What are the best practices for Confluence Customer KB?

[Naama Lev]

Hi Experts, 

We are using Confluence internally to manage communication and to store KB articles.

We are not going to implement Service Desk for JIRA for customer support

We would like to integrate confluence with SD for JIRA to reduce support ticket volume.

Can you please let me know if you implemented such model, have you created a separatedinstancee for confluence which exposed to the customer? or you kept all information on the one instance?

Thanks

Naama

[Nic Brough -Adaptavist-]

There's a bit of a problem with your design.  Not critical, but it's important to understand it.

You say

>We are not going to implement Service Desk for JIRA for customer support

>We would like to integrate confluence with SD for JIRA to reduce support ticket volume.

The best way to "reduce support ticket volume" is to give your customers the information they need to see so that they do not raise new issues.

Given JIRA SD and Confluence, the best way to do that is to give the customers suggestions on a knowledge-base as they start to raise their requests.  Which is what the off-the-shelf JIRA SD/Confluence integration does.

If you're not going to give your customers a service desk, then you'll probably want to fall back on the basics - make your knowledge base space(s) public and hope your customers are capable of searching it for the docs they need.  A JSD+Confluence will still have some benefits, as your agents will still see the automatic suggestions and be able to reply with them.  But the customers will still be raising things.

The best way to reduce ticket volumes is to use JSD+Confluence as intended.  We've seen places where the support request volume drops by 80% simply by implementing that.

[Naama Lev]

Hi, 

Thank you very much for your answer!

Sorry for the confusion, what I meant is that we are going to open SD for the customers.

I would like to know what are the best practices in term of the confluence structure, should we have another instance, or just use the existing one?

Should we have one space for customer support, or should it be several spaces based on the topic

Thanks!!

Naama

[Nic Brough -Adaptavist-]

Depends on your Service Desk portals.  It may make sense to have knowledge bases linked to different portals.  But it does depend on how you want to work wiht the portals.

You should probably use your existing Confluence - it's probably already got a lot of stuff in it that would make a good basis for KB articles, and copying or moving them into a KB space is a lot easier if it's in the same system.

[Naama Lev]

Thanks