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Use labels to help people find articles

The knowledge base suggests articles to customers and agents using labels and keywords from the summary of a request.

Here 's how you can make sure that the right articles to show up to your team and customers:

  1. Make sure you’ve added relevant labels to the article. Learn how to add labels to your knowledge base articles.

  2. Make sure your admin has set up your request types to have a visible Summary field. Learn how to set up request type fields.

  3. Make sure your admins have set up article suggestions in knowledge base settings. Learn how to manage article suggestions that show up to customers when they raise a request.

When working on an issue, agents can view suggested, related knowledge base articles that they can reference or share with customers.

If you don't see an article that you think you should see, here’s what you can do:

  1. Add relevant labels to the article.

  2. Edit the article title and/or content to include more keywords from the Summary field of the request.

Still need help?

The Atlassian Community is here for you.