Announcing featured articles in Guide search

Announced on	Rollout starts	Rollout ends
May 15, 2023	May 15, 2023	May 22, 2023

We’re excited to announce the new article recommendation tool in Guide. Featured articles allows Guide admins to display a list of articles to users who are searching the help center. They will see the featured articles before they even begin their search. 

This announcement contains the following topics:

• What is changing?
• Why is Zendesk making this change?
• What do I need to do?

What is changing?

We added a new Featured articles setting to Search settings in Guide admin. You can use this new setting to select up to six articles that you want your users to see when they are searching for content in your help center. You can add or remove articles, or change the order of the articles at any time.

When this feature is configured and users click in the search bar, the articles that you featured appear in a drop down list beneath the search field. Users can pause their search to select and view one of these articles, or they can continue to type. When they start typing, the drop-down automatically disappears and when they type the third character of their search query, instant search results appear in a new drop-down.

Why is Zendesk making this change?

Do you have an important announcement you want your help center visitors to read about? Is there a critical troubleshooting article you don’t want your visitors to miss? Did you just release a feature and want to promote a getting started guide to your users?

We’re giving you a new tool to promote the articles that you want to share. Featured articles in Guide allows you to suggest a list of articles to users who are searching in the help center, before they begin their search. 

What do I need to do?

You don’t need to do anything. The feature is available to all Guide plans, and this change will automatically appear in your account by the end of the rollout the latest. If you’d like to learn more, see Listing featured articles.