How to leave feedback for Search across multiple Help Centers

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14 Comments

  • Gary
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    Hi! 
     
    We have a public knowledge base and an internal knowledge base. We would like to create 2 columns in our search results page for the internal knowledge base, one for results from the public knowledge base and one with the results from the internal knowledge base. We were able to, but we end up with a different number of results in each column because of how the {{results}} helper is created. 
     
    Is there a helper that contains all results, rather than 10 at a time?
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  • Adrian Bordinc
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    Hi Gary,

    Happy to hear that you started implementing this.

    Unfortunately we don't currently provide a helper to retrieve all the search results at once, since this would be a very expensive operation both server side and client side (think about iterating through potentially a few thousands results for every request) and since results are coming from multiple Help Centers, we cannot guarantee that every X results are split evenly between Help Centers, since the sorting is based on the result relevance.

     

    /Adrian

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  • Gary
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    Gotcha, thanks Adrian!

    For our use case, that relevance sorting can be detrimental at times. That's because our public help center gets many many more views/clicks/votes than our internal agent knowledge base. We want to give both, but not bury the internal knowledge base, or require a click to filter down. We want agents to have as much information as possible, with the least effort/time commitment to get it. 

    Is there any plan to create a helper that is something like {{results_with_scope scope=123456}} that would contain 10 results with the defined scope? Then the client using this product can retrieve a short list (to make it less technically expensive) and have the freedom to really customize that search experience? 

    On a slightly unrelated topic, is there a way to default search results to a certain help center filter? 

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  • Bogdan Andrei Sturzoiu
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    Hi Gary!

    unrelated topic first: yes if you can redirect to a URL like /hc/en-us/search?category={id}&filter_by=knowledge_base&help_center={id}

    About specifying the number of results per iteration - similar to page size - might be something to consider. But a more valuable feature - which we would like to add medium term - is to have some sort of "promoted" results that would override the natural relevance scoring (a.k.a. curated search)

     

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  • Артем Глузд
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    Hi,

    I tried to implement this feature in our theme, but we have only 2 types of filters: {{filters}} and {{subfilters}}.

    The main filter {help_center_filter}} doesn't display.

    Have anybody ideas why so?

    We want to implement Search across multiple Help Centers, but without this filters it's impossible.

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  • Adrian Bordinc
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    Hi Артем,

    Have you signed up for our EAP? It's a requirement in order for these features to work:
    https://support.zendesk.com/hc/en-us/community/posts/360031839814-Sign-up-for-the-Search-across-multiple-Help-Centers-EAP

    You can then keep following the instructions in this article:
    https://support.zendesk.com/hc/en-us/community/posts/360031841114-How-to-implement-Search-across-multiple-Help-Centers-in-your-theme

    If this doesn't help, please get back to us again.

     

    /Adrian

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  • Артем Глузд
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    Hi Adrian,

    1. Yes, we was added to EAP.

    2. I did everything according to the guide

    But unfortunately filter {{help_center_filter}} doesn't work.

     

    I hope fo your help.

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  • Bogdan Andrei Sturzoiu
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    Hi there!

    everything seems to have been set up, could you enable account assumption so I can have a look at your theme?

    (https://support.zendesk.com/hc/en-us/articles/115001753608-Granting-Zendesk-temporary-access-to-your-account)

     

    Thanks!

    Bogdan

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  • Артем Глузд
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    Hi Bogdan,

     

    Yes, of course. I provided access for 1 week

     

    Also i have another question about this topic: is it possible to choose brand directly from main page? 

    Like here:

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  • Bogdan Andrei Sturzoiu
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    Hi,

    we are fixing this soon, right now you can only see the filters if they are used in the published theme (and not in preview mode).

    Choosing the brand from the first page should be possible with customisation - not out of the box though.

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  • Артем Глузд
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    Hi,

     

    1. I tried to publish in our internal KB, but i still see only 2 filters: {{filters}} and {{subfilters}}

    I want to clarify what we want to being sure that we understand each other correctly. We want to be able to search in different brand. Like is described here: https://support.zendesk.com/hc/en-us/articles/216348588-Letting-users-search-other-Help-Centers

    As i understood this function can be performed by this filter: {{help_center_filter}}. Am i right?

    2. Ok, thanks. We'll try to do it in the fist page.

     

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  • Bogdan Andrei Sturzoiu
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    Hi,

    good that you pointed me to that link - this feature has no connection to what they're describing there. 

    The {{help_center_filter}} collection will be populated, but only for the active theme - this is the bug we are fixing. Your active theme doesn't have the helpers implemented, only the theme you're working on has.

    I'll follow up on email for more help.

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  • Артем Глузд
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    Hi Bogdan,

     

    When i can expect your message? 

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  • Bogdan Andrei Sturzoiu
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    Hey, just sent you a PM.

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