Using JSD widget , and when selecting an article the SD help portal displays

Question

We have embedded the JSD Help widget on our website which works fine however ,when we click on an article in the Related articles list, the SD help portal opens and we want the Customer help portal to open.  Are we missing a setting?

Our Customer Help Portal looks great but we can't launch it!

Thanks!

Angélica Luz · Answer

Hi Kim,

If they are agents with a license or customers with an Atlassian account, they will be redirected to a different page due to the Atlassian account. Only customers will be able to see the articles on the customer portal, those who has an Atlassian account will see the articles on Confluence.

Regards,
Angélica

Kim Hubbard · Answer

Angelica,

The article displays in the Widget correctly when it is selected.  The problem occurs when the user selects other Related articles - the User is taken to the Jira Service Desk Agent portal not the Customer portal which is what we need.

Thank you,

Kim

Angélica Luz · Answer

Hello Kim,

Thank you for getting in touch with Atlassian Community!
I've tested on my local environment and when I click on an article, it shows on the widget.

Just to make sure that we are on the same page, you need that when someone clicks on the article, the article shows on the widget instead of open the customer portal, is that correct?
Is it happening on all articles?

On the screenshot below it shows how my widget is configured, can you please check if your widget has the same options enabled?

Regards,
Angélica