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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. This makes it easier for your customers to find the answers they need without having to search.

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 portal 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 portal 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 portal request form.

This page is for company-managed projects

If the lower-left of your service project sidebar says you're in a team-managed project, check out these team-managed project articles instead.

Learn more about the difference between company-managed and team-managed projects.


Last modified on Oct 14, 2021
Cached at 1:34 AM on Oct 16, 2021 |

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