Knowledge Base for agents Edited

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)?

1 answer

1 accepted

0 votes
Accepted answer
Ann Worley Atlassian Team Nov 02, 2017

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.

Thank you for the information.

Suggest an answer

Log in or Sign up to answer
Community showcase
Posted Oct 24, 2018 in Confluence

Atlassian Research opportunity with Confluence templates

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...

1,569 views 26 14
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