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How to use two separate knowledgbases depending on the product in JSM-Portal

Tobias Bendschneider
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May 17, 2024

Hello,

we are a software development company and have 2 different products which we develop and support. Now I would like to use Jira Service Management to handle the support for both products. The support team can provide support for both products, so I would have started with one project in Jira. However, we would also like to connect Confluence so that customers can also access the knowledgebase directly when entering data in the portal. I would now have to decide which knowledgebase should be displayed based on the customer. The customers cannot use both products, it is either one or the other. What is the best approach here? Or do I have to create 2 Jira Service Management projects in Jira?

Thank you very much!

 

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Sudarsana G
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May 17, 2024

If customers can only access one product's knowledge base and support portal at a time, it might be best to create separate Jira Service Management projects for each product. This would allow you to tailor the support experience and knowledge base content specifically to each product.

Here's a possible approach:

Create two separate Jira Service Management projects, one for each product.
Connect each project to its respective Confluence knowledge base.
Configure the customer portal for each project to display only the relevant knowledge base and support options.
Train your support team to handle tickets for both products, as they'll have visibility into both projects.

This approach ensures that customers can easily access the knowledge base and support options relevant to the product they're using, while also allowing your support team to efficiently manage tickets for both products.

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