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Difference between search bar and question tree


We are considering the options to set up service catalogue in JIRA Service Management - a search bar vs. question tree (2-3 questions guiding the user through to define the issue).

For each of these two options (search bar and question tree), we'd like to know what are the pros and cons, including: cost difference to set up, time to set up, usability, maintenance... We would also appreciate visual examples (screenshots) of how each option looks like.

Thank you


1 answer

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Answer accepted
Dave Mathijs Community Leader Aug 22, 2022

Hi @Ivana Hudecova welcome to the Atlassian Community!

The search bar is linked to the default knowledge base of your project. This KB is actually a Confluence Space. So in order to populate the KB with articles, you would need Confluence licences to write the pages for your customers.

Within Jira Service Management, you can use Forms to create request forms with a "question tree".

I am not looking to have KB articles, only to use the search function for the customers to find the right term of what they're looking for - when they start typing, options should show up, and then they'll still need to describe their issue in more detail. Is that doable?

The other option we consider would be a set of questions leading to the same: a correct keyword. "Do you have a hardware issue? Yes. Was your device stolen or damaged? No. Do you want to request a new hardware? Yes."

And thank you for your answer and help! :)

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