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How help centre search works

What customers find when they search, and how to add pages from your other sites.

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Customers search from the help centre home and every page. Results show matching articles in their language, with the matching words highlighted.

Who sees what

  • In a help centre per brand, search looks in that brand only. Customers can choose Search all help centres.
  • Agents only articles never appear in customer search.
  • Archived articles are not searched.

Suggestions while writing a request

On Submit a request, ChaosDesk suggests articles as soon as the customer types a subject, so many questions are answered before a ticket exists.

Requires the beta Federated search tab under Admin Center, Channels, Help centre.

Let help centre search find pages that live elsewhere, such as developer docs or a status page:

  1. Choose Add record.
  2. Enter the Source (shown with each result, for example “Developer docs”), Title, URL and Text that search matches.
  3. Pick the Language and the Help centre, or every help centre.
  4. Save.

Matching records appear under the article results, as From other sources. Your other sites can also push records through the API.

Learn from searches

Reports, Knowledge shows top searches and Searches with no results: good candidates for new articles or labels. See Help centre reports.

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