Address knowledge gaps with suggested topics

Knowledge base articles help your customers find answers to their questions before raising requests. They also help customers get immediate help, especially when your team is on holiday or working on other urgent requests.

To help your team identify what to write about, we will suggest topics based on requests raised by your customers in the last 30 days in a service project. The topics are suggested by analyzing details such as summary and description in the last 30 days and determining if there are any articles for them. If no articles exist, the topic is added under the suggested topics, and the list is refreshed weekly.

View suggested topics

Before you begin, make sure:

• you have a knowledge base set up in your project

• your organization admin has turned on Atlassian Intelligence

Once it’s done, the suggested topics will be automatically available under Knowledge base. Both agents and admins can view these topics and create articles.

To view topics:

1. From your service project, go to Knowledge base.

2. Select suggested topics.

3. Under the topics column, you can see the specific topics for which customers are submitting requests. However, there are no corresponding articles available in your knowledge base.

4. The related requests column shows the number of related requests.

Next to each topic, select Create article under the Actions column to write an article.