Knowledge Base: Allow restricting “?” KB article search by group

Feature requests
1

Description:
When creating or editing a ticket, agents often search the Knowledge Base using the ?? shortcut to insert relevant KB articles. In larger instances with many groups and group-specific articles, it would be very helpful to optionally restrict the search to KB articles of the current ticket group (or selected groups).

Use case / Problem:

  • We maintain many KB articles per group (e.g. “Service Desk”, “Healthcare Department”, “Technical Team”).
  • Typing ?? in a ticket currently shows all articles from all groups.
  • This leads to long, cluttered result lists and increases the risk of selecting irrelevant or non-responsible articles.
  • Support agents often have to manually filter or search even though they mainly want to see “their” group’s articles.

Desired behavior:

  • An option (global or configurable per role/group) to show only KB articles from the current ticket group when using ?? in a ticket.
  • Ideally with an additional way to manually add further groups or temporarily disable the restriction (e.g. via a toggle or a parameter like ??#group, or through a small UI element next to the search field).
  • The default behavior could remain “all groups” to maintain backward compatibility.

Benefits:

  • Faster and more precise selection of relevant KB articles.
  • Fewer mistakes and fewer “wrong” articles inserted into tickets.
  • Better scalability of the Knowledge Base in larger, group-based setups.

Example:

  • A ticket is assigned to the “Service Desk” group.
  • An agent types ??Reset password.
  • The search primarily shows KB articles about “Reset password” from the “Service Desk” group, not all articles from all groups.
2 Likes
2

Do you mean knowledge base categories?

3

Yes, we use different Knowledge Base categories for different groups or teams.

However, some colleagues work across multiple teams. Therefore, the desired restriction cannot be handled effectively through Knowledge Base permissions alone.

It would be helpful to have a configuration option per ticket group: when using the ?? search, only articles from the Knowledge Base categories assigned to that group should be suggested. This would make the suggestions more relevant to the respective team and ticket context, without generally restricting agents’ access to other parts of the Knowledge Base.