Showing internal knowledge base articles against tickets for agents

[james_watts]

Hi,

Im not sure if this is by design or something is misconfigured, we only seem to be able to view external knowledge base articles in the knowledge base section against the tickets in the agent portal. It wont show anything from the internal knowledge base?

Thanks

[Staffan Redelius]

Hi @james_watts and welcome,

How are the permission for the internal knowledge base set up? It sounds like the internal knowledgebse only is available for licensed Confluence users.

Unlicensed users can only access spaces or pages in Confluence that allows "Anonymus access". That will make the information visible for everyone on the internet and that might not be what you want.

One other possibility is to set up a Confluence guest space for the agents but it will not be visible for external users (anyone on the internet)

Assign space access to guests | Confluence Cloud | Atlassian Support

The last option is to move/duplicate or replicate information from the Internal Knowledge base to the external.

Best regards,
/Staffan