Show knowledge base article in customer portal

Question

When looking at an issue in the customer portal, is it possible for customers to see a direct link to a knowledge base article? Right now, customers can only see an issue's description, summary, status and comments but I wonder if I can add a knowledge base article too. Can we add certain fields to the customer view of an issue?

I can see how customers can search for certain articles but not how our service agents can add a correct link to an issue so the customer can open the article directly from an issue on the customer portal.

Any help would be appreciated.

Vando Goncalves _e-Core_ · Answer

As @Juan Manuel Ibarra said, you need to integrate Jira and Confluence in order to show articles into your customer portal.

Also, this allows you to suggest KB Articles to the customers when they are creating a new request, based on what they are typing in the summary versus the tags you define in that article.

Juan Manuel Ibarra · Answer

Hi Anthony, To make the knowledge base to be seen in the portal you must integrate jira with confluence. In this link you can see the documentation on how to achieve it