Where do you direct your customers to for Support & Knowledge

[Ian Dwyer]

Hi everyone,

I'm know to Jira/Confluence so am a tad confused. If we store all the Knowledge Base articles etc in Confluence do you have your customers go there for all the Knowledge Base info then go to Service management for Support tickets?

Is there an easier one stop "shop" to give everything? I'm almost bald from scratching my head.

[Tansu Akdeniz · Accepted solution]

Hi @Ian Dwyer 

Welcome to the community.

Customers do not go to Confluence for articles. When you create an integration, they find them in Jira Service Management search screen. You just need to go to Jira project -> project settings -> knowledge base page and create a link to Confluence space.

Please also check this: https://support.atlassian.com/jira-service-management-cloud/docs/set-up-a-knowledge-base-so-customers-can-serve-themselves/

[Ian Dwyer]

Thanks Tansu. So we hide the Confluence Page so no-one external can find it?

[Tansu Akdeniz]

You are welcome. Yes, if you hide a page, it won't be visible.