nav[aria-label="Primary Navigation"] { padding: 0; & ul { list-style: none; width: 100%; display: flex; flex-direction: row; justify-content: start; align-items: start; gap: 30px; padding: 0; & li { margin: 0; } & ul li { list-style: none; } } }

External knowledge base - browse articles, not just search

Philip Wroblewski

Hi,

We're looking to set up an external customer-facing knowledge base.
I've figured out how to link the portal to be able to search the knowledge base.

My question is, is it possible for the customer to browse the knowledge base, without having to enter a search? If so, how do we do that?

Thanks,

Philip

@Bryan M thank you for providing insight here, that works well! Just so it doesn't get lost in the mix, here's the response.

One of the features you can use on JSD cloud is knowledge article categories. If you do this, you'll expose your desired KB articles to your customers before they can do a search on your portal. And you get to group them up and highlight them according to your needs.

Example: https://support.atlassian.com/jira-service-desk-cloud/docs/what-are-the-benefits-of-knowledge-base-categories/

How to: See: https://support.atlassian.com/jira-service-desk-cloud/docs/categorize-knowledge-base-articles/

Accepted answers

All comments

Boris Berenberg - Atlas Authority

This is not currently possible. You may be able to accomplish something like that with a custom theme for JSD + Conf which embeds the content. I would expect you would need the server version to pull this off.

Charlie Allen_18wm5q

Shame, thats exactly what we'd like to do too.. surface Service Desk Knowledge base content to SD customer users. Would have thought this was core

Addactis Support&Operations

We are interesting in using the same behavior (this is having customer browsing the knowledge base, without having to enter a search).

Have you been able to implement this ? if this is the case, can you please provide some hints to implement this ?

Thanks

Philip Wroblewski

Yes, somewhat.

I created everything under an Overview parent page. The parent page has a 'Children Display' pages control. I then added a link to the parent page wherever appropriate - e.g. in the intro section of the service desk pages. This way someone can navigate through the page structure.