I find the experience a little confusing as when you search the main categories don't appear in results and we're experiencing issues where are users are selecting the wrong sections. I understand that we likely have some refinements to make in our taxonomy to improve this, but in the meantime, I'd like to understand if: We have the flexibility in changing the search experience to include top level categories. Do we? It is possible for us to revise the instructions on the “Section” search and selection view to advise users to select the appropriate product category for sections or, optionally, search sections (excludes categories). Is it possible?

Hi Heather, Thank you for sharing your feedback and questions about the article creation experience regarding Placement and Sections. Currently, the search functionality in the Placement > Sections selection is designed to prioritize sections, which can sometimes exclude top-level categories from the results. Unfortunately, there is limited flexibility to customize this search behavior directly within the native Zendesk interface. However, improving taxonomy and naming conventions can help reduce confusion and improve accuracy in selections. Regarding revising instructions or adding guidance within the “Section” search and selection view, there isn’t a built-in option to customize these prompts in the standard interface today. One possible workaround is to provide users with training or documentation outside of the UI to guide them on selecting the appropriate categories and sections. If these are critical needs, you might consider submitting a feature request to Zendesk, as evolving the taxonomy and search experience in article creation is a valuable improvement for many users. Thanks again for raising this, and please let us know if you have any other questions!

Heather12

Newcomer

Question

Can we change the article creation experience for selecting Placement > Sections?

Forum|Forum|1 year ago
July 30, 2025
1 reply
52 views

I find the experience a little confusing as when you search the main categories don't appear in results and we're experiencing issues where are users are selecting the wrong sections. I understand that we likely have some refinements to make in our taxonomy to improve this, but in the meantime, I'd like to understand if:

We have the flexibility in changing the search experience to include top level categories. Do we?
It is possible for us to revise the instructions on the “Section” search and selection view to advise users to select the appropriate product category for sections or, optionally, search sections (excludes categories). Is it possible?

Elaine14

Employee

Hi Heather,

Thank you for sharing your feedback and questions about the article creation experience regarding Placement and Sections.

Currently, the search functionality in the Placement > Sections selection is designed to prioritize sections, which can sometimes exclude top-level categories from the results. Unfortunately, there is limited flexibility to customize this search behavior directly within the native Zendesk interface. However, improving taxonomy and naming conventions can help reduce confusion and improve accuracy in selections.
Regarding revising instructions or adding guidance within the “Section” search and selection view, there isn’t a built-in option to customize these prompts in the standard interface today. One possible workaround is to provide users with training or documentation outside of the UI to guide them on selecting the appropriate categories and sections.

If these are critical needs, you might consider submitting a feature request to Zendesk, as evolving the taxonomy and search experience in article creation is a valuable improvement for many users.

Thanks again for raising this, and please let us know if you have any other questions!

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