How to Use Confluence Inside Your CRM Workflow in Jira

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Hi Community!

Many teams rely on Confluence to capture the kind of information that doesn’t fit neatly into Jira issues - customer insights from discovery calls, internal discussions about scope, onboarding materials, planning notes, requirement drafts, and summaries from cross-functional meetings. This content drives decisions, but it often becomes separated from the customer or account it relates to.

With the new Confluence Integration in Mria CRM: CRM for Jira Teams, you can now link Confluence Pages, Spaces, and Live Docs directly to CRM records inside Jira. This creates a more connected workspace where customer knowledge and customer activity stay aligned without extra effort.

This post walks through real examples of how teams use this integration to streamline collaboration, improve handoffs, and give everyone a clearer understanding of each customer’s history.

Why Confluence Content Needs a Home Inside Your CRM

Customer work moves across multiple teams - sales discovery, CS onboarding, delivery planning, support escalation, renewal preparation - and each group adds context along the way. Confluence usually becomes the place where this context accumulates, because it’s flexible and collaborative.

The challenge is that Confluence pages, even when they’re well organized, rarely sit in the same place as the customer record. Teams must search for them, bookmark them, paste links into Slack, or rely on memory. Valuable information often stays tucked away in one team’s space instead of supporting the entire lifecycle.

Linking Confluence content to Mria CRM records turns customer pages into part of the shared workspace. When someone views a Lead, Deal, Contact, or Company, they can immediately access related knowledge without guessing where it lives or asking who created it.

How the Confluence Integration in Mria CRM Works

Inside every CRM record in Mria CRM - Leads, Deals, Contacts, and Companies - you’ll now find the option to Add Confluence Link. The action is available in the three-dots menu in the top-right corner of each record, alongside options like Delete and Add Web Link.

From there, users can choose Add Confluence link and search for:

• Pages
• Spaces
• Live Docs

If you have permission to view an item in Confluence, you’ll be able to attach it. If you don’t, it simply won’t appear in search. The connection uses Confluence’s existing permission model, so nothing new needs to be configured.

To make linking available, a Jira administrator must complete a one-time connection between Mria CRM and your Confluence site.

👉 Full setup instructions are available in our documentation.

Once linked, Confluence items appear in a dedicated section of the CRM record, giving teams a structured view of relevant knowledge without switching tools or searching across spaces.

Ways Jira Teams Combine Confluence Knowledge With CRM Activity

                       A Company record in Mria CRM showing how Jira issues,

                        Confluence pages and Web Links come together in one

                                         place for a complete customer view.

The new Confluence Integration doesn’t change how teams write documentation — it changes how that documentation supports customer work. Below are examples of day-to-day scenarios where attaching Confluence content directly to CRM records helps teams stay aligned and reduces the friction that usually comes from searching, cross-checking, or asking for context.

1. Clearer discovery and qualification

Discovery conversations often lead to detailed notes and clarifications recorded in Confluence. Linking those notes to the Lead or early-stage Deal keeps early context visible throughout the sales cycle. Anyone preparing for a call can quickly review what has already been discussed or agreed upon.

2. Stronger sales → CS → delivery handoffs

Handoffs are one of the most fragile points in any customer lifecycle. Teams prepare account plans, onboarding steps, scopes, and timelines in Confluence, but these frequently remain siloed.

Linked Confluence content gives every team a shared reference point inside the Company or Deal. No one needs to chase down documents or decipher version histories.

3. More informed implementation and project execution

Delivery teams often enter a project with limited background. Requirements, internal discussions, and early assumptions may all be captured weeks before work begins.

By linking requirements, SOWs, decision logs, or planning notes to the related CRM record, anyone working on a project has immediate access to the material that shaped the engagement.

4. Better context for JSM support teams

Support agents rarely know the full story behind each customer request. With Confluence-linked CRM records available from a JSM request panel, agents can quickly understand:

• what has been implemented
• what the onboarding looked like
• what customizations exist
• what discussions have happened with the customer

This reduces escalations and helps agents respond with greater clarity and confidence.

5. A consistent source of truth across the customer journey

Teams using Jira and Confluence often have strong processes, but they still struggle with scattered context. Linking Confluence items directly to CRM records gives everyone access to the same information in the same location, supporting decision-making throughout the customer lifecycle.

Web Links: Bringing External Customer Context Into Jira

Some essential information lives outside Confluence. Many teams rely on external resources such as:

• dashboards
• shared folders
• customer portals
• reference documents
• access pages

With Web Links, you can attach any external URL to Mria CRM records, giving each Lead, Deal, Contact, or Company a complete and well-organized context layer inside Jira.

How Mria CRM Connects Jira Work With Confluence Knowledge

Teams already using Jira and Confluence gain the most value from a CRM that fits naturally into that environment. The new Confluence Integration helps bridge the gap by making customer knowledge accessible inside the customer workflow, reducing context switching and keeping teams better aligned.

If your team works across both tools and you want to explore this experience firsthand, you can try it directly in your Jira Cloud environment:

👉 Start a free trial of Mria CRM: CRM for Jira Teams

Would love to hear how your team currently organizes customer knowledge across Jira and Confluence. Feel free to share your workflows, challenges, or suggestions in the comments!