How can I show knowledge base and request form in the same page?

[Yuta Komiya]

Hi, I'm new to JIRA Service desk (Classic Service desk project) but used to use another customer support tool.

I'm trying to set up a support page for our product, showing knowledge base articles and request form in the same page (or "Portal" in Service Desk term), so that customer can firstly search existing knowledge base articles and then choose to ask our support if they cannot find the desirable info in a same page/portal. 

However, in my understanding, knowledge base created by Confluence cannot be inserted into "Portal" in JIRA Service desk, and "Request form" created by JIRA Service desk cannot be inserted into knowledge base cretaed by Confluence. 

Could anyone help me to do it?

These are my further understandings of CANs/CANNOTs of these products. Please correct me if I'm wrong.

JIRA Service desk

• CAN create "Portal" which can show multiple request forms (actually I don't need multiple request forms), and can manage queues posted from the request forms
• CANNOT show/insert knowledge base created by Confluence into the "Portal"
• CAN insert knowledge base articles easily in each discussion with customer
• CAN search knowledge base articles directly from the search console at the top

Confluence

• CAN create "Knowledge base" with an independent URL
• CANNOT insert request form in each article.
• JIRA Service Desk agents CANNOT know previously reviewed knowledge base articles by customer

[Angélica Luz · Accepted solution]

Hello @Yuta Komiya,

Welcome to Atlassian Community!

When using Jira Service Desk and Confluence, it's possible to link one Confluence space per project, and customers that have permission to that project will also be able to search for articles in the portal and for that it's necessary to select the option "Everyone with access to your service desk can read articles without a Confluence license. This option is best if you want to share knowledge base articles with your customers".

To be easier for customers to see articles before creating a ticket, you can use Categories.

• Categorize knowledge base articles

It will show like the below when the customer accesses the project in the customer portal:

JIRA Service desk

CAN create "Portal" which can show multiple request forms (actually I don't need multiple request forms), and can manage queues posted from the request forms

• Each project will have its customer portal. Customers can access one or more portals depending on the permission of each project. 
• Request forms are what we call Request Types where the administrator can manage on Project settings. 

CANNOT show/insert knowledge base created by Confluence into the "Portal"
CAN insert knowledge base articles easily in each discussion with customer
CAN search knowledge base articles directly from the search console at the top

• Agents can add a direct link to the articles in the comments for the customers to access in the portal.
• On the tickets (on the agent view/internally) they will see the Knowledge base field where they can search for the articles.
• Customers can only view the articles in the portal, they can't add a link the same as the customer. Only if they copy the URL and post on the comment box.

Confluence

CAN create "Knowledge base" with an independent URL

• Agents can create articles if they also have a Confluence license and permissions to that space.  

CANNOT insert request form in each article.

• Request types are only visible in the customer portal, it's not possible to add the forms in Confluence.

JIRA Service Desk agents CANNOT know previously reviewed knowledge base articles by customer

• There are reports in Service Desk where it's possible to see articles viewed and articles marked as useful. The reports are Requests deflected and Requests resolved.

Here is some documentation that may help you configure your Service Desk:

• Get started with Jira Service Desk for admins
• Get started with Jira Service Desk for agents 
• Manage and administer next-gen service desk projects
•  Jira Service Desk Cloud - The complete guide for Customers

If you have any other questions, please let us know.

Regards,
Angélica

[Yuta Komiya]

Thanks a lot Angélica, I overlooked the Category function.