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Ability to turn off Suggested Articles in Customer Portal?

Is anyone aware if it is possible to turn off the suggested articles from populating in the customer portal, when the customer is filling out the summary field?

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brbojorque Community Leader Dec 18, 2019

Hi @Gail Tomlinson ,

The only I know how to do this is to completely remove the Server Desk integration with Confluence knowledge base.

Thank you very much, that is what I'm seeing as well. 

This can be done on the Server version from at least 8.5 by going to the project settings > Knowledge Base then scrolling down to "Auto-search on request forms". From there, you can turn on or off KB suggestions for each request type.

You can use "Form" functionality (linked to the custom field) to display "Summary" field in the request form - then there will be no any article suggestions displayed to the customer.

I am trying to do the same. I want our agents to use the knowledge base for work instructions that customers don't need to see. Has there been an update to this? 

For server: project settings > Knowledge Base then scrolling down to "Auto-search on request forms". From there, you can turn on or off KB suggestions for each request type.

edwin vasquez Community Leader Dec 19, 2019

Let me know if this worked for you. 

Looks like the only way to do this is turning off the knowledge base. We can just work around this. Thank you!

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