Indexing Solutions help | Freshworks Community

We have a large selection of solutions available to users however the search function is not working great for us. We use Tags and Keywords however this doesn't seem to necessarily affect the search results/order that much.

For example we have several guides for Wifi (several different configs dependant on location) All are tagged and keyworded wifi however when searching for wifi one of the top searches is for something that has no keywords, is unrelated to connecting to wifi but mentioned wifi once in the body of the solution itself.

Is there anyway to organise solutions to search based on keywords before body text or do we need to ensure we also include keywords/tags in the body of the solution?

What is best practise to ensure solutions are searchable easily? Is there a way to prioritise solutions in search based on certain searches?

Many thanks

Jen

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Can Freshservice support please answer this? What is the current and future use of Tags and Keywords? Best Practice for getting solutions found?

Hi, it’s better to create a ticket with them. Thee community is more for peer-to-peer help.

My journey on these 2 fields:

And then there’s this:

We opened a ticket about if they are deprecating Keywords and Tags fields:

Freshservice still uses keywords to search, and here's a detailed article on how the keyword search works on each module.

https://support.freshservice.com/en/support/solutions/articles/231703-how-search-works-in-freshservice

Also, for solution articles along with the keywords we allow searching based on the title.

Then I found this: https://support.freshservice.com/en/support/solutions/articles/50000005608-best-practices-to-create-solution-articles

“The title should contain the primary keyword(s) that the article is about.”

“Avoid relying on tags and keywords”

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