Exclude articles from web widget search results?



  • Becca
    Zendesk team member

    Hi Dustin,

    At this time it is not possible with default web widget functionality to customize the search to exclude certain articles or sections. The best option would likely be to restrict the content you do not want returned in search to users with certain labels and/or in certain organizations. 

    It is possible to modify how search results are returned, however this does not prevent the specific articles or sections from being returned in a search. For example, using zE.setHelpCenterSuggestions({ labels: ['label1'] }) allows you to customize the search to filter for articles with certain labels and make these articles most likely to return in the search results as a Top Suggestion. There is more on this here.

  • Erica Wass
    Zendesk Product Manager

    Hi there: We have released new flexibility for the Web Widget that includes a search results filter. It's an include, not an exclude, but will allow you to limit results to particular sections, categories and/or labels. Find more info about that feature here.

  • Scott Clark

    The announcement in the above thread is not available.  Is there another version?, or has this flexibility been rescinded?

  • Jennifer Rowe
    Zendesk Documentation Team

    Hi Scott,

    Sorry about that. The announcement was archived because the features were released some time ago, not because they were rescinded.

    Here's a summary of the Web Widget updates in that announcement:

    • Position and offset the placement of the Web Widget.
    • Change the theme color on particular pages or sites. 
    • Determine which features to surface on specific pages or to specific customers.
    • Customize text with locale-based translations.         
    • Include a Subject line in your default contact form.
    • Hide the “View Original Article” button on knowledge base articles.
    • Change the transparency or Z-index of the Web Widget.
    • Automatically filter knowledge base searches to specified categories, sections or labels. 
    • Use a custom launcher to launch the Widget from within your site.

    You should be able to find info about these in our documentation, Advanced Customization of your Web Widget. But please let us know if you have any other questions!



Please sign in to leave a comment.

Powered by Zendesk