Is there a way to add exact link to Jira Confluence On Help Portal?

Question

Hi everyone.

We are using Jira Service Desk in connection to Confluence.

The Help Center has a link to customer portal with assigned Requests Types and allows to search for articles in the Knowledgebase (Confluence), but there is no option to provide a customer with a link to structured Confluence articles. At least it is not visible right away.

We would like to use the Help Center as a single point of customer interaction.  If a customer needs documentation - there a link to all available articles. If needs to submit a request - use service portal.

Does it even possible to achieve?

Thank you for your help.

Dmitry.

Dmitry Antanovich · Answer

Thank you, Judit, for your reply.

I have figured out that having to service desk projects is the way to add a separate link to Jira Confluence. The problem is that we don't have any requests in the Documentation project. We are planning to use it for Documentation purposes only.

I will see if I can add links to articles into the portal.

Dmitry.

Firas Amer · Answer

I have 2 different service desk projects set up in the portal ...so yes you can do it if you have different request types or customers.... I have added the same confluence page as Knowledge base for both projects. Even if you have 2 projects, there is one search field in the middle of the homepage.....so I just want to make sure it will always work, so my recommendation would be to add the knowledge base to all SD projects which can appear in the portal.

Showing a structure is very important especially that there is a limitation of showing only 3 (!!!!) search results..... and based on the status of the suggestion tickets it is not gonna be fixed soon....:(

As a workaround to show like a knowledge base structure to customers I have added a link to the announcement part of the Help Center which is linked to the Knowledge Base Overview Page (I just took the direct link from Service desk) where I list all the main categories I defined in the knowledge base.... if you have any other idea, let me know please :)

Dmitry Antanovich · Answer

I wonder if there is an option to place two projects into one Portal page?
Help Desk (/servicedesk/customer/portals) - is the link where we have navigation to our Service Desk Portal(/servicedesk/customer/portal/1)

Maybe we are to create the second service desk project and have Confluence in it only? But I'm doubted that Confluence page will show up with articles structure...

Jira Gurus, please advise.

Thank you.

Dmitry.