Search Features & Data Sources
This article explains how search works inside the Smart Support Widget, how to configure search sources, and what users see when searching.
1. Enabling Search
Turn on Enable Search in the Widget settings.
When enabled, the widget shows:
- A search bar
- Live search results as the user types
- Results from selected data sources
Minimum characters: 2
2. Search Data Sources
A. Knowledge Base Search
Requirement: Instant Knowledgebase plugin
What users see:
- Article Title
- Short Excerpt
- Category
- Link to full article
When to Enable:
Essential for self-service support or documentation-heavy products.
B. Canned Replies Search
Requirement: Smart Support Canned Replies Add-on
Visibility: Only Public replies appear
Useful for:
- Quick instructions
- Troubleshooting steps
- Common answers
Result Details:
- Reply Title
- Short Preview
- Expandable full content
C. User Ticket Search
Available only for logged-in users.
Displays:
- Ticket Number
- Ticket Title
- Status (open, closed, pending)
- Link to ticket page
Purpose:
Allows users to instantly locate tickets from the widget panel.
3. Maximum Search Results
Controls how many results appear.
| Number | Good For |
|---|---|
| 3–5 | Clean UI, fastest performance |
| 5–7 | Balanced |
| 8+ | More results but longer scrolling |
Recommendation: 5–7
4. How Search Works for Users
For Guests:
- Results from Knowledge Base
- Results from Public Canned Replies
- No ticket results
For Logged-In Users:
- All of the above plus their own tickets
- Quick access to tickets increases user satisfaction