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Create and manage topics in your help center

Topics are only available on Premium and Enterprise plans. If you’re on a Free or Standard plan, you’ll need to upgrade to use this feature. Find out more about Jira Service Management plans and pricing.

A topic lets you group request forms and knowledge base articles from across portals. You can create topics in your help center to help your customers find the relevant resources or request forms they need faster and improve self-service.

For example, you could create a topic called ‘New hire basics’ to bring together all help resources that a new hire would need in one place. To this topic, you could add request forms to get access to software tools and services from your IT team’s portal, knowledge base articles that cover company policies from your HR and legal teams' portals, forms to raise requests with the security team and so on. This would make it easy for a new hire who comes to your help center to get all the information and help they need under one topic, without having to keep track of which team’s portal to go to.

You can create up to 15 topics in your help center. Each topic you create will have a unique URL and a separate page of its own.

You need to be a Jira administrator to create and manage topics in your help center.

Create a topic

  1. Go to Settings () > Products > Jira Service Management > Configuration.

  2. Under Customize your help center, select Edit the layout of your help center.

  3. Once you’re in the Edit home page layout page, select Create topic.

  4. Give your topic a name and add a description.

  5. From the panel on the right, you can search for and add request forms and knowledge base articles to the topic.

    1. Select the plus icon () next to the request forms and articles you want to add to the topic. You can add up to 50 request forms and/or knowledge base articles to one topic.

    2. Once added, you can also drag and drop to reorder them.

  6. Once you’re done building the topic, select Done to temporarily save the topic. Remember that this doesn’t make the topic visible on your help center yet.

    • You can also discard the changes you made to the topic by selecting Cancel.

  7. Select Publish layout in the Edit home page layout page to make the topic you created visible on the help center.

    • You can revert to the last published version of the home page layout by selecting Cancel. Any topics you may have created and not published yet will be lost.

Once you publish the layout, your topics will appear at the top of the home page. Topics, on their own, do not have permission settings as yet. So when naming a topic and writing a description, do keep in mind that even customers who aren’t logged in to your help center will be able to view them. However, in each topic, your customers will only be able to see help resources (request form or article) that they have the permission to view. Learn more about managing customer permissions.

You can reorder topics in the Edit home page layout page using drag and drop.

If you aren’t ready to make a topic go live on your help center, you can still create the topic and hide it till you are ready to publish it. Learn how to manage visibility of topics in your help center.

Edit topics

  1. Go to Settings () > Products > Jira Service Management > Configuration.

  2. Under Customize your help center, select Edit the layout of your help center.

  3. Once you’re in the Edit home page layout page, hover over the topic you want to edit and select the Edit icon ( ).

  4. Make the necessary edits and select Done to temporarily save these changes. Remember that this doesn’t make the changes you made to the topic visible on your help center yet.

    • You can also discard the changes you made to the topic by selecting Cancel.

  5. Select Publish layout in the Edit home page layout page to make changes you made to the topic visible on the help center.

    • You can revert to the last published version of the home page layout by selecting Cancel. Any unpublished changes you may have made will be lost.

Remove topics

  1. Go to Settings () > Products > Jira Service Management > Configuration.

  2. Under Customize your help center, select Edit the layout of your help center.

  3. Once you’re in the Edit home page layout page, hover over the topic you want to remove and select the Remove icon ( x ). Remember that this doesn’t remove this topic from the home page yet.

    • To undo this action, you can select Undo remove in the success message that appears immediately after removing a topic.

  4. Select Publish layout in the Edit home page layout page to remove the topic from your help center’s home page.

    • You can revert to the last published version of the home page layout by selecting Cancel. Any unpublished changes you may have made will be lost.

Once you remove a topic and publish the layout, the topic will be lost forever and cannot be recovered. The request forms and knowledge base articles that were added to the topic will continue to be available in the respective service projects and their portals.

If you downgrade to a Free or Standard plan, the topics you had created won’t be visible in the Edit home page layout page. Your customers wouldn’t be able to see them in the help center home page or by directly going to the link of the topic. Once your site is upgraded to a Premium and Enterprise plan, the topics you had configured earlier will start being available again.

Additional Help