Overview

Smart Search within the Helpdesk+ application empowers users to specify the type of ticket they need assistance with, utilizing feedback from previous support interactions. When users make inquiries, Smart Search intelligently prompts relevant support requests, accompanied by a convenient button that guides users to the knowledge base for documented solutions.

Prerequisites

User requests for support are evaluated against your support portal.
To utilize the knowledge base self-service feature, ensure that it is configured within the Jira app.

Enable Smart Search

Type @helpdesk configure in the appropriate support channel.
Click the configure button.

example post with text helpdesk plus text

Scroll down to Automatic Actions.
Select smart search.
click Save.

Once configured, when users post messages in the channel, they will receive relevant support requests tailored to their query. Additionally, users will have the option to select from these support requests or search the knowledge base for documented solutions.