Searching for Articles, Links and Media

You can search for text in Articles, Links and Media.

Using Search

1. Enter your search text in the Search box. This can be a word or a phrase.
   

   

2. Press the Enter key to start the Search.

The page redisplays showing the search results with the search text you entered shown with a yellow highlight. The following is an example of the search results in Articles. 

Search Settings - Match Exact Phrase, Match Case and Search in HTML

Click the Search Settings button, next to the Search box, for additional options on how you can search.

• Checkmark Match Case to ensure that the Search only locates text in the same case as the search text.
• Checkmark Match Exact Phrase to ensure that the Search only locates the exact words or the exact phrases that match your search text.
• Checkmark Search in HTML to locate the search text in the HTML code itself.
  
  You can use this, for example, to check where a certain heading is used (such as <h1> or <h2>), or a style property (such as a font color), or where a certain CSS class is being used. You can also use it to find certain text in a URL or link.
  
  If changes are needed to the HTML, you can use the Find and Replace and use this to change the HTML (refer to Using Find and Replace).

Searching in Articles

In the  Articles page, the search is made on the Article Title, and also in the content of the articles.

• You need to enter a word in full in the search.
• The search is a smart search, so similar words are also found.
  For example, if you search for "order" this will also find any occurrences of "orders", "ordering". There are therefore no wildcards (such as *) relevant for the search.
  If you want to search for an exact match, in the Search Settings, checkmark Match Exact Phrase.  
• Common words, such as the, and, or are excluded from the search.

The results of the search display with a yellow highlight.

Where the search text is found in the Title, this shows with the yellow highlight on the Articles page.

Where the search text is found in the content of the article, the Articles page also includes one line of the text from the content. This shows the first occurrence of the search text in the content and this also has the yellow highlight.

When you click an article from the search results to display the Article View pane, the full content displays and each instance of the search results in the article content is shown with the yellow highlight. The search also finds the search text if it is part of a word. In the following example the search text of "order" is also highlighted in the word "borders". 

Searching in Links

In the Links page, the search is made on the Link Title, and also on the Link Text and on the URL. 

The results of the search display with a yellow highlight.

Searching in Media

In the Media page, Help Center Manager searches for the filename of the image or video inserted into the article. The filename is held as HTML code within the article.

• If you insert images into articles with the Zendesk "Insert Image" function and then select a saved file, the name of the file is added to the HTML code (in the alt code).
• The underscore character (_) is automatically added in place of any spaces so you may need to enter the underscore as part of your search in the Media page.
• Depending on how you have named the files that are inserted in the articles, the search may find additional results. For example, if you are searching for a filename that starts 63, this may also find other results such as 163, 263. 
• If you paste images directly into Zendesk articles, without first saving them with a filename, they will have been pasted with a filename such mceclip0.png, mceclip01.png so it is likely there is more than one instance of the same filename.

If the Search does not Find what you Expect

If the Search does not find what you expect, check the following:

• Enter something more exact for the search text.
• Set the Search Settings, to "Match Case" or "Match Exact Phrase".
• If the search text is in the HTML code, set the Search Settings to "Search in HTML".
• If the changes have been made recently in Zendesk, run the Sync to update the changes to Help Center Manager. Refer to Running the Sync in Syncing the Zendesk Data to Help Center Manager.
• If the results you expect are still not found, run the Hard Sync. Refer to Running a Hard Sync in Syncing the Zendesk Data to Help Center Manager