Knowledge Capture: Ability to exclude articles from search results
The Knowledge Capture app in Zendesk Support currently pulls in all published articles from a brand.
We would like the ability to exclude certain articles from the search results of the Knowledge Capture app. This could be done through the use of labels on the article level in Guide.
The reason this is important is that we utilize parts of our help center for non-knowledge/support related content (this content is in the same brand as our knowledge content in an effort to increase adoption and usage across our help center). Because of this, the non-support content shows up in the Knowledge App and, thus, affects a team's ability to find the relevant knowledge articles to resolve issues. For this reason, this non-support content should be able to be excluded so it does not show up in the Knowledge Capture app.
Agreed! Would love to see this functionality. Our use case is that we've documented our manual processes and host them in our help center, but they aren't particularly helpful for offering product support and our agents are misusing them. We're coaching against it but with our growth this will continue to pose a problem for us.
Having the ability to exclude articles or all articles in a section from appearing in a search will be really helpful.
This is the last piece of a technical puzzle I'm trying to solve. I would love to be able to do this.
Would be a very useful feature, I have a lot of material that I would like to be accessible only by link. Today I have to put it in a separate brand which makes it harder to maintain, and much harder for the user to navigate.
Anyone find a solution for this yet?
I too am interested in having this functionality built in to the interface. I think we might be able to go to Customise area (click eye icon on left), then edit current theme, and then edit code with a bunch of if-isnt-statements that say, if article isn't x, display in results? But this would be very time-consuming for large quantities of articles, messy and prone to errors. (I'm not 100% if this idea works, but hope this helps someone!)
I would personally love an option in the interface to exclude articles that have been assigned certain user segments and/or entire categories/sections.
This is a feature that would be very useful for the company I'm with also.
Really would love to have this feature too!!
We've tried many suggested workarounds, custom code ideas, and even had one of our devs look into it, but nothing has worked. The last workaround we attempted was to add a "hide-search" label to specific guides and then add custom code to omit those labeled guides from search results and search autocomplete.
Ideally, if Zendesk could implement this as a feature, I see this as a checkbox in the Guide editor sidebar to "hide from search."
I've been searching for a solution for a long time, dug through posts dating back a few years, but earlier this year all of the old posts asking for this feature disappeared from the Community site. Happy to see this resurface and hope that a feature can be added or a working solution will be suggested.
George Denison I love this idea as a workaround! But how are you identifying the articles with the "hide-search" in the labels? I'm looking through their docs and search result object doesn't have a label property. Objects | Zendesk Developer Docs
+1 for this!
The only way that I'm aware of that can allow excluding certain articles from a help center search is by using the label_names parameter: https://developer.zendesk.com/api-reference/help_center/help-center-api/search/#filtering-by-labels
But since you can only include results that have a label it's not terribly practical. There are a couple of things that make this workaround less than ideal:
- In order to exclude a result it would require that all articles you intend to include must have some constant label on them. That's annoying.
- I'm not sure if there is a way to make the native help center search or knowledge capture app append the parameter to the normal help center search
This workaround, while somewhat annoying to implement, I think would work for external apps such as a chatbot when the request to the search endpoint could be customized to include the label_name parameter to filter the results returned to the chatbot or other external application.
We tried a few different solutions. Not that many options other than deleting the miscellaneous and release note articles. Zendesk search hasn't been that great. You get better article suggestions within your own help center if you search on google than you would from Zendesk's built-in search 🤨.
Having the ability to choose which sections/categories should be excluded from the search can help us dramatically reduce the number of irrelevant articles. Especially considering the search in itself isn't that smart (the word can literally be in the title of the article and still show up on page 2).
Knowledge in the Agent Workspace provides more flexibility to configure the search comparing to KC app. You can define default filters for the Knowledge search (e.g. sections, categories, and etc.). Please check Announcing Knowledge filters settings.
I would also love to see this feature.
Tetiana Gron - I don't believe that helps. We need the ability to block articles from a section from being searched altogether. Example, a release note section can pan out to 4 years worth of historic release notes. Adding labels to 100+ articles isn't feasible. Would just prefer to exclude articles from a section or category from appearing in the search.
We don't need to hide the articles from our clients, just block them from appearing in search.
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