Search

Allow your team and users to search for knowledge

Customers can search for answers to their questions directly in the knowledge base. Searches from visitors who aren't logged in cover articles marked Public. Searches from logged-in customers also cover Customer articles whose filters they match.

Your team, when logged into Pylon, can also find articles marked Internal and Direct link only articles through search.

Article titles, content, and tags are all searchable.

On the Performance page of your knowledge base, the Search tab lists every search query and how many results it returned. Filter to Zero results to see what documentation to write next. See Analytics.

Federated Search

If you've added external websites, such as your documentation site, as Training Data, knowledge base search is federated across them. Results from those sites appear alongside your articles.

A search query with results from the knowledge base, documentation site, and marketing page.

Searchable domains

Choose which external sites appear in search results on your knowledge base's Settings > Searchable domains page. Turn Include in search on or off for each site. This applies to every knowledge base in your workspace. Click Edit resources to add or remove sites.

Searching as a team member

Your team can search for knowledge base articles using Command Search or from the issue detail view directly by clicking on the knowledge base icon in the sidebar of an issue.

AI Search

When your customer asks a question in the knowledge base search, Pylon's AI attempts to answer it directly at the top of the results under Ask AI, citing its sources. Customers can mark the answer Helpful or Not helpful.

AI answers also appear when customers search the knowledge base from the chat widget, in the customer's language. Widget search results include both your articles and pages from your searchable domains.