How to use Drupal (instead of Confluence) as a knowledge base in Jira Service Desk ?

[Gaëtan Lerminiaux]

Hi everyone,

Our helpdesk is now using a knowledge base in Jira Service Desk (the content of this knowledge base is in Confluence).  In each ticket, agents have the possibility to search for content in the knowledge base using keywords. 

This tool is convenient but the problem is that our FAQ are on a Drupal website (little is in Confluence).  This means that we would also have to place all the content in Confluence if we want to have it all, which would be time-consuming. 

a) Is there a way to link Jira Service Desk to Drupal in order to use the latter as a knowledge base?  

b) If not, is there a workaround?

Thanks a lot. 

[Angélica Luz · Accepted solution]

Hello Gaëtan,

Thank you for reaching out to Community!

The customer portal and the knowledge base it’s a great option to help customers and currently, it’s possible to link to a Confluence space only. There are no settings or workaround to use another knowledge base in the portal.

Something that you can do is to add the link to Drupal on the announcement banner. 

There is an option to add on the main page and for each project:

Hope this helps!

Regards,
Angélica

[Gaëtan Lerminiaux]

Thanks a lot Angélica for your answer ! 

I will consider your option.  I will also check if there is a way to automatically import content from Drupal to Confluence. 

Regards.

Gaëtan