Connect your support tickets with your customer portal's knowledge base: automated search, more context, faster & better responses
Connect your support tickets with your customer portal's knowledge base: automated search, more context, faster & better responses
Connect your support tickets with your customer portal's knowledge base: automated search, more context, faster & better responses
Quicker and more profound Support Replies
Display of Standard Articles
Knowledge Base Integration in Support Tickets
Knowledge Base articles can be used directly for customer replies. Customers receive replies quicker, agents don't have to manually search for matching articles.
Besides issue related articles, there is an option to integrate further standard Knowledge Base articles independent of the search term into the ticket.
Direct access from a support ticket in Jira Service Desk to Knowledge Base content. Matching articles will be automatically displayed in the ticket based on the issue summary.
More details
Added support for Jira 7 and Jira Service Desk 3.
Requirements
- Jira Service Desk (2.5 or greater)
- Confluence and the knowledge base space must grant anonymous access
The Knowledge Base Custom Field for Service Desk is a Custom Field, that can be used in Jira issues, in order to display Knowledge Base content in Service Desk Tickets.
A Confluence based Knowledge Base can automatically be searched for articles (pages) via this field. The search results will be displayed as a list in the Knowledge Base Custom Field.
Additionally, standard Knowledge Base articles can be displayed independent of the search term. These articles are always integrated, if they are tagged with a Confluence label in the configuration of the Custom Fields.
The displayed Knowledge Base articles can be used as an answer to the customer directly from the Custom Field. The articles can be pasted as wiki markup link into the reply field by a click.
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Reviews for server
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Server Pricing
Data Center Pricing
| 10 users$10 | 25 users$350 | 50 users$500 | 100 users$650 | 250 users$800 | 500 & upAdditional pricing details |
Pricing FAQ
- How does server app pricing work?
Server products and apps are hosted on your servers. This app is sold as a perpetual license, and the purchase price includes 12 months of maintenance (support and version updates).
You can renew maintenance after 12 months at 50% of the current purchase price. You can upgrade the tier of your Atlassian product and app licenses at any time. Upgrade prices are calculated based on Atlassian's formula (view example).
If app pricing changes after your initial purchase, there's a 60-day grandfathering period during which you can renew based on the old pricing.
- How do I determine my server pricing?
Apps are billed based on the number of users in your Atlassian product. For Jira 7.0 or later, the app tier should match the maximum tier of the licensed Jira products on your instance. For example, if you're running Jira Software (500 users) and Jira Service Desk (25 agents) on the same instance, you should purchase the 500-user tier for apps. For versions of Jira prior to 7.0, the app tier should match the licensed user tier for Jira. Even if fewer users want to use the app than your Jira license, the two licenses should match exactly. Note: While this app has features specific to Jira Service Desk, the app is technically available across the whole Jira instance. Therefore the above guidelines for the license tier still apply.
- Can I install this app in a Data Center product?
This app does not have a Data Center approved version. Only apps meeting a set of performance requirements for large, clustered environments are approved for Data Center.
However, while server apps are built for single-server deployments, many customers successfully install them in Data Center products. If you're using a Data Center product, Atlassian recommends you contact the vendor to determine compatibility at scale.
- What type of license do I need if I'm using this app in a Data Center product?
Because this app does not have a Data Center approved version, you should purchase a Server license if you decide to install this app in a Data Center product.
- Do you offer academic, community, or open-source licenses for server apps?
For server apps, academic licenses are available at a 50% discount if you have an academic license for your Atlassian product.
Community and open-source licenses are available for server apps. Learn more about community and open source licenses.
- Can I extend my free trial?
For server apps, you can extend your app trial up to 5 times - in other words, for up to six months. Extend your trial by generating a new evaluation license key from Atlassian Marketplace. Click Try it free and you'll be directed to generate a new license. Paste this license key into the app listing in UPM from your Atlassian product, and you're all set.
- How can I buy apps for my legacy Jira Server or Confluence Server license?
If you own a legacy Jira Server Unlimited (100+ users) or Confluence Server Unlimited (2000+ users) license purchased in 2012 or earlier, legacy app pricing is no longer available. You have two options for app purchasing:
- Purchase the app at the non-legacy Unlimited (10000+ users) tier.
- Renew your Jira or Confluence license at a non-legacy tier, then purchase the app at the same tier.
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Versions
Version 1.2.3 • Jira Server 6.4.1 - 7.12.3 • Released 2018-06-06
Summary
Bugfix Knowledge Base Article Link
Details
The wrong link was placed in the edit dialog, if you searched after a Knowledge Base Article. This is now fixed.
Installation
- Log into your Jira instance as an admin.
- Click the admin dropdown and choose Atlassian Marketplace. The Manage add-ons screen loads.
- Click Find new apps or Find new add-ons from the left-hand side of the page.
- Locate Service Desk Knowledge Base Custom Field via search. The appropriate app version appears in the search results.
- Click Try free to begin a new trial or Buy now to purchase a license for Service Desk Knowledge Base Custom Field. You're prompted to log into MyAtlassian. Service Desk Knowledge Base Custom Field begins to download.
- Enter your information and click Generate license when redirected to MyAtlassian.
- Click Apply license. If you're using an older version of UPM, you can copy and paste the license into your Jira instance.
To find older Service Desk Knowledge Base Custom Field versions compatible with your instance, you can look through our version history page.
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