Addon for questions leading to some sort of knowledge base?

Dear all,

I am looking for a plugin or addon for Confluence that can help me with our Helpdesk/Servicedesk. I don't know the name so I will describe it:

I want my users, when they have a question, choose a path to end up on the right page for information. That you start with a question like: What do you need help with? And the choices are 1, 2 or 3. And, depending on the answer, they get a new question etc etc.

I hope you guys understand and that there are possibilities.

Thank you!

1 answer

0 votes

If you were to use JIRA Servicedesk, and hook up the Service Desk projects to "Knowledge base" style spaces in Confluence, then when users start to enter a new service request, it automatically searches for and suggests KB articles for them to read before raising the requests.

For Confluence alone, there's the "Questions" add-on which encourages a community to do self-help, and includes the function you can see when you start typing a new question in at the top of Answers here (Atlassian Answers is based on a tweaked version of that).

For other Service Desk applications, I suspect it's more up to them - they'll need to have add-ons/plugins that can read and index Confluence, and do the searching for your users

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