Scale your IT team with Jira Service Management and Confluence

Streamline service request management and enhance your customer experience with an integrated knowledge base.


Adding a Confluence knowledge base to Jira Service Management has been shown to deflect up to 45% of tickets*

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Save time and enhance your customer experience

Divert repetitive and costly support tickets with a self-service knowledge base in Confluence. Customers receive smart, automated knowledge base suggestions from your service desk, so they can help themselves. 

Create and organize support documentation in real-time

Your support documentation is automatically embedded into your IT workflows. Agents can reference and write knowledge base articles from your service desk, making it easy to share articles with customers without interrupting their workflow.

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Keep improving your customer service with knowledge base insights

Capture customer feedback and use reporting insights to continuously improve your knowledge base content. Jira Service Management and Confluence come with built-in customer feedback features and comprehensive reporting. 

Join thousands of teams who use Jira Service Management and Confluence to streamline their IT services.

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“With an easy-to-follow knowledge base, we save so much time because Twitter employees can resolve issues themselves.”


of companies offer a self-service knowledge base.*

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Extend your IT workflows with add-ons

Use IT service management apps to improve asset management and build automated support workflows for your IT team.

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How to use Confluence and Jira Service Management together

Learn how to use Confluence and Jira Service Management together to start deflecting tickets, today.

Derived from a sample set of ~80,000 Jira Service Management sessions