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One of the easiest ways to cut down on support tickets is to help customers or employees help themselves before they even need to file a ticket. For organizations using Jira Service Management (JSM), that often means integrating content from a Confluence knowledge base into their help center.
There are multiple ways of doing this. You might face some limitations, based on which option you choose. We recommend adding Confluence spaces to your site using Refined Sites for Confluence Cloud. This lets you take full advantage of Refined Sites’ user-friendly browse and search experience, which includes:
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Limitation regarding | Description |
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JSM customers sharing their JSM request | Two limitations depending on customer settings. |
Sharing requests with organizations | When a JSM customer creates a request, they can't add organizations to it. The request view doesn't show which organization(s) the request is shared with. |
Link in customer notification email | When adding a customer to a JSM project, the customer receives an email with a link to complete the signup. After signing up, they are directed to the default JSM project URL, which is (YourCompany).atlassian.net. Due to Refined Sites working parallel to Jira on Cloud, we don't have control over the (YourCompany).atlassian.net URL. This means that we can't redirect users from a (YourCompany).atlassian.net site to a Refined site.
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JSM request fields | Although we support most JSM request fields, some have limitations. |
Step 6. See how the parallel
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Cloud setup may impact third
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party apps
Because Refined Sites for Cloud works as a site builder parallel to native JSM, the app doesn’t change native JSM. Therefore, Refined Sites doesn’t impact third party apps that provide functionalities in native JSM, but might impact apps that provide functionalities in the customer-facing portal. See the integrations and supported apps documentation.
Step 7. Set up a rollout plan
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