knowledge base search for Korean language does not work I am frustrated

[jnet]

I pay more than 500 dollars to buy this software and I see that I can use the knowledge base just for English

when submitting a ticket it does not find related articles in korean language

this is really funny, one of the big reasons I purchased this software was the ability to search knowldegebase while submitting a ticket.

some body please solve this problem

[Jamie Edwards]

Hi jnet,

It is something we are researching; I apologise for the wait. Unfortunately, this is not something we can completely control in our software; as far as we can see it is a MySQL limitation.

[John Haugeland]

Originally Posted by jnet

this is really funny, one of the big reasons I purchased this software was the ability to search knowldegebase while submitting a ticket.

Our knowledgebase is in fact multilingual. What we have recently learned is that MySQL fulltext search does not work correctly for languages which do not have whitespace (spaces, tabs, returns, etc) inbetween words, such as Japanese. Is Korean such a language? (And, pardon my ignorance - is it Hangul we're talking about, here?)

The bug is not actually in SupportSuite. The bug is that MySQL fulltext search does not work correctly for certain languages. There are five reasons that this is an important difference.

1. One of our search mechanisms, "advanced search", does not use fulltext search, and is still available to you.
2. There are drop-in replacement fulltext search engines for MySQL which repair this defect. Several of them are free. Because we have not tested these drop-in replacements, we cannot make specific recommendations. However, it seems likely that one of these may simply fix the problem.
3. Open source product vendors like MySQL prioritize their workload according to the frequency of fix requests. We strongly recommend that you notify MySQL of the bug and request a fix. We recommend this from all of our customers affected by this bug, and the more of our customers who speak up, the sooner the fault will be repaired.
4. This defect affects all MySQL dependant applications using fulltext search on international text in the same list of languages. As such, this will also affect MediaWiki, WordPress, and other web tools. To that end, it is in your best interest to emphasize to MySQL AB the importance of this repair.
5. Moving forward, we are researching the possibility of alternative database backends. This functionality is not yet in our software, nor is it guaranteed to enter our software; we also do not have an expected date of release. However, should this come to pass, by replacing the database one would be able to circumvent this limitation.

We sympathize, and we are researching several avenues around this defect in MySQL. Advanced Search should still work for you, and a simple set of CSS rules could hide all the other searches to prevent user frustration. We are sorry that an immediate fix is not forthcoming, though, as we do not have write access to the MySQL codebase.

We are investigating routes around this defect. We were only made aware of it recently, ourselves. Advanced search, drop-in FULLTEXT replacement engines, and please contact MySQL AB about your concerns regarding their database's internationalized functionality.

They need to know they have Korean customers.

Thank you for your patience, sir.

- John

[jnet]

Real time search in CONTACTS is not working either

[Jamie Edwards]

Hi jnet,

If your contacts are in Korean, then this will be for the same reason as John explained above.

[jnet]

I want to ask John Haugeland the developer of kayako

Are you sure what you are saying is 100% correrct and the problem is not Kayako and it is MYSQL?

Did you try to find a solution for this?
because I just found a product which does not have the same problem.

[craigbrass]

John said they are exploring avenues to work around this.