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Give access to Knowledge base to clients

Ann Marie Guinan

Hi,

Over Christmas we would like to trial Knowledge base access to our customers, what is the best method of doing this? Can we set up a link on the request type page or a direct link to the knowledge base to deter requests over Xmas and encourage self solutions?

Ann Marie

Accepted answers

Ann Marie Guinan

Hi guys,

I have solved this. Under Applications - Jira Settings - Jira Service Desk - Configuration - Help Center, View and customize your Help Center, as well as change your Help Center announcement - click view and customise - on the right hand side - there will be a try new help centre. Turn this button on and the layout will change to add support tickets and learn more about knowledge base articles.

All comments

Victor Mutambuki

Ann Marie,

Self solution isn't guaranteed that's why you still need your agents in the case customers don't find a solution.

Victor

Victor Mutambuki

You can however, configure your SLAs to ignore working on christmas day or any other holiday.

Ann Marie Guinan

Hi Victor,

Yes we understand this, we will have an email notification sent up to send to agents when a support ticket is created. It is more so in the event of small queries where we have knowledge base articles created so that clients can self-resolved by browsing through the knowledge base.

Is there a way that we can link the Get IT help to the knowledge base?

Alex Gay

Yes:

https://confluence.atlassian.com/servicedeskcloud/set-up-a-knowledge-base-957150219.html#Setupaknowledgebase-link

Victor Mutambuki

Ann marie,

I just don't see how.

Victor

Ann Marie Guinan

Hi guys,

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