Jira Service Desk Knowledge Base

Customers can browse knowledge base content for free. Set up a knowledge base so customers can serve themselves. Is it available for server and data center.

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Project admins can set up a knowledge base so your team can write and share helpful articles such as how tos faqs and support questions and let customers self serve instead of raising a request.

Jira service desk knowledge base. Follow this step by step guide for linking jira service desk to a confluence knowledge base so that customers can help themselves and agents can share their expertise. Your service desk agents probably already know what the most frequently asked questions are so start by answering those with self help documentation. What i don t understand is why we cannot show all the articles in organized request type like format on the service desk site. Project and issue tracking.

When a customer raises an issue in jira service desk create a cloned issue in jira software and assign it to an engineer. This feature is detailed in linking a knowledgebase this article aims to further explain with details on that documentation to assist users in understanding this feature. Only pay for users who author content so now there s no excuse for holding back on self service. Where can i learn more about automation.

We started using service desk for internal tickets questions. Jira service desk has introduced a new feature starting jira servicedesk v3 1 where there is no need for users to have a license in confluence to be able to access the confluence knowledge base through service desk. Use confluence with jira service desk teams. So far so good but.

Manage any business project. Refer to the below links to learn more about how to access confluence non public content by jira service desk users and how your jira service desk agents can create a knowledge base. Cloud server 4 8 versions. Add knowledge base articles in confluence.

I also recommend. Knowledge base shows empty content jira service desk self help. Letting customers help themselves by searching for articles in. How to create a knowledge base with jira service desk and confluence.

Local user logins to jira service desk fail when crowd sso is enabled. The service desk knowledge base benefits your team and your customers by. You can add the knowledge base capabilities to your service desk by integrating confluence with jira service desk. Set up a knowledge base for self service.

So far so good we also linked confluence articles and can search them. A knowledge base is where you provide help content for your customers so that they can find solutions on their own. You ll need confluence 5 10 and above and jira service desk 3 1. Upgrading to jira server service desk 2 0 and moving to the version 2 pricing model.

We have set you up with sample rule templates in your instance so you can quickly get started with common use cases. Knowledge base searches still use the old application link url on the customer portal. Service desk and customer support. Show you can read our handy getting started guide for automation.

Well confluence knowledge base is free to jira service desk customers. Jira service desk 2 x.