Hi 

Is there a solution to having more than 3 articles shown in confluence site when user's type in a question?

Also for the articles that are presented, the correct ones to be shown not recent updates made to articles.

Thank You 

It is great that it is prioritized for the server version, what about the Cloud version???

We really need this feature.

Hi Anusha,

Once you've upgraded and you go to the "View & customise your Help Centre" option on the Jira Service desk Configuration page, you should get a prompt asking if you want to upgrade to the latest portal. Update the portal and you should see options to browse more results when searching articles. No other configuration was required.

This has been fixed - Please refer the release notes here for details: https://confluence.atlassian.com/servicedesk/jira-service-desk-4-2-x-release-notes-967877779.html

Hi everyone,

I recently updated to Jira Service Desk v4.1 from v3.4 and the new customer portal has more KB articles to choose from. It still shows 3 results but if there are more you can browse through them by clicking on page 2, 3, 4... and Next.

There are also more search tips through a "Search Help" button.

It's a shame Atlassian didn't tell us about the improvements via this ticket.

How long does it take to increase the number of search results in Jira Service Desk, considering that your own Atlassian Knowledge Base can provide more search results. Will this really take 3 years and counting?

Nowadays, users expect results in the same fashion as searching on the web or with many more results "suggested" in the same way that Amazon presents.  It is very difficult, especially since Atlassian doesn't offer good tagging solutions to drive search results, to return good results with only three choices.  Users get discouraged, continue to submit issues and paying attention to suggested results during future issue submissions.

This is definitely needed to increase kb article usage. User don't tend to be willing to try multiple ways / search terms to find the information they are looking for. If the initial result don't seem to help they will quickly turn to open an issue. 

Showing only 3 results defies the idea of deflecting issue creation as it requires the user to provide the right search terms ...

same issue in Cloud version, please fix this asap. Providing only 3 search results is not a good user experience. Please update on the status asap.

How long does it normally take Atlassian to seriously evaluate and provide feedback on what should be core functionality in a customer support product?

2 years and not even an update on how you will proceed? Thought of adding more developers to your team? (i would probably pay more if something actually happends)

// Andreas

The state of this ticket is "under consideration". How long will it be in this status? What are the next steps?

We would also like this option.  Only allowing 3 articles to be returned is ridiculous.

I would like this to get fixed also, please respond atlassian! Even better would be if there was an option to browse the knowledge base also!

It is very important to be able to see more than 3 KB articles (both in the service portal and for the service desk agents). Actually I think it is most important to get this fixed in the portal. Configuration per project seems to be a good solution

Yeah, I'll pile on too.  Some sort of response is expected.  Silence is not a virtue.

Please, can we get a response - such an important topic. Is this going to be addressed anytime in the near future, please set some sort of expectation. Ticket has been open since 15th November - do you not have SLA's?

It's hard to justify spending $1000's on Confluence when customers can't access the content.

Please respond Atlassian!

Same here. Three is not enough, especially since the typical service desk user has no other way to look into the knowledge base and so cannot learn to refine his search. Imagine google limiting us to three results!

Same issue here, would be very happy with a solution to this.

This is obviously limiting and presumptuous. Different implementations will have different needs. I get that you will probably need to limit the results. But give us a "more results" link or something.  

It's probably the main issue I have with using JSD for our public support system.  We've put a lot of time into our knowledge base, and self-serve help is a hugely important factor in our growth strategy.

Please add support for defining our own maximum returned results.

This is something needed by a lot of end users. Is there a reason it is only set to 3?

I agree with other posters, I think we need to be able to configure this per knowledge base / service desk project. I want to push the self service portal, and am concerned only 3 results simply isn't enough choice to discourage someone from logging a ticket and using a knowledge base guide instead

As per Dick Muller has advised this is a bad situation for a service desk, especially when you are trying to market self help to your clients.

Hi,

In a lot of cases more then three KB articles are in a search result, but not presented to the user.

This is a bad situation, especially for a Service Desk KB portal.

Can you please make adjustments, so admins can configure to show more then three articles in the result or make a feature to click for more results.

Thanks,

Dick

We have recently found this to be a problem as well.  While the smart graph algorithm is working to bring valid results to the top and make those three the most likely....  Sometimes a user wants to see more like a top 10. Being able to customize the number of results a little would be helpful in building the graph algorithm to allow the user to see more options until the search results are smart enough to bring the right results in...