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How to embed confluence articles in Jira Service Desk customer portal?

Marius Lex

Hi there,

We are looking for a way to set up a knowledge base with Jira Service Desk, in which you don't have to type anything into the search bar in order to see a structured overview of all our confluence articles. This structured overview should just be there, on the landing page of our customer portal.

Our Atlassian Coach told us, for example, that the Spotify help section was created with Jira Service Desk: https://support.spotify.com/

To build anything just remotely as cool, however, seems to require a massive amount of coding. Is that the case? Our Coach didn't tell us that and it would be rather disappointing.

There has been a similar question before but it referred to the cloud version I believe and the workaround did not work for us.

Thanks in advance,
Marius

Accepted answers

Jack Brickey

this is not possible. The Spotify site is not powered by Jira Service Desk. Can you share the link to the cloud workaround thread are you referring to?

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Jack Brickey

this is not possible. The Spotify site is not powered by Jira Service Desk. Can you share the link to the cloud workaround thread are you referring to?

Marius Lex

Ok, unfortunately our Atlassian Coach wasn't quite honest with us then.

The threat I am referring to is this one: https://community.atlassian.com/t5/Jira-Service-Desk-questions/Display-articles-on-customer-portal-on-Service-Desk-Cloud/qaq-p/892104

It is quite odd that this is not possible because it seems to me that this is a rather basic function which would improve JSD a lot (at least for purposes).

Thanks for you for your quick response!

Jack Brickey

thank you for the link. I find it interesting to be sure especially as I was involved in answering that thread. However, for sure I would trust the Atlassian Team members response over my own. I am currently looking into this on my cloud instance to understand how it works. As a learn more I will report back. One question, in your server instance what options do you have for KB from w/in the project? Here is what I see in cloud. The only think i see is the ability to group articles and in there i can "feature" them but need to test that out.

Jack Brickey

additionally, it would be worth approaching your coach about the Spotify site. I certainly could be wrong but if it is it is modified or involves an addon I suspect.

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