Knowledge Management / webinar

How to deflect tickets with a self-service knowledge base

Google taught us that finding answers should be easy. Why should it be any different for your customers? A survey by leading analyst firm Coleman Parkes shows that:

  • 91% of customers say they prefer self-service if it were available and tailored to their needs
  • 40% of customers contact a call center after they can’t find answers to their question via self-service

Self-service lets your team do more with less—less cost, less time, and less bandwidth. Learn how you can make your knowledge work for you and satisfy customers at the same time.

Watch the webinar

Q & A

During the webinar, there were over 100 questions asked by audience members. Here's our top 10. 

Q: What is the relationship of Confluence licenses to Service Desk licenses?

A: If you’d like to use the self-service knowledge base, you’ll need to have a Confluence license as well as a Service Desk license. Integration happens at the click of a button and your knowledge base will be ready to deflect incoming requests. Pick up a Confluence license here!

Q: Does Service Desk integrate with a team space in Confluence or does it only connect to a knowledge base space?

A: Service Desk will integrate with any Confluence space you choose.

Q: Do your customers need a Confluence license to view the knowledge articles?

A: Nope! You can allow anonymous access to your Confluence space, which means that anyone can view your knowledge at no extra cost. Customers are also free with JIRA Service Desk.

Q: Is it possible to exclude certain terms from the automatic article suggestions feature?

A: Yes, you can configure your customer portal to only search the knowledge base for specific terms you set.

Q: Is the customer portal customizable?

A: You bet! You can brand the customer portal with your company’s color scheme and logo. More info on that here.

Q: Are there any case studies available?

A: We are thankful to have customers like Twitter and Vistaprint to share their success with JIRA Service Desk.

Q: Does Atlassian use JIRA Service Desk and Confluence for

A: We have enabled service desk for several of our projects at Many other teams at Atlassian are also using JIRA Service Desk. For example, the Customer Advocate team moved over to a Service Desk from an existing JIRA project and are happy with the functionality it provides them.

Q: Can more than one space be assigned as a knowledge base?

A: You would link a single Confluence space per service desk. For additional information, check out our documentation.

Q: How do you limit Client A from seeing Client B’s issues in the customer portal?

A: By default, JIRA Service Desk does not allow another customer to view any other requests besides the ones they’ve submitted.

Q: How much does JIRA Service Desk cost?

A: JIRA Service Desk starts at $10 for your first 3 agents and is $25 per agent per month for more. See our pricing page for details!

About the author

Katrina Dominguez

Developer, Atlassian

I've been a java developer at Atlassian for the last five years – mainly on Confluence and Service Desk with a short stint in the Bitbucket Team. I'm passionate about helping people use Atlassian's tools (especially Confluence), both through writing great features and sitting down and teaching people. Outside of work, I like to get my craft on! Sometimes the two mix and I end up making crazy cotton wallboards as ShipIt projects.

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