Is it possible to make a link in Customer portal Service Desk to a specific article in Confluence?

Question

We are testing out if we can use Confluence articles as an information page for customers (1 page per customer groups).  This is for sharing e.g. updates on a customer project, meeting notes, a log etc.   We are testing out to make a link to the article in the Jira Service desk service portal in the "Announcement" field.

This works fine, but the problem is that the customer will then open confluence and get access to the the Confluence navigation and be able to see the "people" directory with all other customers from other companies.   It will also require that we give all customer a confluence license, so this may not be the best choice.

Will it be possible to insert a link to an article in Confluence in Jira Service desk so that the  article pops up the Jira Service desk service portal? I am then referring to  how a confluence article pops up in jira service desk service portal when a customer click on suggested article.

If this is possible, then the customer would not need to open confluence at all which would have been perfect.

Anyone have a suggestion how this can be solved?

darleneashleigh.jeter · Answer

Thanks as I found the same issue when I attempted this solution.

That Guy · Answer

After same solution...Confluence with JIRA issues plug is good, however when extracting to PDF, so we can email the customer a summary of their service desk tickets, hyperlinks go to our internal JIRA url and not the configured portal URL (so useless for customers).

Angélica Luz · Answer

Hi Geir,

Thank you for reaching out to Community and thank you for all the details.

It's possible to add a direct link to an article that will open in the portal and not in Confluence. This link is already ready and you just need to copy. Please, go to the Service Desk project and click on Knowledgebase.

On the next page, you can click on All articles and select the desired article. On the right side, you will see the option to copy the sharable link and this link you can add on the announcement for customers.

Please, give it a try and let us know how it goes.

Regards,
Angélica