Managing Auto Suggestions for Articles in Customer Portal
BoldDesk provides an Article Auto Suggestion feature that helps customers find relevant Knowledge Base articles while creating a ticket in the Customer Portal. When enabled, the system automatically suggests up to five relevant articles based on the subject entered by the customer.
This feature promotes self‑service, reduces unnecessary ticket creation, and improves resolution speed by guiding users to existing Knowledge Base content.
Use Cases
Enable article auto suggestions when you want to:
- Reduce incoming ticket volume through self‑service
- Help customers resolve common issues before submitting a ticket
- Increase visibility of Knowledge Base articles
- Improve customer experience during ticket creation
How Article Auto Suggestions Work
When the following conditions are met:
- The Knowledge Base module is enabled
- Auto Suggest Articles is turned on in Customer Portal settings
How to enable article suggestions
Follow the given steps to enable article suggestions:
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Go to Admin Module > Settings > Customer Portal > General Tab.
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Enable the Auto Suggest Articles option.
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Click the Update option.
How it works in the Customer Portal
BoldDesk automatically displays up to five relevant Knowledge Base articles when a customer enters a subject on the ticket creation page in the Customer Portal.
The suggestions are dynamically updated based on the entered subject text.
How to disable article suggestions
Follow the given steps to disable article suggestions:
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Go to Admin Module > Settings > Customer Portal > General Tab.
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Disable the Auto Suggest Articles option.
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Click the Update option.
Frequently Asked Questions
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Does this feature block ticket creation?
No. Customers can still submit tickets even if articles are suggested. -
Are internal articles included in suggestions?
No. Only public Knowledge Base articles are suggested to customers. -
Can I enable this feature for specific categories only?
No. Article auto suggestion applies globally to the Customer Portal. -
Is this feature available in the Agent Portal?
No. Article auto suggestions are available only in the Customer Portal.
