How do I get the Service Desk search to return the same value as my general confluence search

Nicole Downes_yyei04

For example, when I go to search in Confluence and type "How to setup a printer" , search results immediately finds the article with the same name.

When I type "How to setup a printer" in the Service Desk portal, is starts returning values with "setup" in the title.

How do I get the same search results, or at least improve the criteria for matching and returning kb articles for clients?

Tarryn Jordaan

I'd love to know the answer to this - did you manage to resolve this?  I just submitted a support ticket with the same issue...

Hi there

We have just noticed quite a severe shortfall on Knowledge Base SEARCH functionality... Having transferred a bunch of articles and written new ones, it really needs to be resolved.

Our portal is:
https://platform1software.atlassian.net/servicedesk/customer/portals

The issue is that when using the magnifying glass Search anywhere within that portal, doesn't return relevant results... it seems to return 3 articles (always) and possibly only the most recent articles.

In particular, say our users might type "Survey Builder" and in that case the ideal top hit should be an article called "The Platform One Survey Builder". The search returns 3 articles that have the word "survey" in the title, but don't even have "builder" and aren't related.

Where do we change the search basis parameters? Firstly it needs to show more relevant articles if there are more than 3, and secondly it should return results on a better basis based on all words entered, title and content.

Unfortunately this means the user experience in our knowledge base portal is very poor as it is difficult to navigate at the moment and our clients may find this very frustrating, we were due to release this today... if you can please provide any advice urgent.