were things our Agents could do on our end to help train the AI in real time. Cheers! 

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Hi Zendesk team, is it already available for Community search as well?

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Darenne

Zendesk Customer Care

Hi Becky Evans

You mentioned that when there's a search that doesn't return the expected results, it asks you to submit a feedback form. Can you please clarify to us what you meant by the feedback form? In what instance are you seeing it too? 

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Darenne No, I meant the feedback form linked by Orsolya Forster above and at the end of the other article https://support.zendesk.com/hc/en-us/articles/5641000272922-Announcing-semantic-search-in-Guide- 

 

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Darenne

Zendesk Customer Care

Hi Becky Evans 

Thanks so much for patiently waiting on this matter! I just confirmed with our internal team that training AI is not yet on the roadmap. If you encounter any issues, we suggest that you file it as a request via the same link provided by Orsolya. 

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Hi Zendesk,

I have confirmed that our HC is not yet enabled for Semantic search by checking the <head> element. When can we expect this feature to be available for us?

-- UPDATE --

Actually I realized it was only enabled in LIVE theme but when previewing another theme in development, Semantic search is not enabled. It would be great to have the feature enabled consistently for testing during development.

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We have checked our Help Centre and semantic search is not yet enabled. Will we receive an update to let us know when it is? Are there any time scales you can supply for when this will be enabled for all accounts?

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At present, content inside an accordion is invisible to the search engine. Will this change?

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Orsolya Forster

Zendesk Product Manager

Becky Evans no change in knowledge management is anticipated for semantic search, as the keyword search did not change, it got boosted with semantic matches.

John, thanks for the feedback!

Gwyn Mabo, we will try to share the next milestones as we see them more clearly. 

Cheers!

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Hey! 
About the metrics CTR and MRR, how will they be available for us to analyze? 
Is there a dash in which we can check users' most frequent searches (terms) and the metrics (CTR mainly)?
Thanks!

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Mike DR

Zendesk Customer Care

Hi Dora! Which dataset are you after? We have a list of datasets here: Understanding datasets

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Gorka Cardona-Lauridsen

Zendesk Product Manager

Mike McGuffie Assuming that the text is written in the article editor and thus part of the article content it will keep being searchable.

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Hello,

Semantic search is not enabled for me yet either. Are time scales available when this will be enabled? 

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Orsolya Forster Gorka Cardona-Lauridsen Why Ukrainian language is not mentioned in the list even with "Not planned" clause? Guide supports this language so please add such information 

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Gorka Cardona-Lauridsen

Zendesk Product Manager

Viachaslau Thank you for pointing this out. By mistake, we had forgotten to add the Help center languages that are supported via crowdsourcing. We will add Ukranian together with the other missing languages to the list.

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I believe early Q3 is past us. Is there a clear timeline on when to expect this feature?

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We have been waiting all this year for our help center to get the semantics search...how long will it take Zendesk to roll it out to all? Our existing search is not that great and we have been hoping this would help us, Can we get an update as to what's going on?

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Shawna James

Community Product Feedback Specialist

Hi all, thank you for continuing to provide your feedback here. We are aware of your request for more information and will look to get a reply here as soon as we are able. If you are interested, you can post your product feedback and feature request in our Guide Feedback forum. This is our centralized place for product feedback on Zendesk products that is regularly monitored by PM's for a reply. Here is a feedback template to get you started. Thank you again!

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Hi, is there any update on when this is planned for instant search? You mentioned Q3 being your next milestone.

I'm currently planning our help centre and am a bit cautious of relying too much on search, because instant search doesn't work very effectively (in my experience). This update would probably make a big difference.

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It seems we are waiting way too long for the Semantics search to be enabled on our help center. It is very frustrating because our current Zendesk search is so bad...our search analytics are not improving ad we were hoping this could help us. No one at Zendesk is giving a timeline for us...we have been their customers since 2017 now. This is causing us lots of search related issues and the default search itself should have been good. Our users now use Google search to get to our help center articles as that is much more accurate and better. It has been a year now since you rolled it out in the first place...what is taking you so long to roll it out to us???

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Elaine

Zendesk Customer Care

Hi Naira,
 
I sincerely apologize for the frustration and inconvenience caused by the delay in enabling Semantics search on your help center. We understand the importance of an efficient search system and the impact it has on your user experience.
 
I want to assure you that our team is actively working to address this issue and expedite the process of rolling out Semantics search to your account. We value your continued trust as our customer since 2017, and we are committed to delivering an enhanced search experience that meets your expectations.
 
I appreciate your patience during this time, and we are dedicated to resolving this matter promptly. If you have any further concerns or specific feedback, please feel free to reach out directly, and we'll do our best to assist you.
 
Thank you for your understanding, and we look forward to delivering an improved search functionality soon.

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