Auto complete feature in the Help Center's search.

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27 Comments

  • Christian Colding
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    Hey Faridoon,

    This is certainly something we want to add. Before we can add it we need to change our underlying search algorithms, so we are currently hoping to release this either in Q4 2014 or Q1 2015.

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  • Faridoon
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    That's awesome. Looking forward to it.

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  • Scott Gilbert
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    Agreed - this would be a nice addition

     

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  • AkashBansal
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    When are you planning to add this? Not having autocomplete on helpdesk makes it kind of useless.

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  • AkashBansal
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    Wes, thanks. Would this work for customers that aren't logged in and with a host-mapped zendesk?

     

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  • Wes Drury
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    @Akashb - Yes this will work for customers that aren't logged in and yes a host mapped zendesk.  The only sure way is to go and try it out.

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  • AkashBansal
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    Wes, thanks a bunch. I implemented it and it works. There are some issues - article content is not indexed and I am not able to use your autocomplete code - because of SSL certificate issues. 

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  • Liang Dai
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    Hi All,

    Apologize for the delay of working on this feature, and we are planning to work on this feature soon.

    Different people have different definitions about the "autocomplete" feature when end users type keywords in the search box.

    • Query Autocomplete: Autocomplete list based on historical popular query terms.
      For example, "search" -> "search tickets", "search articles", which is similar to google search.
    • Title Autocomplete: Autocomplete list based on existing article titles. 
      For example, "search" ->  article "How to search tickets", article "Help Center Article Search".
      It only matches article titles NOT the content.
    • Article Content Autocomplete: Autocomplete list based on article content.
      For example, "search" -> article "Administrator Guide: Tickets", article "Help Center Article Search". 
      It is based on the overall content match not just titles.
    • Section/Category/Topic Autocomplete: Autocomplete list based on Section/Category/Topic names.

    There may be even more autocomplete options not listed above. Would you mind sharing what is the top autocomplete feature you are looking for?

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  • Sam Dresser
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    Liang,

    Initially, I was envisioning a "Title Autocomplete" search. However, due to terminology differing from person to person, I feel that an Article Content Autocomplete would be the most desirable for us.

    Thanks!

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  • Tony Roma
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    Hi Liang,

    Thanks for working on this. The main purpose of our site is to deflect tickets and posts that are already addressed with "official" article content, so Article Content Autocomplete would be the way to go for us.

    I'm tempted to add "labels" because the search functionality/sorting isn't so hot and we're using labels to help address that; however, too many results can be just as confusing as incorrect results.

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  • Liang Dai
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    Hi All,

    Thanks for waiting on this feature. We have our first feature/version of HC autocomplete ready for Beta sign up, which we call instant search. It is currently available through the main search box in Zendesk Help Center. 

    We are inviting you to join the Beta of this feature for your Help Center, so that you can start enabling this feature early for your customers as well as provide your own feedback for this feature.

    Here is the sign up form (Link)

    Please note that it is just the first version of this big feature, and we will continue iterating on this with more sub features. 

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  • Debbie Guskin
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    Hi Liang,

    We signed up for the beta and had a question - right now the feature only looks for text in the article title, but we use description and label text to make our articles easier for customers to find. Are there plans to include labels and descriptions in the instant search results?

    Thanks!

    Debbie

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  • Liang Dai
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    Correct, title based suggestion is just the first option for the autocomplete feature. We will continue delivering more options later on including suggestion based on title + label+description.

    Also, we are currently working on a couple of features to improve HC search experience, and you will see more feature launch announcements soon. Stay tuned.

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  • Wesley
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    @Liang Dai  any updates on the autocomplete features?  Are you planning to make the autocomplete results directly linkable to the articles? 

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  • Liang Dai
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    @Wesley, it is currently in beta, and you can use the sign up form to make this feature available in your account. Yes, the results are directly linkable to the articles.

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  • Wesley
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     We cannot access google docs through our proxy.  Do you have another way we can get on the beta list? 

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  • Joel Hellman
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    Wesley, as it's just a form you fill out once, you could copy the signup Link and visit it from another computer that is not behind a proxy.

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  • Ben Rellick
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    @Liang Dai are you accepting any more accounts to the Instant Search beta? It looks like the Google Form is no longer accepting submissions. I would love to sign up if possible – I implemented the jQuery UI autocomplete, but this instant search is much closer to what we're looking for!

    Thanks!

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  • Liang Dai
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    @Ben, we are wrapping up the beta test for now, and it will be available for everyone soon. I will give another update here too. Stay tuned!

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  • Liang Dai
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    Hi All,

    The first feature, Instant Search, for Autocomplete is officially launched today. To add it to your theme, see:

    https://support.zendesk.com/hc/en-us/articles/216367358#topic_xqw_dd1_cw

    We will bring more features for Autocomplete later on. Feel free to leave any feedback here, and thanks for your support!

     

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  • Sandro Alvares
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    oops

    You're not authorized to access this page ???

    What is a motive?

    I need autocomplete a function search with section and category

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  • Greg Pope
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    Is Instant Search available? I get the same Oops page above and can't find much documentation on it. It's turned on for one of our subdomains but I can't figure out how to enable it on the other.

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  • Wes Drury
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    I've notified the Zendesk staff for the bad link and it should be fixed shortly.

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  • Jennifer Rowe
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    Hi Sandro and Greg,

    The announcement has been archived, so I removed the link to it.

    To add instant search, see Add instant search results to your Help Center.

    And to understand the difference between instant search and regular HC search, see Instant search vs regular Help Center search

    Hope that helps!

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  • Sandro Alvares
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    Thanks @JenniferRowe

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  • Angie
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    Hi,

    I have some questions for you. 

    1) The search box works too slow. (I and my colleagues have the same issue, which means it's not the network problem.) When I put some words, it suggests articles 1~2 sec later. Could you please fix this?

    2) Does this Instant search work in the section page's search box too? (because I didn't see any suggested articles when I use that box)

    3) is that possible to know when Zendesk can give us the Article Content Autocomplete feature?

    Thanks!

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  • Wes Drury
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    @Angie - For you question number 2 yes it works across any pages where you have the Search bar.  If it is not working on the Section page you can just add "instant=true" inside of the search placeholder.  The final code would look like this:

    {{search instant=true}}
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