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Support Center Search and Topics

Brian Apr 02, 2013 09:45AM EDT

The Get Satisfaction site seamed to have a more powerful and accurate search engine when searching for answers to questions about OnSong. I'm not sure if that engine searched based on "tags" or what but it was good at helping me find things. On Support Center, the search engine does not seem to come up with the things that I am looking for.

Also, thanks for adding "Other" as a topic in the Support Center. Are you considering adding more topics?

Finally, I'm glad that Support Center is linked to Get Satisfaction because there are some very good discussions that are in there for support.

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Jaime Apr 02, 2013 10:56AM EDT OnSong Agent

I believe that the search for the Support Center appears to be less accurate, because we have not been able to populate our knowledge base. The GetSat community has the advantage of being around for the last 2 years, however it is very difficult to manage and scale with our support demands. This is why we are transitioning to We are just faced with the task of populating the Knowledge base as fast as we can. Please be patient as we are still learning about all of Desk's abilities and are working on building the knowledge base. We will be adding more topics in the future. We appreciate you posting on the Support Portal, because this is how we built our GetSat community. I will warn that we will be taking the GetSat community down eventually, once we have all the kinks worked out with Desk.
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Jaime Apr 02, 2013 11:28AM EDT OnSong Agent
There is not way to transfer the GetSat knowledge base at this point and time. We also do not think it is wise to transfer the entire KB, due to the fact that the majority of the GetSat posts are no longer applicable due to the fact that OnSong has changed so much in the last year.

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