Get started with Jira Service Management for admins
Your first stop for learning how to get started with Jira Service Management.
A knowledge base is a collection of articles that help your customers find answers to their questions even before they raise a request. Once you set it up, your knowledge base will be available for your customers even when you're on holidays, working on other requests, or have gone home for the day. A knowledge base is also a library of self-service resources for your team and will help agents while they assist customers to resolve their requests.
Here are some examples of situations in which you would write an article:
If you get a lot of similar requests such as How do I access office wifi?, you can write a how-to article. When customers search for ‘wifi’ in the help center, they'll find your article. If they send you a request, you can share the article with them rather than walking them through the steps in a comment.
If you're upgrading a system, you can write a step-by-step upgrade guide and link to it from an announcement in the help center.
If you usually walk your customers through a series of steps to diagnose and troubleshoot a problem such as a broken printer, you can write a troubleshooting guide instead. Customers can find it in the help center, or you can link it to them in a request.
If a team member is not sure of the best way to resolve an issue they can search the knowledge articles for information.
Create knowledge base articles
Create knowledge base articles from your service project.
Use templates to create articles
Use templates to create knowledge base articles in Jira Service Management.
Manage your drafts
Get an overview of the drafts you’re working on from within the knowledge base.
Add labels to knowledge base articles
Labels make sure that your articles show up at the right places when your team and customers need them.
Categorize knowledge base articles
Keep your knowledge base organized by categorizing or grouping articles together.
Add a knowledge base article to multiple categories
Add an article to multiple categories in your customer portal.
Delete a knowledge base article category
Delete or remove a knowledge base article category from your service project.
Feature knowledge base articles in your portal
Help customers self-serve by featuring relevant articles at the top of each help center category.
Use labels to help people find articles
Make sure that your articles show up in the right places to your team and customers
Search for a knowledge base article from the issue view
Find relevant knowledge base articles when working on an issue.
Share knowledge base articles with customers
Share knowledge base articles with customers to resolve their requests faster.
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