Create an article index

[Alfredo Chiaramonte]

I would like to know if its possible to create a visible index on Service Desk Portal with all the help articles for our customers to see them all easily.

Now if you access the Jira Service Desk portal (xxx.atlassian.net/servicedesk/customer/portals) you have to start typing the help article name's you want to consult and then the matches will apear. Is it possible to somehow add an index with all the existing articles?

We also have articles in two different languages, could we group them in a different index each?

Thanks a lot in advance,

[Angélica Luz]

Hello Alfredo,

Thank you for reaching out to Atlassian Community!

In Jira Service Desk, it's possible to create categories that will be visible to the customer before they can create tickets.

This option can be added to each project and not on the customer portal’s main page.

Please, go to the project and click on "Knowledgebase":

On this page, you will see all articles from the space linked to the project:

Click on New category to create the desired categories, for example, to create a category for each language:

After creating a category, you can click on Add article and add all the articles, for example, that are in English.

Here is a gif showing how it will look in the portal:

For more details, check the documentation below:

• Categorize knowledge base articles

Regards,
Angélica

[Soporte LeanPMS]

Hello Angelica, 

Thanks a lot for your reply.

We have checked this proposal and I would like to ask you a question, is there an option to sync up our Confluence with these project's categories folders. I mean right now, if I create a new article, for what I understood, then I'd have to go to each Jira project individual, one by one, and, within the "Knowledgebase" section, add this new article to the pertinent category.
My question is, if we are goin to create the same categories in every project, is there a way to automate this process so when I create a new article it can be automatically added to an indicated category folder in all our Jira projects at the same time?

Thanks in advance, 

Best regards,

[Angélica Luz]

Hello @Soporte LeanPMS,

Thanks for reaching out to Community!

When creating new pages on the space linked to the Service Desk project, it will show on the "All articles" list, but will not be added to any category. 

Currently, it's necessary to manually add the article to the category. There is a feature request suggesting improvements for that:

• Automatically add knowledge base articles to categories based on label

Please, click on vote and watch to receive updates about the feature.

Regards,
Angélica

[Soporte LeanPMS]

Hello Angelica, 

Thanks a lot for your help and your quick response.

I just voted for it and started watching the issue.

Best regards and thank you,

LEAN Support Team