Wrong articles suggestions are showing in customer portal

[Roey Miterany]

Hello,

We connected our confluence to our customer portal.

We created labels and connected them to the correct category, however, it is showing the wrong articles suggestions every time.

[Nic Brough -Adaptavist- · Accepted solution]

Welcome to the Atlassian Community!

You are going to need to go into a bit more detail about "wrong" - what is it suggesting that is wrong and do you have a lot of well classified docs?

[Roey Miterany]

Hi @Nic Brough -Adaptavist-

thank you for replying. 

When saying "wrong," it means finding words that are not labeled.

For example,:

When raising a ticket and typing the word "replacement", a suggested article is shown, although the "replacement" word is not part of the coded labels

Knowledge settings

Result

Is this normal behavior? 

[Nic Brough -Adaptavist-]

Sorry for the slow response.

Yes, this is as expected.  The knowledge-base search does not just look at labels.  It looks at content too, especially if there are no appropriate labels to work with.