Service Desk to provide resources

Jarrod Neven

Wish to use Service Desk for external customers to be able to download documentation.

The knowledge base via confluence only seems to allow access when searching. Need to be able to list the confluence pages so the user does not search for it.

Would even be happy if there was a way of adding in external links, to dropbox downloads. This would be better than nothing.

Any ideas?

Shannon S

Hi Jarrod,

The issue is due to the fact that you need to have an Atlassian account to access Confluence. Have a look here:

• JSDCLOUD-4901

If you need your customers to directly access Confluence to browse through KB articles, you can either:

1. Make your space anonymous-accessible. This will mean that anyone will be able to browse your KB articles without needing to log in. If you are experiencing issues as described in CONF-30161 then please make sure you have linked your space to a JIRA Service Desk project via Project Settings → Knowledge Base as this fixes the problem.

2. If you do not want to make your space anonymous accessible, ie. you want customers to explicitly log in before they can see Confluence, then you must convert your customer user accounts to Atlassian accounts. You can convert them yourself using the instructions on https://confluence.atlassian.com/cloud/select-the-right-account-for-your-jira-service-desk-customers-873871210.html or you can file a support ticket and our support can bulk migrate your customer accounts to Atlassian accounts. Having an Atlassian account does not consume a license.

I hope this helps! Let me know if you have any questions.

Shannon