Service desk customer portal search bar not finding existing tickets

Question

Jira Service Desk Cloud version.

The big search bar on the center of the customer portal (the very first thing customers will type into) doesn't seem to search for any existing tickets? It only finds confluence articles and links to create new tickets (see attachments).

How can we show relevant existing requests when the customer searches?

Daniel Eads · Answer

Hey Tyson,

I did quite a bit of searching and while that request sounded familiar as Jack mentioned, I couldn't find any that really matched it.

If you've got a couple minutes to open a new suggestion, it'd be great if you could submit that here! Suggestions are most impactful coming directly from you rather than Atlassian Staff because our product managers can see what companies are interested in the feature. For more information about how Atlassian prioritizes feature requests made on jira.atlassian.com, check out this Community post.

Cheers,
Daniel | Atlassian Support

Tyson Stolarski · Answer

*sigh*

I thought that might be the case, but my googling didn't show up any existing questions/suggestions, so thought I might just be misconfiguring something.

Do you have the link for the suggestion? I still can't find it.

Jack Brickey · Answer

That is correct. It does not currently search the ticket system. I believe there is an open suggestion for this.