Your first stop for learning how to get started with Jira Service Management.
The portal is your customer-facing site. Customers send and track requests through the portal, and also read knowledge base articles to self-serve.
Project admins can set up, customize and group content in the portals they administer to provide customers an efficient and seamless support experience.
Here are a few ways in which you can group and manage the content that appears in your portal:
Knowledge base article categories
Project admins and agents can categorize knowledge base articles.
This is the first content grouping that your customer sees on coming to your portal. You can categorize your knowledge base articles so that your customers can find the article they need faster before having to raise a request. Your portal only shows knowledge base articles that have been categorized.
Links to external resources
Project admins can link out to helpful knowledge, communication channels like chat, request forms and more from tools outside in the portal.
Your customers will see any links to external resources that you’ve added in the as Related resources below knowledge base categories.
When you create a using a template, a few pre-defined portal groups are already created and start appearing in the portal. Project admins can create, edit, delete or hide these portal groups.
If your customer isn’t able to serve themselves with the articles and links to external resources provided in the first section of your portal, they can proceed to the next to raise a request. At this point, they’ll see a group of request forms from which they can pick one that meets their need. These groups of request forms are called portal groups. Portal groups are very similar to knowledge base categories, with the difference that instead of articles, they contain request forms.