Tags vs Keywords

  • Last updated on June 2, 2021 at 12:04 AM

Depending on what is available on your workspace and the plan you are on, when editing an article you may see the option to add both "tags" as well as "keywords" for the article. So what's the difference?

At a high level, you can think of keywords as being for your customers, while tags are for your colleagues.

When are Keywords used?

Keywords are used to help your users search for articles. If you add tags to an article, you can have that article appear in searches when that keyword is used as the search term.

You can also use keywords to influence the suggestions that show when the Assistant is opened, for specific pages. See here for more information.

When are Tags used?

Tags are used by our enterprise Extension to surface articles that are exact matches for the support ticket that is currently being worked on in your support tool of choice. If you tag the support ticket, any articles with that exact matching tag will appear in the Chrome Extension.

You will also see these same tags in any reporting that is related to the use of the Chrome Extension, to help you filter down the reporting & support tickets by the tag that was applied.

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