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Poor results from the "Search the Portal"


QEHNick
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Does anyone else have issues regarding the Search the portal function?

Our experience is pretty poor, often a search comes up with no results despite using the exact title of an FAQ, or even a fragment of it.

FAQs can seriously do with having tags.

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  • 2 months later...

I'm boosting this again as it is very frustrating to our customers when we tell them to search the FAQs and the search is just garbage frankly.

Can we get some developer feedback here please?

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We too find the search results frustrating at times.

I've limited some of the options available in our search, to just, service, faults and requests and FAQ's. Obviously All as well as that is there by default. It does seem to work better for us since I've done this.

I do believe when we had our last review, searching enhancements are in the pipeline, but happy to upvote this on the forum to help progress this.

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It's better, but still not 100%.

For instance, I have several FAQ which mention "Outlook" in the title and subject.  When I use the search term "outlook" I do not see all the concerning FAQ.

 

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It turns out that the search result was not displaying all the possible matches. I had never noticed it before but there is a little indicator stating something like "5/14 results". I never realised it was there let alone you have to click it to show all the results. And if I didn't, chances are that none of my customers would either.

I have asked if it is possible to show all the results as default instead.

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