Difference between creating a knowledge base in confluence and in jira

Question

I need to make a Knowledge base for our company customers. But I cant get how to make it. I thought I can make a KB only in Confluence as a space but then I saw that I can create a KB in Jira via Service Desk? I am puzzled. Can you plese tell me what is difference? What is better to choose if I want customers to be able to see only articles, FAQs and not other projects and our company tasks and documentation. Thank you.

Fabio Racobaldo _Catworkx_ · Answer

Hi @Oxana Ermolaeva ,

it depends form knowledge base settings on your JSM project. Ususally you should have a single confluence space linked to a specific project. Just customer of that jira project should be able to see knowledge base on the related confluence space.

This is an useful article https://support.atlassian.com/jira-service-management-cloud/docs/manage-knowledge-base-permissions-from-your-service-project/

Hope this helps,

Fabio

Oxana Ermolaeva · Answer

Hi @Fabio Racobaldo _Catworkx_ thank you so much for your help. So if I write articles in confluence KB, clients can find these articles in Jira, right? I have one more question and would be glad if you could help me with it. If I make articles in KB in confluence, my clients will have access to them, but not to other Jira projects and spaces in Confluence right? I want clients to have access only to our Knowledge Base.

Fabio Racobaldo _Catworkx_ · Answer

Hi @Oxana Ermolaeva ,

welcome to the Atlassian community!

Create Knowledge base button in JIRA will redirect to a Confluence page. So, Knowledge base articles will be always on Confluence side.

Hope this helps,

Fabio