how does integration with confluence knowledge base work and what licences do I need

I want to use service desk for my internal customers, i.e. not publicly accessible, so that they can log in and create requests.

I also want to create a knowledge base for my service desk that my internal cusotmers can access.

I don't really understand the licensing for this.

Assuming I have 100 internal customers that need to create requests and search and view (not create) knowledge base articles, 2 service desk agents and 2 confluence article writers. How many licenses do I need for Service desk, and how many do I need for confluence?

1 answer

1 vote

Hey Andreas, 


You would need to get a license on JIRA Service Desk for 2 agents (the smallest one) and a license in Confluence for 2 users! 

Your customers on JIRA Service Desk will be able to browse the Knowledge base created on Confluence for free. 

For more detailed documention, you can check this article : 

thank you so much for your answer, Hermance!

A follow-up question I forgot to ask, with those two service-desk and two confluence licenses, I can still restrict access to both service desk and knowledge articles so that only my 100 users can log in and see it - i.e. it won't be publicly available for anyone?

btw the link gives a 404 error message

The link has had punctation added to it.  I do that all the time - end a sentence with a link, and then add a full-stop to the end of it for correct grammar, which then breaks the link.

Try removing the %C2%A0 from the end.

I've posted this long explanation because there are quite a lot of links with similar problems here, and you're going to see others.

p.s you will need 10 users for Confluence - that's the lowest tier you can get if you need 2 users.

Hey sorry, here is the proper link 

As nick said, you need to get the lowest license so 10 users on Confluence and 3 agents on JIRA Service Desk. And yes, the knowledge base will be restricted to the customers in your user management base. 

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