The best help center design update to Jira Service Management...EVER! 🚀

[#1]

The help center is a critical component of your service experience, whether you're supporting employees or customers. It serves as the front door where users come for all their support needs, making it an essential tool for ensuring smooth and efficient service delivery.

So far, Jira Service Management’s help center has allowed you to get started quickly, providing a straightforward and user-friendly platform. However, we understand that there have been limitations on what you could customize, which may have restricted your ability to tailor your help center to fully meet your specific needs and preferences. Our customers have been vocal about their desire for more capabilities to customize the Help Center.

We are here to say…..we've heard you and are seeking your feedback to help bring you some of the biggest updates yet to Jira Service Management’s help center.

Flexible Help Center Capabilities Early Access Program

We are pleased to announce that we are currently recruiting customers to participate in our Flexible Help Center Capabilities Early Access Program. This program offers you the opportunity to influence a variety of features that enable you to tailor your help center to suit your specific requirements.

Here are some of the key features that we are looking to enhance the flexibility and functionality of your help center:

• Enhance the user experience by incorporating images, videos, text, or URLs

• Flexible layouts that enable admins to hide or show existing content and change the order

You can learn more about it in our support documentation here.

Help center examples:

Here are just a few instances of Jira Service Management’s newly developed help centers that we have established, and we'd love to see what you all come up with! (share below in the comments )

Join the Early Access Program

Are you excited about what’s to come?

Please sign up here to join the early access program. This capability is available in premium and enterprise editions of Jira Service Management. We would love your feedback to help direct our flexibility feature in the help center. Spacing is limited, we apologize in advance to anyone who wants to join but is unable to.

Disclaimer: If you are currently utilizing Forge or Connect apps within your help center, participating in the EAP may lead to changes in the feature functionality that could impact your current experience.

[Dave Mathijs]

Looking forward to the development of customizable help centers.

For starters, it would be nice if Atlassian would offer a large set of freely usable icons/avatars for the request types.

[Harrison Ponce]

This is great! Hope we can participate!

[Jimi Wikman]

It will be interesting to see how this compares to Refined, even though this is still an inside out approach instead of building from the customer perspective and in, it is still a step in the right direction.

[Jana Bohackova]

Received early access—now we can have static text without any workarounds! Clean and easy. Hurray

[Sushant Koshy]

@Jana Bohackova - Excited to see what you have built. Glad you find it valuable. 😊

[Simon Carter]

Love the functionality and scope this provides, but a key update would be too able to display the Help Center tiles on the main portal page.

Similar to the way you can display tiles to the different project portals. This would allow a centralised view of all the Help Centers available in the project and direct users to the relevant area.

Many Thanks

[Rosa M Fossi]

@Jimi Wikman  After eyeballing the docs, I'm not sure that it's a replacement for Refined since the portals themselves seem to remain the same...  That is unless the "topics" can function as cards for the request forms 🤔.  Unfortunately, at-a-glance, it seems like topics are a new "page" where multiple links can be compiled. 

I'll have to cross my fingers and wait for an invite to the EAP to tell whether this enhancement meets our specific needs. 🤞🏼🤞🏼🤞🏼

[Semilore Ajibola]

The additional customization options are really helpful!  Along with having some of these customization options within portals, being able to use rich text and customize layouts within Help Center modules like "Topics" and/or to have those features accessible within the "Rich Content" sections would be a welcome evolution.

[Gabriel Viger]

Very nice feature so far!

Here's my feedback so far:

I would have wished to control who can see specific Help Centers from the Help Center settings.

Ex.: I would like to use a single site to serve both my internal and external customers and be able to restrict visibility at the Help Center level rather than the request type level or playing around with my permission schemes to limit visibility.

There are a few aesthetic bugs in the rendering of text content when using the RTE (line spacing when text is centered, size of font (editor vs rendered content).

We cannot move sections even tho there seem to be a drag-and-drop feature to do so.

Edit: Saw the options button to move section on the right side of the section.

Keep up the good work :)

[Ricardo Nevarez]

Is there any update on when this is planned to be generally available?