How are the suggested articles filtered?

Question

HI,

We have 2 products with pretty much the same name.

When customers are raising tickets, they are being given the articles for both products, which is confusing the the customer, as they are two separate products.

What can we do to filter the suggestions so that only the correct product suggested articles are shown?

Najjar _Innovura_ · Accepted Answer

Hi @Jacqueline La Grand

We had a similar problem with our products, and our approach was to split and assign each project to a Jira Service Project and an assigned space.

So we have 5 products which resulted in the following :

5 jira service desk portals

5 Confluence spaces

Hope this helps