Is it possible to have private knowledge base (KB) articles for Service Desk Agents?

Hello,

Is it possible to have private KB articles that service desk agents can use to answer customer questions? Some integration between Confluence pages and the JIRA Service Desk agent portal that finds similar content that isn't available to the customer via the JSD portal?

Thanks,
Nicholas Muldoon 

1 answer

Hey Mate, 

I think what you're asking is, can agents search for and view articles via the agent view (JIRA view) while answering a ticket? Not quite yet, but here's the JAC suggestion if you'd like to keep a watch: https://jira.atlassian.com/browse/JSD-1788

As you mentioned, via the customer portal, JSD will respect Confluence page/space permissions and only reveal articles the customer has access to via the Confluence site those KB's belong to. 

Cheers,
Jason 

Suggest an answer

Log in or Sign up to answer
Atlassian Community Anniversary

Happy Anniversary, Atlassian Community!

This community is celebrating its one-year anniversary and Atlassian co-founder Mike Cannon-Brookes has all the feels.

Read more
Community showcase
Kesha Thillainayagam
Posted Friday in Confluence

We want to hear how your non-technical teams are using Confluence!

Hi Community! Kesha (kay-sha) from the Confluence marketing team here! Can you share stories with us on how your non-technical (think Marketing, Sales, HR, legal, etc.) teams are using Confluen...

287 views 11 10
Join discussion

Atlassian User Groups

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!

Find my local user group

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

Groups near you