Knowledge database // review before creating a ticket

Federico M.

Hi! we would like to have a knoweldge database so that our users check if the question they are going to create already has an answer. 

The way it is working for us is that the "related alrticles" show up while they are trying to create the ticket, not before. Is there any way that this functionality could be placed before the screen of creating the ticket? 

Thank you!

Angélica Luz

Hi Federico,

When the customer login on the customer portal they can search for articles before opening a ticket, but in this case, it will show only three results.
A workaround could create a page on the Confluence space with a summary of all articles for the customer to check, but in this case, the customers must have an Atlassian account.
You can check the difference between what they see as a customer and what they will see with an Atlassian account and also how to migrate their accounts on the article below:
- How can I make my users and customers see Confluence pages without a license?

Hope this helps!

Regards,
Angélica