Can I integrate our website and user guides with service desk search?

As with many software and service vendors we have a public website and online tutorials and user content. We would like to integrate the search within service desk to include both content in JIRA SD, Confluence and that public content we manage without having to duplicate this.


The goal is allow our service desk team to access consistent internal and external information.


Is it possible to index and search this additional content somehow?

1 answer

Hi Rodrigo,

Unfortunately I don't believe it's possible for Service Desk to index non-Confluence content. This would probably be a great space for a plugin developer to come in and work on, although I think it would be a difficult technical challenge because of "not knowing" what's on the other end of the link.

One thing you could look at doing, although this doesn't really do what you're asking, is take a look at RefinedTheme for Service Desk. This lets you add content/modules to your customer portal pages. If you have categories of articles to link to, you could add these as columns under your request types and link out to your external KB. Here's a small-ish screenshot from their product page showing what that can look like.

Cheers,
Daniel

Suggest an answer

Log in or Sign up to answer
Community showcase
Asked Dec 06, 2018 in Jira Service Desk

Looking for teams who switched from email to Jira Service Desk

The Jira Service Desk marketing team is working on a guide to help new Atlassian customers switch from email to JSD and we'd love to hear from you! Please share: - What made you realize that i...

807 views 6 10
View question

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