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.
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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