Do users who access Service Desk with a login also require a license to use Confluence KB?

We are using Service Desk with 10 agents supporting about 1100 customers and we want to have a Confluence KB linked to Service Desk for self-service.  Only our 10 agents will create and mange content in Confluence and we're not sure if we need to purchase licenses just for the 10 agents or licenses for all the customers who we want to use the knowledge base.  The licensing wording is a little vague.  Can anyone provide more clarification?

3 answers

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Accepted answer

One way to do this without the need of creating Confluence accounts for each customer is by creating a Knowledge Base Confluence Space to be used by customers only, and change the permissions to allow anonymous users to view it.

Now, in order to be able to access this space by anonymous users, first you have to change the Global permission to allow anonymous users to use Confluence, second, you have to double check that all spaces that are not wanted to be exposed to anonymous users, are restricted (it is setup by default this way). Lastly, you have to enable the "View" permission in the customer knowledge base space to anonymous user.

There is a caveat with this approach though. The content is shared among all your customers. This means that the content should not be sensitive to one particular customer because all other customers will be able to see it as well.

Thanks so much for that clear and helpful answer Rodolfo.  That is super helpful.



yes this is the only solution but currently we don't like it sad

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