We are currently experiencing issues with ticket submissions to our service catalog. On our service portal, we have it broken into two buttons: Report a Problem (Incidents) and Make a Request (Requests). Employees are so confused by everything that they are filling tickets in wrong, or looking for them in the wrong place, giving up, and calling our Service Desk.
I've been tasked with updating our service catalog experience. We want to make one page, titled Get Help, and then organize it around categories and titles that are more intuitive for the employees. My questions are..
1. If we use the widget for topic content (the one that says Support Resources by default), can we choose to only put catalog items in there? Could we also put a search bar either in that widget, or on the page, that only searches items in the service catalog?
2. Can you add meta tags or keywords or any type of anything to catalog items that help them become more searchable? Or to produce them when phrases or keywords are searched?
3. Currently, if you start typing your short description for some tickets, it can populate knowledge it thinks might help. I have seen it before, but don't know how to do it... where you have certain related articles added to the specific tickets to assist with self-service before they even submit their ticket. How do you do that?
Thanks for any help!
