Publishing tickets to client portal

Question

I'd like to create a service management project where tickets are questions that are frequently asked and become "knowledge articles", NOTE: not a knowledge base from Confluence.

These tickets would be created internally by the support analyst working on client submitted tickets, so a two separate ticketing systems (one for the bugs/questions submitted by the client and the other internal for these FAQs). This FAQ ticketing project would not be visible to the client, only the output of what we "publish". These tickets/questions would then become searchable in the client portal. How do I get newly created service management project tickets to be visible on the client portal when a client searches and hits keywords that the internally-created ticket may contain?

ETA: My product plan is paid for, however, it shows I am on a free plan as I use it to create "throwaway" projects for testing.

Grethel Campos · Answer

Hi @Ste Wright

That is partially correct.

The project would NOT be visible to the client to submit questions. This would all be run internally by us (the agents). If the client does a key word search in the Help Center, for instance using the below example of “API”, the article would display as a link in the Help Center.

I think this is ideal for simple questions as opposed to full documentation which can remain as Confluence pages published to the Help Center. I don't think we want to create a whole confluence page for each question as then our Confluence pages would be endless.

I know this is possible as it was done at my previous company, however, I was not an Admin. Simply "resolving"/"closing" the ticket, "published" the ticket as a linkable page in the Help Center to the details of the question and answer without the ability to comment on it. I assume this was done via automation. I also remember and confirmed that the create page didn't require a Request Type so I'm not sure what issue type would not require it if it's not a true request.

I hope this better explains.

Ste Wright · Answer

Hi @Grethel Campos

Just to confirm - you want...

* A separate Project on the portal, which is...
* Searchable on the portal, so a customer can find tickets with FAQs?

...is this correct?

Why wouldn't you create a KB in Confluence for this?

Ste