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

Next challenges

Recent achievements

  • Global
  • Personal


  • Give kudos
  • Received
  • Given


  • 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

JIRA Service Desk / Confluence Knowledge Base Optimization

Brant Schroeder Community Leader Oct 12, 2018

I am interested in learning more about what others are doing to ensure that articles are easy to find in their Service Desk Search.  Specifically I am interested in:

  • What standards have you setup for users creating KB information?
  • How are you using labels?
  • Are you restricting search for specific request forms to specific labels?
  • Do you have any naming conventions for articles?
  • How are you organizing the KB?
  • Do you allow users to just search the KB without being in the service desk? 

1 comment

For us, we use a template for KB information, they are submitted to a separate space where they are curated by the service desk team (typically the lead) and published into the KB.

Labels are keywords to us.  So you're searching for phone, skype, Outlook, etc.

Our KB's are usually titled How-To: (whaterver),  Quick-Tip: (whatever).  They're organized by area.  Application - Office365, Skype, Word, OneDrive, Hardware, OS,... etc.

We let the users search, of course in confluence.   We don't mind as long as they are able to get to the information.


Log in or Sign up to comment
Community showcase
Posted in Confluence

What do you think is the most *delightful* Confluence feature? Comment for a prize!

- Create your own custom emoji 🔥 - "Shake for Feedback" on mobile 📱 - An endless supply of GIFs via GIPHY 🤩 Is there anything quite as nice as a pleasant surprise? Comment below with what...

402 views 23 8
Join discussion

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