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How do I add a FAQ section to the JIRA Service Desk portal?

Edited

I'm trying to add a section to the JIRA service desk portal that I can use to display FAQ and other useful info.  Is there a way I can do this without it being a request? 

3 answers

1 accepted

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Answer accepted

Once you connect a Confluence Knowledge Base to your Service Desk project, you will benefit from kb articles being shown related to the questions/issues your users type. For more details, see Service Desk / Knowledge base documentation.

If you specifically want to open up a specific and static FAQ section to the portal, you can still use Confluence for that or any web resource that has the content on it. You could include a hyperlink to it in the announcement banner of your Help Center. Make sure your users have the necessary permissions to access the external content.

Or taking it a step further, you could also consider the Refined Theme for Jira Service Desk app to extend the styling and content of your Service Desk portal.

Thanks Walter. Just wondering if a customer needs to be a Confluence user to see the info? Or we can invite guest users?

Like # people like this
Rilwan Ahmed Community Leader Oct 01, 2021

This feature was originally built for the Cloud environment which has a shared user base directory (i.e. using the same user directory or has the same sets of users). If you are running server versions of Jira Service Management & Confluence, you will need to make sure that users (including Service Management Customers) exist in both Jira and Confluence

For unlicensed user setup, you can refer to https://confluence.atlassian.com/jirakb/guide-to-link-knowledge-base-to-jira-service-desk-for-unlicensed-user-816677228.html 

Like amandine.cervantes likes this

Hi.. For those who still wondering how to put FAQ list in your JIRA Service Desk, here the trick..

I write this because i am struggle looking for the answer for a week. Before we start, make sure u guys already link/integrate your Confluence with your Jira Service Desk.

Step 1 : Go to JIRA Service Desk Project > Knowledge Base

Click New Category. For sure, this category will appear on your Jira Service Desk Portal (see Figure1 with red color).  In my case, i create category "shit" with description "dont call me angel" .

1.PNG

Step 2 : Look at the figure 1 with blue color, choice what category you want to categorize, for each of your listed article.

Step 3 : Open you Service Desk Portal, and you will see the magic happen ( as shown in figure 2). You can see (refer figure 3), the categorize you create appear together with your articles. This just a trick, later if Confluence improve or update, this function FAQ will be more awesome.

2.PNG

 

Step 4 : Say Thank you. K bye 

THANK YOU!! I hate that atlassian feels the need to change the UI every 6 months

Never mind, found it....

Stefan Salzl Community Leader Jul 12, 2022

Hi @Nick Short ,

would you be so kind to let us know where you found it/what the solution looks like?

Thanks in advance.

Best
Stefan

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