About semantic search and how it works

Introduction

Historically the Technical Support ticket submission form suggested articles from our Knowledge Base based on the ticket subject.

In some cases, this allows users to find a solution before submitting a support request and facilitated overall faster resolution times.

What is a semantic search?

We have reworked our ticket submission form and introduced a new search engine to ensure solutions to known questions/issues are provided at the earliest possible opportunity.

This is accomplished using a so-called Semantic Search. Contrary to our prior implementation, Semantic Search utilizes NLP (Natural Language Processing) techniques to understand and process human language; including synonyms, phrasing variations, and the query's overall intent.

The search is made based on the information provided in the request Description

How to use semantic search to improve search experience? 

Question/Problem description

• Describe the issue briefly, but don't forget any details
• To ensure the error message is analyzed correctly it must be pasted as text, not attached as a screenshot

Getting suggestions

After filling in the subject and details click "Continue" and you'll get the list of suggestions.

For example:

If suggested links don't help or you have a follow-up question, click "No it didn't help, I still need assistance" to proceed to contact the Technical Support Team.