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Search results on first click vs second click



Posted Jul 18, 2024

Dear Zendesk-Team,

 

while optimizing all our help center content, I noticed: when I search for a subject line (like an exact subject line to an article that is published) and I hit enter the first time, the article does not appear on the first search result page. If I then just click into the search bar again, not changing anything there, leaving that exact subject line in it, and just hit enter again > the article shows on top of my search result page. 

 

I find this really odd, and especially with considering all the extra work we put into the help center content, also for our bot to better assist our customers, this seems like it shouldnt be like this to me. If I would be a regular user, I would never think to hit enter twice. If I would be a visitor putting in the search bar, and on the search result page do not see what I am looking for, I am going to either go elsewhere or contact customer service. Would never think to just repeat the search. 

 

Hope this makes sense. If you want to chat about this on a quick call let me know anytime. Would be really nice if the search would work on the first enter, like it does on the second right now :)

 

Kind regards,

Yvonne 

 


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1 comment

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Daria Bogusz

Zendesk Product Manager

Hi Yvonne, I cannot reproduce this error - I get the right results with 1. search. Could you please look if it's not the cache. 

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