Help Center End User Search - Frequently asked questions
Frequently asked questions
What content is included in Zendesk Help Center search results?
Zendesk Help Center search results include a variety of content types. The search covers all knowledge base articles, community posts, and, if configured, external content such as blogs or websites. The search engine attempts to find a relevant…
How does the relevance score work in Zendesk search results?
Relevance scores in Zendesk search results are determined by a weighted average per field score. Matches in titles score higher than those in other fields, and labels also have a significant impact. Factors like exact matches, term frequency, and…
What boosts are applied to Zendesk search results?
Zendesk search results are boosted by factors such as article and community post votes, and the use of labels. Articles with higher positive vote percentages appear higher in search results. Labels can be used strategically to influence relevance…
How can I improve the search experience for Zendesk end users?
Improving the search experience for Zendesk end users involves customizing search result highlights and using search analytics. By analyzing search data, you can refine your knowledge base content and search results. Additionally, providing search…
What is fuzzy search in Zendesk and how does it work?
Fuzzy search in Zendesk allows for relevant search results even when there isn't an exact match to the search terms. It uses edit distance to identify terms close to the query, accommodating spelling mistakes. For example, 'user segmemt' will…
How does Zendesk handle language-specific search optimizations?
Zendesk applies language-specific optimizations like stemming and stop words to improve search accuracy. Stemming ensures that variations of a word, like 'films' and 'film', are recognized. Stop words, common words in a language, are excluded to…
What are some tips for using advanced search in Zendesk?
Advanced search in Zendesk can be enhanced using operands like double quotes for exact matches and the minus operator to exclude terms. Combining these operands allows for precise search results. For example, 'reporting bugs' -support finds content…
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“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
Zeffy
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
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