Overview

Customers can search your Customer Portal from one search box. Search finds Requests, Updates, Help Center articles, and API reference endpoints, and Ask AI answers questions with links to the content it used.

Search and Ask AI need no setup and show only content the customer can see.

Open search

Customers can open search on any page of the portal or a Help Center:

• Click the search icon in the header

• Press ⌘K on Mac or Ctrl+K on Windows

• Press / when the cursor is not in a text field

Before the customer types, search shows their recent searches in that browser, trending Requests, the latest Updates, and suggested articles.

Understand search results

Results come in groups:

• Requests: Requests on the categories the customer can see

• Updates: Published Updates

• Articles: Help Center articles

• API reference: Endpoints from your published API reference, when you have one. See API documentation overview

A group appears only when its product is live on your portal. Search does not include tickets or conversations.

The group for the current page comes first: Requests on the Requests and Roadmaps pages, Updates on the Updates page, Articles in a Help Center, and API reference on an API reference page.

Turn a search into a request

When the search text has 20 characters or more, the last row is 'Send this as a request'. It opens a new Request with the text as the draft. Nothing is sent until the customer submits it.

When nothing matches, the same row reads 'Submit a request'. Both rows appear only when the customer can submit Requests.

Ask AI

The first row of the search window is 'Ask AI'. Customers type a question and select that row, or press Option+Enter on Mac or Alt+Enter on Windows. Signed-out visitors can ask too, and asking does not create a conversation or a contact.

The answer appears in the same window, with inline links, a list of its sources, and the note "AI answers can be wrong. Check the sources."

What Ask AI answers from

Ask AI follows the same access rules as the rest of your portal and answers from these sources:

• Requests: Requests that a teammate created or that have left the default status

• Updates: Published Updates the customer can see

• Articles: Live Help Center articles the customer can read

• API reference: Endpoints from your published API reference

When Requests and Updates are not live on your portal, Ask AI answers from your Help Center articles.

To improve answers, keep your help articles current and update the status of Requests you have reviewed.

How Ask AI writes answers

Ask AI is designed to:

• Use only the sources, without adding facts, prices, plans, or promises

• Describe a Request as requested, with its status and vote count, and present it as available only when its status shows it is done or another source says it shipped

• Answer in the language of the question

• Say that it could not find any information when the sources do not answer the question

FAQs