- Jira Service Management
Connect your support tickets with your customer portal's knowledge base: automated search, more context, faster & better responses
Quicker and more profound Support Replies
Knowledge Base articles can be used directly for customer replies. Customers receive replies quicker, agents don't have to manually search for matching articles.
Display of Standard Articles
Besides issue related articles, there is an option to integrate further standard Knowledge Base articles independent of the search term into the ticket.
Knowledge Base Integration in Support Tickets
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.
Added support for Jira 7 and Jira Service Desk 3.
- 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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