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


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 

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" .


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.



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.


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