Help Desk Customization

Leonor Vilhena

I'm setting up the Skill Yoga Help Desk and I have some questions.

- How can I customize the cards in the 1st page of the help desk?

- Do the customers need to login to Atlassian to be able to reach the help desk and the knowledge base? How can we create a way that they don't need to login?

- How can I put the Knowledge base articles visible in the help desk? Until now I can only have access if I search for it.

- Is there a good tutorial about the customisation of the portal? I find very non intuitive.

Jack Brickey

Hi Lenor, welcome to the Community. I would first suggest consuming some intro documentation as it might give you a more complete answer. Here is a good place to start - Getting started 

with that said here are some answers to you specific questions...

• Customize cards - What do you mean by "cards"? If you are talking about the Portal there are Request Types that have associated forms that you define under Project settings > Request types.
• Login options - There are three potential channels associated with customer access: email, Portal and Widget. The email method doesn't require login but doesn't allow the customer to view details of requests obviously. The Portal requires login to create/view existing issues. The Widget is javascript that is added to any webpage you may have, presenting a "Help" icon where you clients can open a request without logging in but they will need to provide their email address each time. The Widget is only a means of creating a new issue not checking status of existing issues.
• KB articles - this is contextual offering KB articles once the customer searches or begins to open a request. you cannot (OOTB) place articles on the Portal directly.
• Portal customization - pretty limited unfortunately (IMO). Here is an article that captures what can be customized - what-can-i-customize-about-the-help-center