The helpdesk techs are liking the idea for the suggested solutions displayed on the 'resolution' screen however none of our internal technical KB's seem to show up there.

For instance, we run Mimecast for our mail filter and occasionally the guys will get a ticket regarding a held email that they will need to release.

The ticket details almost exactly match the KB article for keywords like 'held', 'email', 'mimecast', 'spam' etc

The article for releasing an email never shows up however. A couple of questions:

1. How are the articles matched to the tickets? Is it just a simple keyword match to try and get related solutions?

2. Are 'private' solutions included in this search?

As the majority of our technical solutions are private it is next to useless if they are not included in the technicians view of the suggested solutions.

Just for a bit more info, how I would like to see it work is:

* Requesters continue to see 'public' KB's through the portal

* Technicians see 'public' and 'private' KB's through the technician view