Search Results Bug: Suggested Top Result While Typing Not Included in Results Page

4 Comments

  • Dave Dyson
    Zendesk Community Team

    Hi there –

    I think there may be a couple of things at work here. First, it is true that the "Top article suggestions" list can be different than what appears in the search results. This is because the two use different search methods. "Top article suggestions" only uses the article title, while the results you see after hitting the Search button (aka "native Help Center search") use the title, and also the body text and any labels on the articles. For more information, see Understanding help center search methods: instant search, native search, article suggestions, KC app

    I also notice that when I went to your Help Center and searched for "Local Orientation Template & Resources for New Churches", that article didn't appear for me at all. It may be that this article is set to be viewable only by logged-in users (or even agents/admins), so because I wasn't logged it, it wasn't viewable to me (I can see from the screenshot that you were logged in). If that's the case, then some of your users may also be trying to search for it without logging in first, and setting the article to be viewable by "Everyone" (you can do this by editing the article and going to article settings) might help. Can you verify if that's true?

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  • CarePortal Training

    Thanks for looking into this, Dave. Yes, we do have a fair volume of articles that require advanced permissions. The concerns and complaints we've received about this issue, however, have consistently been from some of our most advanced users who know to check whether they're signed in. Perhaps the local orientation article was a bad example. Here's a public article we have that might better explain my concerns:

    "Request Expiration"

    Shows as the top suggestion in the search suggestions before hitting "Search"

    Actual search results the first time give me nearly every article in our database but not the one with the title that directly matches my search terms. In fact, it puts articles in the search results simply based on the word "requests" appearing as normal text in the article's content (not as a heading).  

    If I click "Search" again, however (not even retyping the words in the search bar) the results change and the article I'm looking for suddenly appears at the top of the list like it should. This is part of why I feel like there must be some kind of bug. Why would it included the best-matching article on the second time I search for it but not the first? 

     

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  • Dave Dyson
    Zendesk Community Team

    Thanks for the additional information. I'm still not able to replicate the issue you're seeing, but that may very well be because I'm not logged in, so I may not be subject to the permissions you have in place. I tried opening up incognito windows in Chrome a few times, entered both "request expiration" (the text string you listed above) as well as "request escalation" (as shown in your screenshot right below that), and each time the "Request Escalation and Expiration Timelines" showed up at the top of the Suggested Articles dropdown list, as well as first in the list of articles on the search results page:

     

    That said, I don't doubt what you're experiencing, I just think it'd be best to take this up with our support team. I'll create a ticket for you so they can help you troubleshoot. Thanks for your patience and for the time you've spent providing these examples!

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  • CarePortal Training

    I really appreciate the time you're investing with me on this. I often think someone (either myself or our users) are going crazy. This feedback has just been too consistent. Our support bot inside our platform dashboard (login access only) has a similar search results issue so I'm hoping it's all related. Thank you for creating a ticket!

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