Hi guys,
we are updating our internal knowledge base for our support team and we have been using Confluence for this matter. We also use Jira for the internal tickets and would like to build an external KB in the future for our customers.
My question is, what is the difference between Confluence and Jira Service Desk? What is the purpose of Confluence and what is Service Desk for? Should we build our internal Knowledge base in Service Desk or Confluence? And why so?
Lots of thanks!
well, they're two different tools for two different things: [in short] Jira serves to organize your work and Confluence is for documentation management. you can create a JSM project to stay in touch with your client's requests, create a Confluence KB and connect it to your JSM project as KB.
you can check these articles for further info:
Hi @Melodía García and Welcome to the Community.
You can 'publish' you Confluence content to JSM (Jira Service Management, the artist formerly known as Jira Service Desk).
The idea is that you still use Confluence to manage your documentation (add, update, edit, etc.) and then sync it to the JSM - this is what @Susanna Babayan suggested.
This approach has some advantages, such as you can make the content available to both the Agents and the Users in one place, making is easy to search and share the content.
The downside is less then optimal navigation, content structure options are limited, and so is any chance of your customer (or a prospect) embarking on a product discovery journey.
I'd explore what can be described as a hybrid approach. In this scenario:
Either way, Confluence is a much better tool to create and organize AND consume your content.
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Guau, great reply, many many thanks to you both. You have helped me a lot :) Thanks!
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