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Suggested KB articles for tickets created by agents


We are in the process of setting up Jira Service Desk and Confluence. When a customer use the portal to raise a ticket the system automatically suggests relevant articles from Confluence. This is great, but we would like to have the same functionality inside Jira, when an agent creates a ticket on behalf of a customer dialing in. Is this possible? Also, how does a Service Desk Agent create an article in Confluence directly from a ticket in Jira Service Desk?

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Hi Erik,

Welcome to Atlassian Community!

The knowledge base for Service Desk was added in order to help customers to find the resolution for their issues without creating a ticket and also for them to be able to access articles suggested by agents.

Currently, the option to show articles while creating a ticket is available only for the customer portal, so agents can go to the portal and create tickets on behalf of the customer and also see the suggested articles.

When using Jira, agents are able to see related articles as well and create articles after the ticket is created.

New issue view:

Screen Recording 2019-11-18 at 05.51 PM.gif

Old issue view:

Screen Recording 2019-11-18 at 05.52 PM.gif

If you have any other questions regarding this matter, please let us know.


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