Get started with Jira Service Management for agents
Learn how to succeed in your role as a service project agent.
Before you begin:
Make sure the article you wish to share is publicly accessible to your customers. Learn more about how to manage knowledge base permissions from your service project.
You can share knowledge base articles with your customers by inserting the article link via the internal issue view of a request. To do so:
From your service project, go to Queues.
Select the required issue.
Select the Knowledge base field to see relevant related articles. Hover over the article name and select the Share as comment icon. This will add a link to the respective article in the comment field.
Enter any additional text in the comment field if required.
Select Save to share the comment with your customer.
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