Service portal search results will sometimes show only an icon on the results page, with no description. This may cause users to think the search is not pulling correct results back, or may cause confusion regarding which result to select.
This can be caused by using an incorrect widget on the Search Page.
From the search results, open the instance in the page editor and make sure the widget field at the bottom is set to "faceted search." If it's not, then this is likely the issue.