Associating Knowledgebase article to specific categorized question

[vscheer]

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I have setup several categories and within the knowledgebase created category titles matching these categories (with parent category: knowledgebase). I am not getting how to associate the specific knowledgebase categories to the categorizing questions. As example, article #1, "PBGV Common Questions on Health," will appear under submit questions regardless of the categorized question chosen. Please help, Veronica

[Klemen]

Knowledgebase categories are independent and not linked to ticket categories. When Hesk suggests articles it does so based on how article title, contents and keywords match ticket subject and description (or search query).

What I would do is create good descriptive article titles and add relevant keywords to them to match them to customer inquiries.

It's also worth noting that the more unique articles you have in the knowledgebase, the better search results will be.

[vscheer]

Thanks, Will work on that. Veronica