헬프 센터 검색 방법 이해하기

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Jennifer Rowe

Zendesk Documentation Team

2025년 5월 01일에 편집됨

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      maria luisa coello notario

      Hola, quiero darme de baja y no lo consigo

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      Hiedi Kysther

      Hi Cheryl Lane

      I do agree that it would be a nice feature to have, and I'm happy to pass your feedback to our Voice of the Customer team for further discussion. Please feel free to let me know if I can help with anything else!

      Have a great day! 

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      Cheryl Lane

      Hi Hiedi Kysther

      Thanks for confirming that, hadn't seen that specific part of the documentation.

      Yeah, we assessed options like that, but instead turned off instant search and hid the subject based suggested articles box on the forms. But, thought I'd reach out and see if maybe we'd missed a setting that would let us do it natively.

      It would be a helpful feature for us, but I suspect we're a niche case.

      Thanks,

      Cheryl

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      Hiedi Kysther

      Hi Cheryl Lane

      Thanks for the clarification! Natively, instant Search article suggestions ignore scoped parameters. For reference: searchHelper documentation. 

      While theoretically, it is still possible to implement using our Help Center API, it's likely that performance issues make this a bad option. It would be necessary to make an API call for every single character (or every x characters) entered in the search input. I did a quick research on my end and most of our internal teams recommended against this.

      Also, note that any custom solution like this would fall outside the scope of our support.
       

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      Cheryl Lane

      Hi Hiedi Kysther

      Thanks for your reply. We design and manage our own themes and have added this in the same way as Copenhagen does: 

            {{search
              submit=false
              scoped=settings.scoped_kb_search
              instant=settings.instant_search
              class="search search-full"
            }}

      where the settings are boolean settings.

      This correctly scopes the search (when you enter some text and hit enter and a new page opens, this is restricted to the category as expected), but not the instant search ( https://support.zendesk.com/hc/en-us/articles/4408832681626#topic_xqw_dd1_cw - where you start typing and a drop down appears before you hit enter).

      Instant search is what I'm trying to see if it's possible to scope, which doesn't seem possible or at least isn't mentioned in the documentation and isn't done in the Copenhagen theme.

      Thanks,

      Cheryl

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      Hiedi Kysther

      Hi Cheryl Lane

      Yes, it's possible to scoped the user search based on the current category they are in. For reference: Hiding and showing elements in your Copenhagen standard theme. Make sure that you only have "Scoped search in Knowledge Base" enabled so the search results will remain on the Category the end-user is in. 

      Please note that this function should only work if you are using the Copenhagen theme. If you are using a 3rd party theme, this feature will not be available. 

      I hope this helps! 

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      Cheryl Lane

      Hi,

      I'm wondering, is it possible to scope the instant search results? Even with my search bar having the scoped attribute, the instant search drop down contains results from all categories, but if I submit the search, the native search page only contains the articles from the current category.

      I would also like to scope the search done by the subject in forms, ideally by form (eg. if i have 2 products and these have their own category, if someone is on a form for product 1 support, i only want product 1 articles to appear as suggestions)

      Thanks!

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      Arianne Batiles

      Hi Jana Debusk,

      If you have assigned a category per product, you can limit searches within a category via scoped search attribute in themes https://developer.zendesk.com/documentation/help_center/help-center-templates/helpers/#search-helper 

      This scopes the search to the category or even community topic the user is currently in. You should add the scoped=true attribute on the cateogry_page.hbs, section_page.habs, article_page.hbs and search_results.hbs  templates of your theme.

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      Jana Debusk

      Hi! Thank you for this article! I have a specific question that I can't seem to find a solution for in the help center. We're looking to combine help centers for two different products. Some of our customers have one or the other - some have both. I'm wondering how we can separate the search results once they click the desired product from the main "Help Center Homepage". One keyword may mean two entirely separate things from one product to another. Any tips or tricks or special code or great advice? Maybe an article that can point me in the right direction? Thank you!

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      Moshe Anisman

      hi all - 

      In regards "Using article suggestion search when an end-user submits a support request"

      is it possible to show the articles suggested list when filling a custom text field like it does with the Subject ?

      Thanks !

       

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