JSD Cloud - 'Help Center' and 'Customer Portal' configuration

Question

Hello

I'm attempting to get my head around the differences between thee 'Help Center' and the 'Customer Portal'.

After selecting 'Channels/Help Center' in my Service Desk menu, it takes me to the 'Customer Portal' - shouldn't this be taking me to the actual Help Center?

Also, I'm able to change my 'Customer Portal' announcement, though I attempt to change the 'Help Center' announcement and it doesn't work. I've checked permissions (admin) so I'm fairly sure that's not the issue.

'Help Center' (top)
'Customer Portal(below)

Brant Schroeder · Answer

Jake,

At the customer portal level the KB search happens as they complete a request type to submit it.  The search will happen as they enter information into the summary field.

Jake Brain · Answer

Thanks Brant.

I've noticed for the Customer Portal, there is no search option for a knowledge base -  do you know if I can add one?

Jake

Brant Schroeder · Answer

Jake,

Help Center is the top level of your service desk(s).  If you have multiple service desks they will aggregate up into the help center.  Since you only have a single service desk the help center will be very similar to the service desk portal.  If you add an additional service desk it would have its own portal.

You can learn how to add an announcement to the help center here: https://support.atlassian.com/jira-service-desk-cloud/docs/add-an-announcement-to-the-help-center/  If you are having issues after following the directions you would need to check your permissions: https://support.atlassian.com/jira-service-desk-cloud/docs/how-global-permissions-affect-project-permissions/