I am working to build a self-serve helpdesk including articles with product know-how and troubleshooting for my customers.
I love using confluence for my team, but I am hoping to have some way to get it to my clients. I am using Jira Service Desk which I love for the request tools, but don't like the limited customization of the links and sections on the customer help center portal.
Is there any way to pull confluence content dynamically into a public webpage? I could then have my web team create pages on our site to include such information and have my team update articles on our end to update our pages. I want to be able to give my clients a link to a support article page and give them the same feedback/comment options as they would using the confluence web-app. (Just not with the controls and left side-bar)
Please let me know what you think, I have been toying with Zendesk recently as their "Guide" Knowledge base options are great, but require you to also use their annoying request tools and of course their ticketing system.
Have you linked your customer portals to appropriate Confluence knowledge base spaces? That function allows Service Desk to suggest articles to help your customers out when they start raising requests and gives your Agent a quick "create KB page from this request" function.
For the Customer portal, Atlassian have started to improve the customisations you can do, but I don't think it's yet what I'd like to see. I'm quite fond of https://marketplace.atlassian.com/plugins/com.refinedwiki.jira.servicedesk.refinedtheme/server/overview which does allow for links and searching.
I should admit some bias - I don't work for RefinedWiki, but I've worked with them a few times in the past, and travelled across California with one of them recently.
I have everything properly linked, the products are functioning as expected. I simply needed a better customer portal essentially.
I don't know why I didn't think a plugin could do just that, but thank you so much as this really helps! The issue is we are currently using Jira Cloud which prevents some of these plugins from being useful.
I was also going to ask if links connected between help desk articles would keep the customer in the article view and not drop them into confluence somehow, or if there was a direct way to get the link to the content in the article view so that I could give those links to my help desk team so that they could offer them to clients over the phone?
Had you considered using Scroll Viewport for your self-serve helpdesk? This app allows you to deliver Confluence content (e.g. pages, blog posts etc) to the web, and I think would serve your specific use case well.
Having a Viewport activated within your Confluence space would provide you with the option of having an alternative view for your content. For example, you could author your customer support articles in Confluence and then display this same content in a way that suits your customers' needs, via the Viewport. Atlassian uses Scroll Viewport in this way for its own documentation section within their support portal.
Should you want to find out further information please see our Atlassian Marketplace listing. Additionally, you can also choose to trial the app to see if it would suit your requirements.
I hope this information helps.
Thanks, Thomas (K15t Software)
Do you use templates with Confluence? Take part in a remote 1-hr workshop. You'll receive USD $100 for your time! We're looking for people to participate in a remote 1-hr workshop...
Connect with like-minded Atlassian users at free events near you!Find a group
Connect with like-minded Atlassian users at free events near you!
Unfortunately there are no AUG chapters near you at the moment.Start an AUG
You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs