As your team works diligently to solve problems for your customers, nuggets of knowledge will start to accumulate over time. These include things such as common questions customers face and the steps to troubleshoot them. JIRA Service Desk allows you to extract this information and create a knowledge base, which helps customers find solutions themselves. Out of the box, JIRA Service Desk only supports Atlassian Confluence for knowledge-base creation, but it is possible to use other tools via third-party add-ons.
To integrate JIRA Service Desk with Confluence, you will first have to create an application link between JIRA and Confluence. If you have already done this, feel free to skip to the next section. To create an application link for Confluence, perform the following steps:
Once the application link is created between JIRA and Confluence, we can use it for JIRA Service Desk. Each service desk will need to be individually integrated with a Confluence space. To set up a Confluence KB for a service desk, follow these steps:
After the integration is in place, when an agent views a request, there will be a new Create KB article option available. Clicking on that will allow the agent to create a new knowledge-base article in the preconfigured Confluence space, as shown in the following screenshot:
From the customer's perspective, a new search box will be available on the customer portal (for service desk, with the KB feature enabled). Customers will be able to search to see whether there is any information already available on their problems. As shown in the following screenshot, when searching for VPN, the service desk returns a knowledge article from past requests, and if this is what the customer is looking for, it will save valuable time for both the customer and the agent: