Write and share effective knowledge base articles

A knowledge base is a collection of articles that help your customers with their requests as well as providing a reference for your team. It's there even when you're on holidays, working on other requests, or have gone home for the day.

Why write and share knowledge articles?
If you get a lot of similar requests its useful to write and share knowledge articles.
Write knowledge base articles
Write knowledge base articles from your service project.
Feature knowledge base articles in your help center
Help customers self-serve by featuring relevant articles at the top of each help center category.
How can I use keywords to help people find articles?
The knowledge base suggests articles to customers and agents using keywords from request summaries.
What are the benefits of knowledge base categories?
Keep your knowledge base organized by categorizing articles together to help agents and customers find answers quickly.
Categorize knowledge base articles
Learn how to categorize a knowledge base article.
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.
Search for a knowledge base article in a request
Search for an article from within the issue view of a request.
Share article links with customers from your knowledge base
Share links to knowledge base articles with customers in Jira Service Management.
Share knowledge base articles with customers in a request
Share articles with customers from the internal issue view of a request.
View a list of your drafts
Get an overview of the drafts you’re working on from within the knowledge base.

Last modified on Mar 14, 2020

Cached at 3:39 PM on Jul 31, 2021 |

Was this helpful?

It wasn't accurate

It wasn't clear

It wasn't relevant

Additional Help

Ask the Community