Increase search results of Portal search : find help and service

Delani Madonsela

Hi

Further to this, could you advise if it is only the tag that are used to determine the 3 recommended or suggested results>

 

The reason I am asking is that we are now developing a second version of our old classic system and this will be cloud based however there are users who are still using the classic version and would like to see knowledge base articles relating to the classic version. When they do a search what seems to happen is that the knowledge base articles relating to the cloud based system are always the ones at the top, sometimes occupying all 3 spots.

I had the idea of using the name of the classic version as a prefix in the heading of all the classic version articles to try and differentiate them from the cloud based version but am not sure if the search even looks at the heading.

Ta

Delani

Angélica Luz

Hello Delani,

Thank you for reaching out to Atlassian Community!

When searching for articles in the customer portal, it will show results based on keywords, and based on updated date.

For example, if on the Confluence space there are 5 pages of How-To articles, then the customer or user searches for “How to…” in the portal, it will show only 3 of them based on the date it was updated. 

You can add a tag on the titles for it to be easier for them to find the articles, but the searches are not only based on the title but also on the content of the article. 

You can also use Categories to group articles in the portal, so they can see the articles before creating a ticket.

• Categorize knowledge base articles

For more details about how to restrict articles or show specific articles for request types, please, check the documentation below:

• Set up article suggestions in request forms
• Restrict access to knowledge base articles

Kind regards,
Angélica