We are finding that Zendesk does a great job of returning relevant articles when our users are entering their question in the Zendesk widget. The correct article is usually in the top 5, so can we reduce clutter in the widget by limiting the number of articles returned?
I have found methods to filter by variables such as category or label, but what about simply limiting the number?
Thanks!
Thank you @Karl Dominic Guerra - it'll be interesting to see if anyone is willing to share any custom code they've written for this. Earlier I was thinking that the answer might be similar to the solutions I've seen in this post: https://support.zendesk.com/hc/en-us/articles/115007289768-How-can-I-remove-Suggested-Articles-from-the-ticket-submission-form-
Ex:
#webWidget li:nth-of-type(1n+6) {
display: none;
}
Maybe the answer is with script or with the API/settings instead. We'll see if others want to jump in.
Best regards,
Mark
Hey Mark,
If you need assistance implementing this example or any other custom code, You can ask your developers for help to proceed with these steps. On the other hand, it would be awesome if others can ride in on this with their custom code.
Cheers,
Karl Dominic Guerra | Customer Advocate Specialist
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Hi Mark,
Thank you for contacting the Zendesk Support Advocacy team, and apologies for the delayed response; we've been dealing with a high volume of tickets lately. I'm Karl and I'll be glad to assist you today.
Since the Article Suggestion Search is based on titles and labels and uses a relevance score to order suggested articles, you can limit the search by category, sections, and labels.
In this article that I've found Advanced customization of the Web Widget, you can see how to limit the search using API, specifically in this section from the article: Limiting search results.
I'm afraid that writing custom code is beyond what we can do as Customer Advocates. Please, if you need more help or if you have any further questions don't hesitate to contact me.
Regards,
Karl Dominic Guerra | Customer Advocate Specialist
NEW - Zendesk offers free, on-demand training for all of our products. Set up your account and start learning today at training.zendesk.com