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JSD: Knowledge base look and feel

Hello community,

I'm wondering: is there a way to change the way the Knowledgebase appear in the portal of the client?


Is there a way to first show the options to create a request and if he needs to go to knowledge articles get a button or a "Need help click here" link?


It's because when the client goes into the service desk they will first always enter to the knowledge base and then they have to click to create a request. There is any way to change this?



1 answer

0 votes

Hi Auwlyee,

When the customer logs in the customer portal, the first page that they should see is the projects that they have access or the request types available (in case they have access to only one project):

Screenshot 2019-03-26_14-44-43.png

Just for us to better understand and help you with this issue, can you send us a screenshot of the page they are seeing?


Hello Angelica,

Thank you so much for your reply.

When the customer has only one service desk project to access it should take them directly to this page:



But if you create the "knowledge base" and liked with Confluence the first page after logging is this one:


There is any way to create a button or link for the knowledge base in the raise request page? or like a link? 

The workflow for this now is: login page > knowledge page> request page

Is there a possible way to change it to: login page>request page> knowledge page (with a link or another button so the person can see the knowledge if they have a question)

This is a concern for our customers because everytime they want to made a request they have to go to knowledge page everytime.

Thank you,


This page is related to the feature "Category", so when someone created a category, the articles will always appear first.
You can find more details on the link below:
- Knowledge is power!
If you remove the category, customers will be able to search normally for the articles on the search box or when they are opening the ticket it will show some related pages based on what they are typing.

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