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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?

Write and share effective knowledge base articles

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.

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