Address knowledge gaps with suggested topics

Knowledge base articles help your customers find answers to their questions before raising requests. They also come in handy when your team is on holiday or occupied working on urgent requests.

The suggested topics feature will help your team identify what to write about. It will give your team access to topics based on requests raised by your customers in the last 30 days or the most recent 200 requests in a project.

The topics are suggested by analyzing details such as summary and description of requests received and determining if any related articles exist. If no articles are available in your knowledge base, the topic is added as a suggestion. The list of suggested topics is refreshed weekly.

View suggested topics

Before you begin, make sure:

• you have a knowledge base set up in your project

• your organization admin has turned on Atlassian Intelligence

Once it’s done, the suggested topics will be automatically available under the Knowledge base. Both agents and admins can view these topics and create articles.

To view topics:

1. From your service project, go to Knowledge base.

2. Select suggested topics.

3. Under the topics column, you can view the specific topics for which customers submit requests. However, there are no corresponding articles available in your knowledge base.

4. The related requests column shows the number of requests related to a specific topic. You can select a value to view the requests that were considered to generate that particular topic.

Next to each topic, select Create article under the Actions column to write an article.