[Episode 6] Let JSM portal users read your Confluence docs, no new Confluence accounts!

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Hello Atlassian Community,

You probably know this already, but it really helped my team, so I'm sharing this here.

Quick story, I opened a JSM queue on Monday, expecting the usual flood, VPN tweaks, new email profiles, “where do I find…?” The articles and documents were already perfect in Confluence. The only gap was when people saw them.

Here’s the simple piece that made the difference: So initially, I didn’t know that if someone already exists in your JSM customer directory, they can read the linked Confluence knowledge-base article right inside the help center. No separate Confluence account. No extra seat. The answer appears where the request begins.

Why this matters

When a change rolls out, portal users don’t go hunting in your knowledge base or documentation; they start typing a ticket. With the space linked, the relevant Confluence page shows up in-flow and opens in the portal[Ref.]. The result is ordinary in the best way: fewer repeat tickets, faster first responses, and agents spending time on the edge cases instead of pasting the same paragraph ten times.

A straightforward use case

After a policy update, partners and internal requesters in the JSM directory who needed setup steps saw the Confluence guide as soon as they started typing the summary. They read it in the portal, and many chose not to submit a ticket at all. No new Confluence credentials were created just to share a page.

That’s it: same content, better placement. If you’re already documenting well in Confluence, this integration allows those pages to do their job exactly where help is needed.