Are you ready to have one of the top 20 Jira Service Desk requests being resolved? But really...ARE YOU READY? Great! Then read on...
Finding the right information quickly is crucial to the productivity and success of any team, and is especially critical when serving your customers. But we all know the limitations that are constraining users to only see search results from one Confluence space when seeking for information in Jira Service Desk.
We also know that enabling your customers to search all of the relevant spaces is one of the best ways to ensure that they're getting the support they need. So we're pretty thrilled to announce that our brand new Multi-Space Knowledge Base Searcher app is tackling just that.
With Multi-Space Knowledge Base Searcher, your users can surf seamlessly across your Confluence spaces from one support portal and doesn't require any rearrangements for your Confluence spaces' structure. Win-win!
It's easy, straightforward, and only takes a minute of your time.
...and voilà! You're all set.
Some things to keep in mind:
Let's take a simple example:
You provide several services / products, and your documentation is separated for each separate service / product in their own Confluence space.
Now you create a Jira Service Desk project for your support team to help your customers, but you're stopped with the ever-present dilemma: Your customers need to be able to find help about all three products but you can only link one Confluence space to the JSD project in Jira.
You weigh the workaround's and their disadvantages:
|Aggregate all documentation into one giant Confluence space||• Pages with duplicate names now have to have different names|
• Maintaining such a giant space is the worst
• Searching information in a page tree of such space is frustrating
|Create an umbrella space that would then re-route users to the relevant spaces||• Creating proxy pages wastes your team's time|
• Introducing extra clicks for your users brings frustration and click fatigue
|Give up and just pick one Confluence space for the users for the strongest product||• Well, there isn't enough time or space here to explain why this is never a good option…|
Use the Multi-Space Knowledge Base Searcher app to resolve those workarounds.
What makes this so great?
We have a lot in store for the app so stay tuned for new versions and releases. If you have an idea – let's hear it! Share your idea with us at firstname.lastname@example.org, and we'll be in touch.
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