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.
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.
If clearing the browser cache and history files does not resolve your issue, please proceed to reach out via the "Contact Us" page
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.
ATLAS
Comments