Powering millions of searches on Zendesk Help Centers

mailgun
segment
pagerduty

Deliver the search your users need

Centralize all your content in a single search experience, then customize results to ensure users find what they need.

Federated search

Allow customers to search across your help center, forums, and FAQs in a single search experience.

Complete control

Customize search results and relevance to ensure users find the right answers for every search.

Actionable analytics

See what users are searching for and unable to find, then create content to cover these blind spots.

Case Deflection

Resolve tickets before they happen

Increase self-service support by suggesting relevant help articles and documentation as users file tickets.

  1. Suggest content as users submit a ticket
  2. Direct users to relevant articles
  3. Save time by avoiding trivial tickets

Submit a support request

Do any of these topics address your question?

Account
Details
To update your account details, select the settings icon from…
Account
Payments
Payment information may be updated by editing your profile…
Transfer
Account
To transfer your account to a another user, first invite them…
Create
Account
To create a new account, enter your email and password on…
Close
Account
If you need to close your account, you may delete it from within…

Result Ranking

Customize search results

Drag-and-drop search results for individual queries to feature the most important articles and documentation.

  1. Search your website to see results for a specific query
  2. Drag-and-drop to reorder search results
  3. Changes you make show up instantly on your site
My
payments
are failing
Failed payments may be happening because…
Changing
payment
information
Failed payments may be happening because…
What
payments
are accepted?
We accept credit/debit cards, PayPal, bitcoin…
Request invoices for
payments
To request an invoice for your monthly payment…
Can I make
payments
late?
Unfortunately, we cannot accept late payments…

Real-Time Analytics

Optimize support with actionable analytics

Identify and resolve recurring support issues by looking at what users are searching for most.

  1. See what users are searching for but not finding
  2. See what issues users are searching for most often
  3. Customize search results based on user search history
Analytics graph

Top searches with zero results

  • close my account
  • warranty
  • exchanges
  • change email

Most popular searches

  • payments
  • refunds
  • returns
  • order history
Analytics closeup
January 31234 Searches

Great search comes standard

Deliver advanced search with the features and tolerances that modern users expect

Analytics

Real-time, actionable insights about your users’ search habits and activity.

Result Ranking

Show more relevant content by rearranging order of search results.

Weights

Precisely adjust your search relevance model to promote the most important content based on your specific needs.

Autocomplete

Anticipate what users are searching for as they type to quickly guide them to the content they need.

Spellcheck

Don’t let spelling mistakes prevent users from finding the content they’re looking for.

Synonyms

Define synonyms to provide relevant search results, regardless of the user’s vernacular.

Facets & filtering

Display related or similar content and enable sorting and filtering of results.

Mobile-friendly

Swiftype search is optimized for mobile experience, where great search is key.