Guide Searchbar - Index content AND headings only when using "how can we help" before user clicks enter
Right now on the Zendesk Guide searchbar only titles and headers of KB articles are influencing what shows to end users for the articles suggested BEFORE the user clicks enter/submit. In some cases, ZERO articles are shown until the user hits enter/submit.
However, in many cases we have hundreds of articles that could have helped the customer but they had to press enter/submit to see them....
From a customer perspective they don’t know if there is a difference if they just put some string in there or are forced to hit enter in the end to get the full results back. There might be slipping cases through (case deflection) where an relevant article might be there preventing the customer to open up a case but they don’t hit enter (which I can understand as it's not natural to get different search results in a popup vs. hitting enter).
We are requesting the option to change the search / popup result from the searchbar. We'd like the search to include the content of articles and not just the title/headers. BIG bonus points to let us customize it!
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