Hello,

I would like to understand how the Knowledge Base search engine works.

Specifically, does it search based on:

• The article title only?

• The full article content?
  

• Both, the article and the content?

• Keywords?

• Tags?

Also, how does the system determine which articles are recommended when creating or viewing a ticket?
Is it based on the ticket subject, the description content, or both?

We would like the article suggestions to be triggered mainly by keywords contained in the ticket content/description, not by the ticket title.

Could you please clarify how this works and whether it can be configured?

Thank you in advance.