What is a help center?
A help center is one of the request channels in Jira Service Management--a centralised hub where your customers can go to get information and raise requests.
You can use a help center to:
keep your customers informed about the different kinds of help or support you offer
help them self-service using help resources you’ve created
create a space for your customers to raise and track requests
When your customers visit a help center, they can navigate through different sections to access relevant information. Help centers can be designed to streamline your support processes, improve your customers' help-seeking experience, and ensure timely resolution of their requests.
Jira Service Management Premium and Enterprise users can create multiple help centers on a single site.
For instance, you could create one help center for internal employee support and another for external customer support. Or, you could create multiple help centers to cater to employees or customers in different locations. You could create different help centers for different products or services your team deals in. Or you could create different help centers for the different types of customers you cater to.
You need to be a site admin or Jira admin to view, set up and manage help centers on your site.
Two versions of the help center
Jira Service Management has two versions of the help center: Modern and Legacy. Every help center shows a Modern or Legacy label next to its name, and your site can have both. If it does, Jira Service Management has two Help centers pages, one labeled Modern and one labeled Legacy. What you can set up, and where you go to do it, depends on whether your help center is labeled Modern or Legacy. Find out which help center you're using.
The help center in a Modern help center
In a Modern help center, you build the help center from pages and components in an editor. You can add your own pages, organize them in a tree, and use components such as cards and search to guide customers to the right help.
When you sign up for a new Jira Service Management site, its default help center is a Modern help center. Help centers you create are also Modern help centers. If your site already has a Legacy default help center, it doesn't become Modern automatically. You need to update it to Modern yourself.
To view all help centers on your site, select Help centers in the left navigation sidebar.
The help center in a Legacy help center
In a Legacy help center, you customize the help center from the Customise menu, and organize help resources into topics and portals on the home page.
When you sign up for a Jira Service Management site, a default help center is automatically created for your site. For each service space you create, a corresponding portal also gets automatically created. The default help center displays portals of service spaces on your site and other curated help resources. Find out more about portals and help resources.
To view all Legacy help centers on your site:
Select Settings () at the top right.
From the dropdown menu, select Jira apps.
Under the Jira Service Management header, select Help center permissions.
Under Help center management, select View all help centers. This page lists your Legacy help centers.
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