Now that we have enabled your IT Service Desk space, we can proceed in enabling our Knowledge Base and link it with Confluence.
Here’s a quick, friendly guide to enable the Knowledge Base in our IT Service Desk space in Jira Service Management. Once enabled, users can find answers themselves instead of raising repeat tickets. 🙌
💡 Why a Knowledge Base matters
A Knowledge Base transforms our service desk into a self-service hub where users can solve common issues on their own. That doesn’t mean we don’t want to help (of course we do!) it just means your issues get resolved faster. Instead of us answering the same questions about passwords, VPN, or software access over and over, we publish clear, approved articles and let Jira suggest them automatically in the portal.
This means:
- 📉 Fewer repeat tickets for the team
- ⏱️ Faster resolution for users
- 🧭 Consistent, trusted answers every time
- 🚀 A more scalable support process as we grow
✅ What you’ll need first
- Access to your Jira Service Management project as an admin or agent 👩💻
- A Confluence space (Jira can create one for you if you don’t have it yet) 📄
🌟 Steps to enable the Knowledge Base
- Open your IT Service Desk project in Jira Service Management and click Knowledge Base.
- Click Try it out!
- Click Confluence and hit Next.
- Choose the site you want to be enabled, select the KB type because I want everyone in the org to see it, I selected External.
- If there is no existing Confluence Space, click Create Space and follow the instruction by adding your Confluence name and permission.
Hurray! Now your Knowledge Base has been successfully connected.🎉
🔐 Who can see the articles?
- You can control visibility in the linked Confluence space:
- Internal KB: restrict access to agents/IT staff only or specific team/groups. 🧑💻
- Public KB (for customer guides): allow Anyone to view so it’s accessible on the web 🌍
- To make it public:
- In Knowledge base settings, choose Who can view → Anyone
- Ensure your portal and Confluence space allow anonymous access.
⚠️ Once public, articles can be found by anyone on the internet, so use this for non-sensitive, customer-friendly content only.
📝 Quick tips for great articles
- Start with your top 10 recurring issues (e.g., password reset, VPN, software access) 🔑
- Use plain language and short, numbered steps 🪜
- Add screenshots where helpful 🖼️
- Write titles like users search:
- ❌ “VPN Authentication Process”
- ✅ “How to connect to VPN from home” 🏠
- Make sure to review and update articles regularly (monthly, quarterly) 🗓️
🔗 Helpful links
- Set up a knowledge base so customers can serve themselves
- Set up your knowledge base with Confluence
- Allow anyone to view knowledge base articles
Enable the Knowledge Base, and you will instantly make life easier for both users and the IT Service Desk team. 🚀 A good Knowledge Base helps everyone work smarter, not harder.✨
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