Need help understanding the confluence space integration

[E_B_]

Hello,

I have a confluence space which has our complete product documentation well structured into folder, pages and sub-pages.

After linking the space to JSM, the result was not what I expected.
Please let me know what I got wrong about the integration.

My goal was to "bring" the documentation as is, with the same structure it currently has.
To my surprise, it shows up in JSM as a big flat list or articles - where the names don't make much sense anymore since there is no more context/structure.

It appears new articles won't show up automatically, I have to manually add them to a topic.
Topics can only be displayed in the help center home page.

When the user opens an article, there is no additional content such as related articles or anything like that and I have to constantly work two scrollbars, the page and the article itself.

The whole experience is less than ideal, I have to believe I got something wrong :-(
My expectation was that I would be able to combine the great documentation experience from Confluence with the awesome ticket experience from Jira, all under the same roof.

[Joseph Chung Yin]

@E_B_ 

Welcome to the community.  The main integration is for JSM to have KBs sourced from Confluence to assist users (customers) before they submit the ask via the Portal UI.  Users (customers) can access the KBs to determine if those content help/address their question.

I am sure you already read the following reference link -

https://www.atlassian.com/software/confluence/resources/guides/extend-functionality/confluence-jsm#overview

Please advise, so we can assist you further.

Best, Joseph Chung Yin

[E_B_]

Thank you @Joseph Chung Yin ,

I think I understand it now. I had a feeling the integration was as you said, only meant to assist users before they submit new tickets, I guess I was just having a hard time accepting it considering it deviates from some "well know standards" (adopted by many of the other platforms out there).

In this case, how does Atlassian users usually combine ticket system with product documentation?

It is a common practice for end users to have access to product documentation so they can browse articles that are properly organized into categories, sub-categories, related articles and all of that before they can submit a ticket.

Sometimes they don't want to submit a ticket at all but instead, just read through the documentation.

This is so common that Atlassian themselves do it somehow.
This is the kind of setup I was looking for. Any suggestions?