How the Knowledge Base search works on Service Desk Portal

Platform Notice: Cloud - This article applies to Atlassian products on the cloud platform.


The KB search engine tries to identify the keywords in the search and then finds the most relevant snippets from the existing KB articles. 

Number of Results

By default, only 4 results are shown when searching the Portal, along with a link to show more articles.

Clicking the ‘Show more’ link will show a maximum of eight articles along with another link to Show more, redirecting the customer to the Knowledge base search where it’s possible to view more results and filter articles by projects.

How Search works:

  • When a ticket is submitted via the Portal, various articles are suggested based on the keywords and content included in the summary. This feature is designed to provide immediate assistance, as the customer may find that their inquiry is already addressed in the knowledge base, potentially eliminating the need to proceed with raising a ticket.

  • When searching the help center, relevant articles and request types are suggested, allowing the help seeker to either self-serve or create a ticket. The suggested ‘Request types’ are based on:

    • Keywords from the ‘request type’ name and the ‘request type' description.

      For example

      Check the keyword ‘password’ highlighted in both the ‘request type name' and ‘request type description' in the image below.

    • Keywords associated with current active request types or those associated with request types raised in the past.

      For example

       The screenshot below shows the tickets in a queue, with their summary and ‘Request Type’.

  • When searching for the keyword ‘grub’, the request form ‘Report a system problem’ is suggested because ‘grub’ appears in an existing ticket summary with that request type.


  • Similarly, when searching for the keyword ‘windows’, the request form ‘Request a new account’ is suggested because the existing ticket with the summary ‘Create a windows user’ has the request type ‘Request a new account’.

Note: It will not search word in Ticket Description it will only search in Request Type - Description




Last modified on Jun 20, 2024

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