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.
So we need to start adding Keywords in the title like hashtags? looks weird but if you say so.. we have to obey
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”
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