How does the Halp Answers Key Phrase matching work?

Every time a ticket is created in Halp, the ticket's title is used to evaluate if a Halp Answer should be suggested. The ticket title is evaluated against the key phrases of a Halp Answer.

Answer key phrases can be very powerful so it's useful to understand how they work.

If you want the answer to trigger from one word

Set the Key Phrases of the answer to just: wifi. Key phrases are case insensitive.

If you want the answer to trigger from one phrase

You can also trigger the answer from a phrase. You should use a phrase for specific content.

If your answer contains the location of a printer you can use a phrase like where is the printer . In this case, tickets that only contain the word printer would not match.

If you want the answer to trigger from many words

Set the key phrases to many separate, single words. For example: wifi network connection .

Answers will trigger whenever one of these answers shows up, not all.

If you want the answer to trigger from many phrases

Set the key phrases to many separate, phrases. For example: what is the wifi password in new york what is the nyc wifi new york office wifi .

Answers will trigger whenever one of these phrases shows up, not all.

If you want the answer to trigger only if all words exist

If you only wanted an answer to be suggested when only when the words okta and password are in the ticket, then you should use the phrase okta password.

This way, tickets that are asking about "gsuite password reset" or "zoom password" would not trigger the answer.


How did we do?


Powered by HelpDocs (opens in a new tab)