We have a Confluence space linked to our Jira Service Desk project. This lets customers see suggested articles based on the subject line of their request.
Normally, customers don't repeat key words from the request type in their subject -- e.g. if the request type is "Salesforce", they might say "Need to create a new contact" instead of "Need to create a new contact in Salesforce". This is OK, because we can work around it by restricting the auto-search for certain request types to pages with certain labels.
The problem is that often the request isn't clear from the subject line either, and the real issue is buried in the description. For example, someone might say "Help with XYZ account" in the subject line, and say "I need to create a new contact" in the description. We don't have any pages that mention "XYZ account", so they won't see any relevant suggested articles in this scenario.
Is there any way to expand the auto-search to use terms from the description field too? If not, is there any open request to this effect? We could try to teach customers how to write better subject lines, but education is hard, and it also seems like an unfair burden for people who just want to get help.
In case it's relevant, we're using Cloud.
Hello Atlassian Community! I'm Teresa, the Product Marketing Manager for Jira Service Desk Server at Atlassian. Curious about the latest updates in the Jira Service Desk Server...
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