What is the "Help Center Unified Search Results Page" EAP?

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22 Comments

  • Jonathan March
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    We don't use Community, but it looks like even for HC-only this might be a significant improvement. Is that the expectation?

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  • Larry Deckel
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    Is there any possibility of defining custom filters that group 'categories" — we have a dozen categories that are Product Documentation, and would love people to be able to search across all product documentation, without getting to the categories we use for announcements, release notes, webinar information, etc.

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  • Jennifer Rowe
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    Hey Jonathan and Larry,

    You can give it a try in our HC. For example, in this search for "macros"

    https://support.zendesk.com/hc/en-us/search?utf8=%E2%9C%93&query=macros

    Click Knowledge Base on the left, then you can select a category.

    So, yes, you could see the official docs in our Agent category or you could see announcements in Product Updates.

     

     

     

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  • Ryan McGrew
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    @Jonathan - I think it's a huge improvement for those customers who are using both Knowledge base and Community but we expect it to improve the experience for customer with only a Knowledge base as well.

     

    @Larry - Today we don't have that ability to group categories or provide a complex content hierarchy like you're describing. However, the side bar will display all of your categories for your users to filter on. Let me know if that answers your questions. As Jennifer said, we are using it today on this Help Center so that should help give you an idea of how it works.

     

    Thanks!

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  • Larry Deckel
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    @Ryan — got it.  And I think that still provides a much better interface for filtering than exists today.  This will be very useful to us and I've signed up for the beta.  

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  • Ryan McGrew
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    Hey All! The first 10 customers that signed up have been contacted and added to the beta. I'm excited to hear their feedback and see the progress. Based on how this initial roll out goes, I'll be contacting more of you over the next 2 weeks. If you have questions, please go ahead and post them to the forum.

     

    Thanks so much!

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  • Ryan McGrew
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    Hey All!

    I just reached out to the next round of 10 customers to invite them to the Beta. The initial roll out seems to be going well. Again, please let me know if you have any questions.

    Thanks!

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  • Joel Mayer
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    Ryan,

    Can you speak to how Unified Search interacts with the "With no clicks" metric?

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  • Ryan McGrew
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    Hey Joel,

    Great question. When we look at no clicks in this case, we look at actual click through to articles. With the new navigational structure, this can happen from a number of places and we don't record a difference between clicking on an article for the unified page or through subsequent filtering, etc. 

    Does that make sense? Thanks!

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  • Chris Billman
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    Is the beta still open for this?  Any idea when it will become an official feature?

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  • Joel Mayer
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    Ryan,

    So, if I understand correctly, if they click to filter the search results, it's still on the search page, so clicking on the article after filtering, a click to article is recorded.  But, if they navigate away from the search results after filtering, without clicking on an article, then no-click is recorded.  Yes?

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  • Ryan McGrew
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    Yes, that's right. Navigation within the search results is not recorded as a "click" event for these dashboards. Only clicking on a search result will be recorded.

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  • Sheldon Grimm
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    Working on a new theme in our Sandbox at the moment. Would love to test this out if that's an option?

    I've signed up for the beta with our sandbox domain, but understand if that isn't ideal for feedback purposes. 

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  • Ryan McGrew
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    Hi Sheldon,

    Apologies as I should communicate have communicated this more broadly. We are currently pausing this beta for the time being. Our goal is to continue to move forward with this UI change but we are revisiting some of the underlying search infrastructure for Guide before moving forward with it.

    I will update this Beta once I know more about timeline to re-open.

    Thanks!

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  • Chris Billman
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    This was included in an announcement sent out on April 13th 2018, does that mean it's back on again?

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  • Niclas Kårlin
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    Hello. Can you also include the user's (and org's) tickets in the search result? 

    I requested this before, but I can't find the page in your system right now.

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  • Brett - Community Manager
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    Hi Niclas,

    Thanks for sharing your feedback!

    I wasn't able to locate the post you mentioned previously. I would recommend cross posting your feedback in our Guide Product Feedback topic as that is the official topic our Product Managers view for feedback. This will also help provide visibility to other users in need of a similar functionality.

    Cheers!

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  • Dennis Beltran
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    We want to implement this in our custom theme. Is this possible or is this still on hold?

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  • Brett - Community Manager
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    Hi Dennis,

    This should still be in beta. Have you signed up at the following link? Help Center Unified Search

    More information in our I want to be part of the EAP post.

    Hope this helps!

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  • Dennis Beltran
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    Yup, just signed up. 

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  • Brett - Community Manager
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    Awesome. Thanks for confirming Dennis!

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