How can customers serve themselves with a knowledge base?

Some IT service desks solve common problems without ever seeing a ticket. We recommend that you provide your customers with a knowledge base to help them resolve their own requests.

To create a knowledge base, link your Jira Service Desk site to a Confluence knowledge base. When you do this:

  1. Your customers find and view relevant articles when they search the help center. They may find the answers they need without ever raising a request.

  2. Your service agents can find relevant articles when working on issues. This saves them time hunting down answers or workarounds to common IT requests.

Learn more about setting up a knowledge base.

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