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Replies posted by jwiese

5 Replies

Vishal Nema
Community Manager
Vishal NemaCommunity Manager

Freshservice Release Notes - Oct 2022release notes

Hi! In the Introducing Redesigned, New Tickets Experience, today I am seeing a new “Most popular” category above Service Requests. But only in the admin portal - not the support/user portal?

1283049
ariadreamer112
Community Debut
8 months ago
J
Apprentice
Jen.AylingApprentice
asked in Knowledge Base

Indexing Solutions help

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

3
J
Contributor
11 months ago
J
Contributor
jwieseContributor
asked in Portal/Knowledge Base

Do Freshservice Solution searches use keywords or tags?

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-freshserviceAlso, 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”

3
A
Apprentice
11 months ago
todd5903
Skilled Expert
todd5903Skilled Expert
asked in Portal/Knowledge Base

Keyword vs. Tag in Solutions

This newer answer seems to go against this: 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-freshserviceAlso, 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”

3
SDavison
Community Debut
1 month ago
J
Apprentice
Jen.AylingApprentice
asked in Knowledge Base

Indexing Solutions 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-freshserviceAlso, 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”

3
J
Contributor
11 months ago

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