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We trying to figure out how certain tags are generated. We are trying to create an organizational structure so that our clients can better “self help” themselves when creating a service ticket for support.

How do we get these results to be more specific and relative, and are the suggestions pulling in results based off of existing tags? Or are the results pulling suggestion articles from another data source when creating a service ticket? 

1 answer

Hello @Conner Allison 

To set up article suggestions for certain request forms:

From your service project, go to Project settings > Knowledge base.

Under Control article suggestions, turn on the toggle for Allow suggestions? next to the request form you want to suggest articles for.

Optionally, you can add labels under Only show articles labeled to make these suggestions smarter. To make it easy for agents who write articles to remember which label to use, we recommend using a label similar to the request form.

Once set up, the suggested articles will show up when your customer is typing in the Summary field while raising a request.

Let me know if this Ans your query.

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