What's new in Jira Service Management Knowledge Base - April 2025

[#1]

Hi Community 👋

We’re excited to introduce new enhancements to Knowledge Base in Jira Service Management! Below we’ve rounded up several generally available (GA) features to supercharge your native knowledge base. Check them out and let us know what you think in the comments below 👇

Grow your knowledge base and deflect more tickets with AI suggested topics

Powered by AI, Suggested Topics enables you to proactively identify gaps in your knowledge base based on recent customer requests. By creating more relevant knowledge articles, you can ensure a delightful self-service experience for help seekers, plus improve support team productivity through increased ticket deflection.

Read more about suggested topics or check out the video below to see it in action 👇

Intelligently fill knowledge gaps with AI-generated drafts

We’re excited to introduce AI drafts, a new capability that enables you to generate article drafts for your most common customer requests. Powered by Suggested Topics, AI drafts allows you to write relevant articles faster and quickly fill gaps in your knowledge base.

Check out the video below to see it in action 👇

Connect multiple Confluence sites to your knowledge base

Build a more comprehensive and interconnected knowledge base with cross-site Confluence linking. With this new feature, you can unite knowledge sources across your organization into a shared knowledge base. This allows both agents and help seekers to access more self-service knowledge via Help Center, as well as receive more accurate responses from AI Answers or virtual service agent.

Check out the video below to see it in action 👇

We’re continuing to add new innovations to Knowledge Base in Jira Service Management - be sure to keep an eye out for more updates here in the Atlassian Community!

[Muhammad Fahad]

Great stuff @Jack Yu .