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Issues with knowledge base in service desk

Hi - I am having issues with service desk and confluence integrating as a customer knowledge base... a few things...


1. the pages render poorly and many items that format or load correctly in confluence do not load in the service desk (embedded instructional videos included... which is a big disappointment)


2. Recommended articles are not showing up, at least not for me


3. I can't seem to find any real customer support / configuration support outside community. 


4. I can't add a link to the knowledge base in the service desk portal unless I just create an announcement and paste a link in it. It feels janky. 


Any recommendations? Stuff I am missing? Thanks in advance.

1 answer

1 accepted

1 vote
Answer accepted
Pramodh M Community Leader Feb 01, 2022

Hi @Matt Bennett 

Welcome to the Community!!

  • Pages in the knowledge base are not yet rendering properly since the new editor was introduced!! Please raise an Atlassian Support ticket on this one
  • You can restrict the recommendations using labels or type at least a word to get good recommendations on articles. Confluence can't read your mind
  • this is a support website
  • You can add the link that links to Confluence pages from the Service desk ticket (let me know what exact error you are facing? may be screenshot is appreciated!!)


Thanks @Pramodh M . I am using labels but not seeing recommendations anywhere.

Will try a support ticket.

Here are some screenshots:


Item 1: no recommended articles

Item 2: No link to knowledge base besides the banner I made, and no recommended articles

Item 3: Videos not loading like in confluence and links just showing

Screen Shot 2022-02-01 at 8.13.27 PM.pngScreen Shot 2022-02-01 at 8.15.11 PM.pngScreen Shot 2022-02-01 at 8.19.22 PM.png

Pramodh M Community Leader Feb 07, 2022

Hi @Matt Bennett 

The recommendations will come up once you start typing the summary. Check once

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