
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
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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Hi Pierre-Jean, a new version has been released yesterday and is fully compatible with 7.3.
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Basic support resources are available for this app.
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Versions
Version 1.2.4 • Jira Server 6.4.1 - 8.9.1 • Released 2019-02-28
Summary
App is now free and unsupported
Installation
- Log into your Jira instance as an admin.
- Click the admin dropdown and choose Add-ons. 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. Results include app versions compatible with your Jira instance.
- Click Install to download and install your app.
- You're all set! Click Close in the Installed and ready to go dialog.
To find older Service Desk Knowledge Base Custom Field versions compatible with your instance, you can look through our version history page.