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Service desk customer portal search bar not finding existing tickets

Jira Service Desk Cloud version.

The big search bar on the center of the customer portal (the very first thing customers will type into) doesn't seem to search for any existing tickets? It only finds confluence articles and links to create new tickets (see attachments).

How can we show relevant existing requests when the customer searches?


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1 answer

0 votes
Jack Community Leader May 06, 2019

That is correct. It does not currently search the ticket system. I believe there is an open suggestion for this.

*sigh*

I thought that might be the case, but my googling didn't show up any existing questions/suggestions, so thought I might just be misconfiguring something.

Do you have the link for the suggestion? I still can't find it.

Daniel Eads Atlassian Team May 30, 2019

Hey Tyson,

I did quite a bit of searching and while that request sounded familiar as Jack mentioned, I couldn't find any that really matched it.

If you've got a couple minutes to open a new suggestion, it'd be great if you could submit that here! Suggestions are most impactful coming directly from you rather than Atlassian Staff because our product managers can see what companies are interested in the feature. For more information about how Atlassian prioritizes feature requests made on jira.atlassian.com, check out this Community post.

Cheers,
Daniel | Atlassian Support

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