Creating knowledge base articles

As your team works diligently to solve problems for your customers, nuggets of knowledge will start to accumulate over time. These include things such as common questions customers face and the steps to troubleshoot them. JIRA Service Desk allows you to extract this information and create a knowledge base, which helps customers find solutions themselves. Out of the box, JIRA Service Desk only supports Atlassian Confluence for knowledge-base creation, but it is possible to use other tools via third-party add-ons.

To integrate JIRA Service Desk with Confluence, you will first have to create an application link between JIRA and Confluence. If you have already done this, feel free to skip to the next section. To create ...

Get JIRA 7 Essentials - Fourth Edition now with O’Reilly online learning.

O’Reilly members experience live online training, plus books, videos, and digital content from 200+ publishers.