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Knowledge Base for agents

KRC

We know that a KB can be used towards self-resolutions/troubleshoot for customers issues via Jira Service Desk, Is there a way to create a KB just for agents(internal) working on customer tickets and KB's should only be visible and accessible to agents of a specific JSD portal and carry same KB scheme with different Kb articles on to other JSD portals as well. Can this be done at the service desk, rather than going to confluence or any other data storage(SharePoint, local folders & files etc)?

Accepted answers

AnnWorley

Jira Service Desk provides knowledge base access through integration with Confluence, as described in: Serving customers with a knowledge base, so there isn't a way to create the KBs without Confluence.

You can definitely set up knowledge base articles in Confluence and set the permissions so that only Service Desk agents can see them. The page templates that come with Confluence make it easy to get a consistent look and feel for the articles.

Please let me know any follow up questions.

All comments

AnnWorley

Please let me know any follow up questions.

KRC

Thank you for the information.

Christof Hurst

We tried this. But this will produce empty "help pages" for customers as these page are also indexed an title will be presented. It would be nice to connect an "internal" KB only for agents.

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