Showing results for 
Search instead for 
Did you mean: 
Sign up Log in

Next challenges

Recent achievements

  • Global
  • Personal


  • Give kudos
  • Received
  • Given


  • Global

Trophy case

Kudos (beta program)

Kudos logo

You've been invited into the Kudos (beta program) private group. Chat with others in the program, or give feedback to Atlassian.

View group

It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

Service Desk portal search does not find obvious request types

The "What do you need help with?" search on our Help Center portal is behaving in an unhelpful way.

I can type in two simple words. Of the three request types it suggests, two of them have neither of the two words in the title, help text, or any fields. However, one of the other request types that has both of those words in its title does not show up.

I have already completed a full re-index of JIRA, and the behavior has not changed.

As it currently behaves, the customer portal is nearly useless. How can I get the portal suggestion to return relevant results - request types that actually have the words I typed?

6 answers

Hi Steve,

I'm running into a similar problem. The portal can only scan the request type name and description, which limits its usefulness. I wish we could add tagged words or phrases to the request type to make them searchable in a more natural way.


I have a request type called "Printing problems" with a description that says "Printer out of ink? Can't find a printer?"

If I search for "print" it finds it. If I search for "can't," it finds it. If I search for "can't print," it fails.

If I could tag the request with words phrases like print, printer, printing, 'can't print', 'printer doesn't', 'printer is', it would be much easier to use the portal for the end users. As is, I've instructed my users to only use keywords when using the search bar. 

Oh - and the request types I expect to find are indeed searchable.  If I remove one of the two words from the search, I can see the request type I expect to find. But when I add another word that's actually in the title, it goes away and is replaced with others that have neither of the words that I typed.

Hey all,

Don't have an answer to this, only wanted to add to this that not only can you only search for keywords as listed as labels/request type name/description but also will the search not work for incomplete words.

Searching for an article called Pandora's Box that I want to open for example. :)
If I type "Pando" nothing will be displayed in the search results.

Mistakes while searching something quickly are happening all the time and having a smarter search would be much appreciated.


Anyone have solution for these.?

Having the same issue, we have a request lets say, Request new email. if we rephrase it to Email new request or something. It doesnt find it. Even tho we use the same words in a different order. 
Are you aware of any open suggestion we can vote on for this?


I have been dealing with similar issue recently and I have found an article describing the HelpCenter search algorithm - so called smart graph. See

Maybe it could help you. 

It's a hybrid algorithm that combines keyword search and machine learning. Thanks to machine learning, once you create a request with summary "email new request" and manually choose appropriate request type, next time the search result for the same string "email new request" will return desired request type. 

So, it means that by creating couple of requests, you can teach the algorithm to return correct results for any request type. 


Suggest an answer

Log in or Sign up to answer
Community showcase
Published in Jira Service Management

Why upgrade to Jira Service Management Premium?

We often have questions from folks using Jira Service Management about the benefits to using Premium. Check out this video to learn how you can unlock even more value in our Premium plan.  &nb...

163 views 0 4
Read article

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you