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Issues with Search in Jira Service Desk Portal / Knowledge Base

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:

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.

As another user pointed out, search within Confluence returns much more relevant results, in fact pretty spot on...

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 urgently!

4 answers

Hi, I have the same questions.

I would like to know if there's a way to display more than 3 suggested results on the search function of the customer portal when the customer is typing / searching for help articles.


Best regards.

Make sure you upvote this suggestion:

I am also wondering the same thing.

Is there now a solution to search for the complete ticket summary and not just the 1st word?

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