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Meet the New Help Center - New Jira Service Desk Customer Portal Coming

G July 18, 2018

Atlassian is working on an updated help center.  There are a ton of great things involved (fixes and new features), but I think that a lot of customers are going to be frustrated if they do not make some changes to the current planned release.

The Help Center is not always the place to start (when you have just portal per customer base, visual queues within the portal are much more important).

Atlassian Blog article:

I'm proposing that they move towards a card design at the portal level instead of the Help Center level, where it will have much more of an impact and be more visually driven.  If they move towards drop-downs, it removes the use of icons, adds cognitive load, and alienates customers that prefer browse over search (when they do not know what to search).

The new help center will be better in many ways, but will be much worse when people are browsing instead of searching.  I have been communicating with people from Atlassian, but I figured I would start a discussion here too.

I left a long comment on this feedback issue:



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