I'm looking for best practice advice to ensure the right confluence articles are presented to end-users from the Help Center/SD form.
Following some testing when raising a SD ticket an article with vpn in the title & also added to labels is not presented to the user, despite having vpn in the summary field, unless the word open is also added. Examples below:
VPN only - Article missing
open & VPN - Correct article presented
Labels stored with article
As a result, the right articles are not being presented & ticket deflection is not as effective as it could be, what are we missing?
Thank you for reaching out to Atlassian Community!
I'm not sure how many articles are available on the space linked to your Service Desk project, but I tested here and using the same titles as you and it shows the articles correctly:
By default, it only shows three results when we add a keyword in the summary, is it showing only those two?
If you search for the word "Only", does it show the "VPN only" article?
Is this issue happening only with this article?
If you search through the Search option on the top of the page, does it show the article?
With these details, we will be able to better understand what is happening on your site.
If the page is part of a space linked to the Service Desk and the page is open to the customers, it should appear.
The labels on the page work for Confluence, but in the Customer Portal, it considers only the title of the page.
Have you checked the permissions of the page? When a space is added to a Project, all pages must be opened for it to show in the Portal.
Related to the ticket, if you are the site administrator of the site, you can create one on support.atlassian.com. Here is community we can try to help by testing on our test sites and with the information and steps that you shared, we can try to replicate. With the support ticket, you can allow us to access your site and we can check directly what is happening.
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