Implemented 12/24/2024 Bert Waumans
23
VotesAI search in KB
Use AI to search in KB Articles (same as you do already when answering tickets). The search function is not too basic and too many irrelevant hits. A keyword is not a match when being able to enter a kind of 'question' or 'sentence' in the search box.
d
2/26/2026 1:37 PM
Similar ideas https://support.jitbit.com/helpdesk/Ideas/49787 and https://support.jitbit.com/helpdesk/Ideas/33375 and https://support.jitbit.com/helpdesk/Ideas/56604
1
SB
Stefano Bagnatica
3/18/2026 9:41 AM
I believe it might be a good idea to use the FREETEXT function instead of CONTAINS in the SQL query.
FREETEXT performs a search based on “similar meaning,” allowing it to find conceptually related terms rather than only exact matches. It also provides built‑in ranking of the results, which can improve the relevance and usability of the output.
FREETEXT performs a search based on “similar meaning,” allowing it to find conceptually related terms rather than only exact matches. It also provides built‑in ranking of the results, which can improve the relevance and usability of the output.
Alex
Yest, 5:16 AM
Tech
We've added AI vector based search (to SaaS version only since on-prem does not have any vector engine with it).
Ranked as:
Highest - keyword in subject + vector confirmed
Keyword in subject only
Keyword in body + vector confirmed
Keyword in body only
vector/semantic only (lowest)
Ranked as:
Highest - keyword in subject + vector confirmed
Keyword in subject only
Keyword in body + vector confirmed
Keyword in body only
vector/semantic only (lowest)
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