Showing internal knowledge base articles against tickets for agents

Question

Hi,

Im not sure if this is by design or something is misconfigured, we only seem to be able to view external knowledge base articles in the knowledge base section against the tickets in the agent portal. It wont show anything from the internal knowledge base?

Thanks

Dimitrios Kouroumichakis · Answer

I'm having exactly the same problem :/

It would be perfect if the agent view had an option to switch between external and internal, or if items could be marked with a key icon.

Tom Jörg · Answer

Hi @james_watts

I just stumbled upon the same thing. I guess that this is by design. Since agents can share the knowledge base links directly via comment to a customer this probably makes sense, so that they do not share any links where customers do not have access.

But I guess, that this also means, that agents can only access the internal kb via the Knowledge Base navigation item in the space:

Which is not very satisfactory. It would be nice to be able to see suggested articles from the internal kb in the work item view as well.

Maybe someone else finds a solution to this...

Cheers,
Tom

Staffan Redelius · Answer

Hi @james_watts and welcome,

How are the permission for the internal knowledge base set up? It sounds like the internal knowledgebse only is available for licensed Confluence users.

Unlicensed users can only access spaces or pages in Confluence that allows "Anonymus access". That will make the information visible for everyone on the internet and that might not be what you want.

One other possibility is to set up a Confluence guest space for the agents but it will not be visible for external users (anyone on the internet)

Assign space access to guests | Confluence Cloud | Atlassian Support

The last option is to move/duplicate or replicate information from the Internal Knowledge base to the external.

Best regards,
/Staffan