Search Function Not Working

Overview

You may observe or experience at times that the search function is not returning any results when trying to search for something in Kayako such as conversations (tickets), articles, users, or organizations. 

Diagnosis

The most probable cause of the issue is damage to the Elastic Search index in your instance. A request to your infrastructure team can be filed to rebuild the search index.

Sometimes, this issue can also be attributed to a browser issue. So clearing your browser cache may also be worth trying before submitting the request to the support team.  Your browser keeps a record of all the websites you visit and store it in its history file. Internet browser cache, on the other hand, acts as a roadmap for all the web sites you visit. It saves copies of these sites locally on your computer so that the web sites will load faster the next time you visit them.

Over time, these files can get damaged and may need to be cleared or deleted as they could cause browsing issues or problems using cloud software such as Kayako. Additionally, after some time, this can eat up the data storage space on your device.

If you encounter this issue and there is no reported outage or intermittent failure, consider clearing your browser cache and history files.

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Solution

Clear Your Browser Cache and History Files

Click the links below for instructions on how to clear your browser cache and cookies for popular browsers.

• Google Chrome
• Internet Explorer
• Firefox
• Safari

If clearing the browser cache and history files do not resolve your issue, please proceed with filing a ticket to the support team.

Submit a Support Ticket

1. Click the Submit a ticket button at the top or at the bottom of this page or click this submit a request link. If you already have an open ticket with us for this issue, then skip this step and use the existing ticket.

2. Provide the following details:

   • Instance name (e.g., domain.kayako.com)
   • A short description of the problem.
   • Screenshot of the error if there's any.
     • NOTE: A reproduction video is preferred if available. This will help us expedite the solution should there be a need to investigate the issue further.
   • If you are allowing support to impersonate your account for troubleshooting purposes, please include an explicit approval on the ticket along with the email address of your Kayako administrator account.

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Confirmation

Once the Infrastructure team confirms the work order completion for rebuilding the search index, you will receive a confirmation email from the support agent. 

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