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Hi everyone, we are very excited to share the release of a new Premium and Enterprise feature in Jira Service Management help center called Topics.
Topics allow admins to simplify the way end-users navigate content in the help center. Admins can create topics and group request forms and knowledge articles from different portals in a way that is meaningful for end-users. This new capability enables end-users to easily and quickly find the resources they are looking for.
To set this up, select the Customize tab in your help center to open up the customization panel. As an admin, you’ll see Edit home page layout. Upon selecting this, you can start creating some topics!
Let’s say you want to create a topic for in-office employees. You can select Create topic and give it a name and short description like Office Essentials. Once this is complete, you can select items from different portals to add to your topic. For example, you can add request forms that allow employees to reserve a desk in the office, request a badge, and report maintenance issues, and knowledge articles such as how to order a badge and commuter perks and benefits. You can also reorder these items upon adding them to a topic.
From here, you can select Done to temporarily save the topic. Keep in mind that this doesn’t make the topic visible on your help center yet. Once you are in the Edit home page layout screen, you’ll see all the different topics that have been created on your site. You can drag and drop to reorder the topics as you see fit. These changes become available for the end-user to use after you select Publish layout.
Learn more about how to create and manage topics and how to manage the visibility of topics.
Product Marketing Manager