Create
cancel
Showing results for 
Search instead for 
Did you mean: 
Sign up Log in

Next challenges

Recent achievements

Recognition

  • Give kudos
  • My kudos

Leaderboard

  • Global

Trophy case

Kudos (beta program)

Kudos logo

You've been invited into the Kudos (beta program) private group. Chat with others in the program, or give feedback to Atlassian.

View group

It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

Service Desk/Confluence Best Practices

I'm setting up an instance of Service Desk and I am using the associated Confluence Space for the first time. I already have a bunch of pages written from when we developed the product but they are all in the internal space in confluence along with a bunch of other pages we don't want to expose to service desk customers. What is the best approach for managing these pages? I'd prefer to keep them in the same space they are currently in because internal users are used to looking for them there. Is there a way to expose certain pages to the SD customers without having to link the internal space to SD and then go through page by page to identify which ones should be public and which ones are private? Is there some other simple solution I haven't thought of? 

TIA!

-Kathy

1 answer

1 accepted

0 votes
Answer accepted
Meg Holbrook Community Leader Jul 09, 2018

Hi Kathy,

Can you give a little more context around what kinds of articles were created when you developed the SD and Confluence spaces? 

From what I'm hearing, you have internal help desk articles mixed in with customer-facing self-help articles, and you're looking for a good way to delineate the two. 

If you want to keep continuity in the location of content for your internal teams, I'd highly recommend creating a separate external customer-facing space, and clone the needed pages over. 

The issue with applying individual page security is that it is time-consuming and you can't easily manage these at scale. The earlier that you distinguish the two Confluence types: internal and external, the less work this will be to maintain in the future. 

There may be pain in the beginning as agents transition into a new way of thinking, but I think the gains long-term are going to be better. 

Thx, I figured that was the best way to go but I wanted to make sure I wasn't missing a sneaky trick to get around it :) 

Suggest an answer

Log in or Sign up to answer
TAGS
Community showcase
Published in Confluence Cloud

Share your Confluence Cloud experience for a chance to win $500!

Take our 5-minute survey to win a $500 Visa gift card! Are you currently using Confluence Cloud? We want to hear from you! Fill out this quick survey about your Confluence Cloud experience so we ...

159 views 1 8
Read article

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you