Search Your Knowledge Base
A great knowledge base is only useful if people can find what they need. TixTalk includes built-in search so both your customers and your team can jump straight to the right article instead of scrolling through categories.
How customers search
Search looks across your published articles and returns the most relevant matches, ranked so the most-read content rises to the top.
A visitor types a word or phrase into the search box in your help center.
TixTalk matches their query against each article's title, content, and excerpt.
Only published articles appear in results — drafts and hidden content are never exposed to customers.
Matching articles are ordered by popularity, so the articles other customers found most useful show first.
Tips for better search results
The way you write and structure content directly affects what customers can find.
Use clear, specific titles that match the words customers actually use.
Fill in the excerpt field — it's searchable and gives readers a quick preview of each result.
Break big topics into focused articles so a single search lands on the exact answer.
Revisit popular searches over time and add articles for anything customers look for but can't find.
Search from the agent workspace
Your team has search tools too, so agents can resolve conversations faster.
While helping a customer, agents can look up published articles by keyword to share the right link in seconds.
Because results are ranked by view count, the answers agents reach for most are always close at hand.
Keep articles current — accurate, up-to-date content means agents can trust what search surfaces and send it with confidence.
Well-organized categories plus strong article titles and excerpts make search feel effortless, deflecting repetitive questions and freeing your team for the conversations that need a human touch.
