Jira Service Desk reply with kb article?

All - 

We've integrated Confluence with JIRA Service Desk and we can create KB articles, etc. What we would like to do is reference, link, attach, or embed an existing KB article into a reply to a customer's request.

We are looking for a functionality like the Canned Response plugin where the option to insert the KB article is present when creating a customer reply.

 

Thanks for any helpful input you can provide!

1 answer

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I saw a prototype of something like that a few weeks ago - the service desk agent sees a list of suggested KB articles, can search for more within JSD and can (at least) send the link(s) back to the user in the response.  It may even be in the Cloud version already.

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