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Jira Automation docs have moved

All content related to Jira Cloud Automation, previously under the Automate your Jira processes and workflows section, have moved to the new Cloud Automation docs.

Go to Cloud Automation documentation | Why did we do this?

Set up article suggestions in portal request forms

When a customer is raising a request in the portal, you can suggest articles that may be helpful. These suggestions also show relevant snippets of information from the articles, determined by AI. This makes it easier for your customers to find the answers they need without having to search and open every article.

To make sure that these suggestions are relevant for your customers, you can also use labels to limit which articles are shown.

To set up article suggestions for certain request forms:

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

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

  3. 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.

Screenshot of settings page that shows section for managing article suggestions

This functionality is available in team-managed projects by default, you don’t need the above steps to set up the article suggestions. Your customers will see article suggestions as they type in the Summary field in a request form.

Additional Help