The Search functionality works differently depending on whether your end users are logged in or not on your Help Center. This KB article will provide you valuable information about the behavior of search functionality for both kinds of end users.
- If a user is logged in and performs a search, the list of results will first prioritize any tickets that contain words that match the search criteria and will then show the list of articles that match the criteria.
- If a user that is not logged in performs a search, the list of results will only show the list of articles that match the criteria and no tickets.
- In order to change the order of results for logged in users, a change in the source code must be done, which for customers running the On-Demand solution is not feasible since these changes will be reverted back in the next product update.
- There is currently no configuration option/setting to disable searching within tickets for logged in users.