Integrating knowledge base in support centre welcome screen.

[Jochem Klinkhamer]

Hi,

I'd like to integrate my knowledge base in my support centre. Goal: to get my customers to first look at the knowledge base articles, before making a support ticket.

Currently when customers login to the support centre, they see options to create a certain support ticket (see printscreen). I'd like to give my knowledge base (made in Confluence and already linked to my Jira support centre) a prominent place within this welcome screen. Is this possible?

Thanks in advance!

Jochem

[Jack Brickey · Accepted solution]

@Jochem Klinkhamer, I would suggest starting with this article - set-up-a-knowledge-base

[Jochem Klinkhamer]

Thanks for your quick response! I already read that article (see also my comment "made in Confluence and already linked to my Jira support centre"). So the issue is not setting up or linking the knowledge base, but purely the presentation and visibility of the knowledge base in the support centre.

[Jack Brickey]

Sorry I did not catch that detail. The KB is invoked when the user enters text into the search field which I don't see in your screenshot so am a bit confused on that. I'm on cloud and using the new portal layout. Maybe you are on server but I still would expect the search field. Beyond what is native you may need to look at addon apps to customize the portal.

[Manon Soubies-Camy]

Hello @Jochem Klinkhamer and @Jack Brickey,

I think this is due to to the search bar being on the help center:

And not on each portal:

I'm used to JSD Server where the search bar is on both the help center + each customer portal so I was really confused with the Cloud version at first.

You may be able to add a search bar into a customer portal using Refined Sites and the Search highlight module, but you can't do it with plain Jira Service Desk (please correct me if I'm wrong @Jack Brickey!).

[Jack Brickey]

You are correct @Manon Soubies-Camy and what I suspected @Jochem Klinkhamer screenshot to represent. I do wish that the search was on both personally and may check JAC to see if there is a request for such already.

[Jochem Klinkhamer]

Thanks for the info guys!

[Niamh Williams]

@Jochem Klinkhamer  did you resolve this?  I am looking at this feature and wondering if it worked for you?