Confluence access to Jira Service Desk customers

[Marek]

I currently have approximately 150 agents using Jira Service Management and around 1000 customers.

I am seeking information regarding Confluence pricing, but there is no customer available, and all users are in need of a license.

I would like all JSM agents to have the capability to create, edit, and view pages in Confluence.

JSM customers, on the other hand, only require the ability to view Confluence pages.

Could someone kindly clarify whether this is feasible and how it can be achieved?

Also, I don't want to make Confluence publicly available.

Thank you.

[Dan Breyen · Accepted solution]

Hi @Marek welcome to the community. JSM and Confluence work great together.  I have Confluence setup as a Knowledge Base for my JSM customers.  They can only view the articles in the JSM Portal. and my Agents and Developers have access to Confluence to create and edit the articles that the customers can see, as well as other articles in different Confluence space for other documentation.

Here's an article on the JSM/Confluence integration. And here's another article on setting the integration up.

Hope that helps.

[Marek]

Hi @Dan Breyen 

Thank you very much for your prompt reply; I truly value it. Are you covering the costs for licenses for your JSM customers, or is it only for agents? I believe this is the final detail that I am lacking.

Is a Confluence user equivalent to a JSM agent?

Thanks so much for all your help!

[Dan Breyen]

Anyone who would be creating or editing content would be a Confluence user.  My customers who are accessing the KB articles through the JSM portal do not need Confluence licenses.  

Your JSM Agents, or anyone else who could be writing content would need a license.

Hope that helps.