Auto-suggesting knowledge base articles in response to a comment

While users are entering a new discussion, Tender will search through the knowledge base in the background and automatically suggest anything that might help resolve their issue.

To aid this process, there are two steps you can take:

Add keywords to your knowledge base.

Each article has a field, "keywords". You should enter as many keywords as you can that will point to that article. This is not like tagging -- you have to literally type the keyword exactly as the user will type it. The auto-suggest will still search in the title and body of an article, but the keyword is worth 10x any word in the body.

Good examples of keywords: "milkshake boy yard"

Tweak the stop-word settings.

In your Site Settings: Knowledge Base screen, you can modify the list of stop words. Stop words are ignored by the search engine. We suggest you add any words here which are confusing the autosuggest. For example, if your site is called Widget House, you should probably put the words "widget" and "house" as stop words, since they're going to appear in most articles and most discussions.

Stop words are specific to your site only.

Tender also has an internal stop-word algorithm, which includes common words like "click", "page", "change", "also", which don't add anything to the search.