Transform your Public Confluence Spaces into an Interactive Help Center with a JSM Widget

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Dear Community,

If you're using Confluence Cloud to power your knowledge base, you're already on the right track. But what if you could take it further—transforming that static space into an interactive help center where users can get support exactly when they need it?

When your customers are reading your knowledge base, they don’t want to hunt down a separate support portal. By embedding a Jira Service Management widget directly into your public Confluence help center, you allow them to:

🔹Submit support requests instantly

🔹Get help in context—right where the issue arises

🔹Improve resolution time and reduce user frustration

🔹Keep everything branded and on-message

In this guide, I’ll show you how to easily embed a Jira Service Management (JSM) widget into your public Confluence site using the Spacecraft app.

⚠️ Before you begin: Make sure your Confluence space is accessible to the public (i.e., anonymous access is enabled). This is essential if you want external users to view your site.

To check:

• In Confluence Cloud, go to Settings → Global permissions and verify that anonymous access is enabled.
• Then, for the specific space you’re publishing, go to Space Settings → Permissions and ensure “View” is allowed for anonymous users.

Once that’s in place, you're ready to turn your knowledge base into a fully branded, dynamic support hub.

Let’s dive in.

How to Add a Jira Service Management Widget (JSM) to Your Public Confluence Site

Step 1: Set Up & Customise the JSM Widget

• Go to your Jira Service Management project
• Navigate to Project Settings → Channels & Self Service → Widget
• Customize the widget’s: Colors, Text, Default Request types
• Select Save
• Copy the generated code snippet

Once you have the JSM widget code, you’ll use the Spacecraft app to embed it into your public Confluence site.

But, what does the Spacecraft app do?

With Confluence, there are things you don’t necessarily want to show to the entire world: the last modified date, the deactivated account status of a page contributor, in-line comments or page comments. In the Spacecraft admin, you can choose which native Confluence features you want to display or hide on your public site.  

Spacecraft is an app that lets you turn any bland Confluence space into a fully branded, customisable public website.

Step 2: Embed the Widget Using Spacecraft

You can simply paste the code from Jira Service Management on to Spacecraft's custom scripts module and publish changes. Your widget is now embedded and lives across your public-facing Confluence knowledge base. 

Visitors can start submitting requests instantly, without leaving the page.

Try It Yourself – Free for 30 Days

If you’re ready to elevate your support experience for knowledge base visitors, check out Spacecraft on the Atlassian Marketplace.

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If you're like me and think manuals are just suggestions, I've put together a video walkthrough to show you the ropes—step by step: Watch the video on YouTube.

[Angela Thomas_Seibert Group]

Glad that it was of interest to you @roumaissa hamidi :)