Our newest update to Help Centers in JSM: Linking Projects to Help Centers!

[#1]

I’m excited to announce that the ability to link projects to Help Centers is now available in Jira Service Management Premium and Enterprise 🚀

In July, we released Multiple Help Centers in Jira Service Management, to allow for multiple front doors for different sets of employees or customers looking for support.

The #1 feedback we received was for the ability to associate / link specific projects to specific Help Centers.

• "Are there any plans to hide unrelated request forms from other portals and not to expose them in the current one?"
• "I would like to be able to set the knowledge searching to use different sources based on the Help Center."
• "The current setup really is only a cosmetic look and feel for the users, it is the same content for both Help Centers."
• "Is there a way to tie the portals in the different help centers to the same projects?"
• "I would also like to see a way to determine whether new projects are automatically added to all help centers (or not)."

We heard you, and we built exactly that! 🥳

As Jira admins / site admins, you can now link and unlink service projects to the additional Help Centers you have created. This gives you more control over where and how your customers encounter help resources and relevant information.

• Help Centers upon creation are linked to all projects by default.
• You can link / unlink projects manually, or toggle a button to automatically link all new projects to a Help Center.
• Linking a project to a Help Center will allow you to display resources from that project across the home page, add them inside topics, and surface them in search results.
• It also ensures that help seekers only encounter information that meets their needs and is relevant to that particular Help Center.
• This can be especially important if you have multiple Help Centers, each targeting distinct groups, so you can better tailor the Help Resources available in each and restrict access as needed.

To help you get started, I have recorded a Loom, walking you through the feature, explaining how to use it, and discussing its implications for the admin, the customer, and the agents. You can watch it here:

You can also head to the Help Center section inside Settings in Jira Service Management, and follow the instructions mentioned in the documentation page here.

We’d love to hear from you on what you think of this new functionality and how you're using it! Comment below with any questions, feedback or tips to share.

[Tomislav Tobijas]

Just a couple of weeks ago I was wondering when will this be rolled out. Not sure what to think about deleting and editing topics, but I guess you have that confirmation modal before unlinking a project where you're warned about unlinking changes.

Everything else looks quite good 👌

[Yatish Madhav]

Yeah, it is always odd when audit logs show something that I did based on another action :)

But it is great that this is in the logs

Thanks for this @Raafi Mohammed 

[Josh]

Hi @Raafi Mohammed. This new functionality is excellent! Kudos to you and the team for implementing it.

We would like to see the ability for projects to be unlinked from the Default help center. Currently:

All the projects in your site are always linked to your default help center, the resources will always be available in help center portal sections, virtual service agent, search and recently used request forms.

We have test projects and projects that are under development that we'd like to avoid having be accessible via the main help center. It would be helpful if we could either unlink projects in the Default help center or be able to create a new Default help center (that we wouldn't use) without impacting our main help center / URL.

Here is the JAC link for this enhancement request: [JSDCLOUD-15361] Possibility to link/unlink projects from the Default Help Center

[Raafi Mohammed]

Hi @josh 

Thank you for that feedback. I fully recognise the need for this. We're already tracking this request and the JAC ticket linked. When we have an update on how we're planning to resolve this, I will be sure to update you on this thread.

[Josh]

Thank you for the prompt update and your team's efforts to incorporate this functionality, @Raafi Mohammed ! The recent Help Center features are unlocking a bunch of helpful solutions for our organization and driving increased user adoption.

[Jim Styles]

As we start to implement Multiple Help Centers we have found a need for the ability to change the links in the automated emails to point to the dedicated help centers we created. For example we have created separate Help centers for Application A and B which have knowledge bases attached. So the new features of isolating the portals is a great step to helping users focus on the given application. But now when they click the links in the automated emails it doesn't bring them the the dedicated help center navigation, it uses the default. This would presumably have to be a new setting to set the default help center for each project rather than a default help center for all projects. 

[Karin Kennergren]

What Jim says. Great to finally hide irrelevant statuses etc, and we appreciate the hard work and communication, but for us we cannot use it until we can reflect it in email notifications. 

• The selected Help Center should be reflected in the link in email notifications, as it currently redirects to the "original" one.
• When clicking back via the logo or breadcrumbs, it should take us to the dedicated new Help Center instead of the original one.