Guide Search: Labels on sections?

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  • Nicole - Community Manager
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    Hi Holly, 

    Thanks for the suggestion. The team has several things in the works to improve the search functionality, and we'll have more to say on that in the next 12 months. 

    In the meantime, can you tell us more about the challenges you have with search? 

    -1
  • Holly Beaty
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    Hi @Nicole

    That is great to hear. 

    I've been trying to accommodate the search functionality using labels, which brought up my above request/idea. I share the below with my partner teams to help them understand how Zendesk search (including its connection to labels) differs from the Google search functionality we're used to:

    • Does not use partial word search. (e.g. a search for garn will not bring up articles with the word garnishment in them).


    • Searched phrases won't produce search results unless the exact phrase is a label or quotes are used. (phrase: more than one word). (i.e. A user searches for the exact phrase they remember from an article but doesn't use quotes. This will not result in the desired article populating in the search results unless that exact phrase from the article body also happens to be saved as a label).


    • Searching one word out of a label that is a phrase will bring the article up in the search results!  (e.g. missing time is a label. A user searches time. This will produce the article with the label missing time in the search results).


    • If a label is a phrase and a user searches a phrase that includes the label phrase, the label will not work-the article with that label/label phrase will not appear in the search results. (e.g. missing time is a label. A user searches what do I do if I am missing time? This will not produce the article with the label missing time in the search results).

    similar to the above label phrase bullet point, but for single word labels: If a label is one word and a user searches a phrase that includes that word/label, the label will not work-the article with that label will not appear in the search results.  (e.g. desk is a label. A user searches sit stand desk. This will not produce the article with the label desk in the search results).

    Side note: I have submitted some search issues outside of the above to , when they were caught.

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