Help Center Search and Article Feedback

Help Center Search

Your public help center includes powerful search features to help customers find answers quickly.

Search Functionality

Customers can search your knowledge base from the help center home page. Search uses a hybrid approach:

1. Semantic search: Finds articles based on meaning, not just keywords
2. Keyword search: Falls back to traditional text matching
3. AI answers: Optionally generates an AI-powered answer with source links

Search Suggestions

As customers type in the search bar, they see real-time typeahead suggestions based on article titles. This helps them find articles faster without typing full queries.

Category Browsing

Customers can browse articles by category. Categories are displayed on the help center home page with:

• Category name and description
• Article count
• Hierarchical structure (parent and child categories)

Article Feedback

At the bottom of every article, customers can provide feedback:

• Helpful: The article answered their question
• Not Helpful: The article didn't solve their problem

This feedback is tracked per article and visible in the article's detail view in the dashboard. Use feedback data to identify articles that need improvement.

View Counts

Article views are tracked automatically. View counts help you identify your most popular content and ensure it stays accurate and up-to-date.

Feedback Analytics

The helpful count and not-helpful count for each article are visible in the articles list. Articles with a high "not helpful" rate should be reviewed and improved.