We had last heard that Freshservice solution tags and keywords were going away (being deprecated). And that the best way to get a solution found in searches was the title and 1st 400 words in the body.
Please confirm/clarify.
We had last heard that Freshservice solution tags and keywords were going away (being deprecated). And that the best way to get a solution found in searches was the title and 1st 400 words in the body.
Please confirm/clarify.
I have since found more background:
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”
So we need to start adding Keywords in the title like hashtags? looks weird but if you say so.. we have to obey
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