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Jira Automation docs have moved

All content related to Jira Cloud Automation, previously under the Automate your Jira processes and workflows section, have moved to the new Cloud Automation docs.

Go to Cloud Automation documentation | Why did we do this?

Set up a knowledge base so customers can serve themselves

Project admins can set up a knowledge base so your team can write and share helpful articles, such as how-tos, FAQs, and support questions, and let customers self-serve instead of raising a request.

The service project knowledge base benefits your team and your customers by:

  • Letting customers help themselves by searching for articles in the help center

  • Gathering customer feedback to lead to more relevant and helpful article updates

  • Helping agents solve requests faster by sharing articles with customers or referencing articles while they work

  • Encouraging agents to create new articles if a request contains useful information

  • Standardizing answers to customer questions instead of offering multiple responses from different sources.

Additional Help