31. 03. 2025 Fabiana Pittalis Atlassian, Service Management

Perfect Synergy: JSM and Confluence, a Winning Combination for Your Support

In the world of customer support, efficiency is key. And what could be more efficient than a system that allows customers to find answers on their own, and agents to solve problems in record time? The answer is the integration between Jira Service Management (JSM) and Confluence, Atlassian’s knowledge base.

The Benefits of Integration

JSM and Confluence can together create a complete and high-performing support ecosystem.

Enhanced Self-Service: Customers can access Confluence articles directly from the JSM portal, finding immediate solutions to their problems.

Centralized Resources for Agents: Agents have access to a complete and up-to-date knowledge base directly within JSM. This facilitates problem-solving and ensures consistent responses to customers.

Continuous Improvement: Analyzing user searches and feedback allows you to identify gaps in the knowledge base and create new articles to address emerging needs.

How to Make the Most of Integration

Linking Confluence Spaces: Ensure that the Confluence spaces containing your knowledge base are linked to your JSM project. This allows users to access articles directly from the portal.
Clear Categories: Divide articles into logical groups, such as “Frequently Asked Questions,” “User Guides,” or “Troubleshooting”. Think about how your customers would search for information.
Quality Content: Create clear, concise, and easy-to-follow articles. Use images, videos, graphics, and multimedia content to make your articles more engaging and easier to understand. Remember, a picture is worth a thousand words!
Fresh Content: Regularly check your articles. Is the information still correct? Are there new developments to add?
No request types: You can use the portal as a knowledge base without creating request types. The portal is request-free, and article visibility is determined by user settings!

How to Proceed

First create a space on Confluence and populate it with articles of interest
Link the created Confluence space to the Knowledge base, and select who can see it:
Create categories and assign them to your articles so that they’re displayed in the portal:
Remember to remove request types from the portal so that only articles are displayed:

Support Without Borders

The integration of JSM and Confluence allows you to create an efficient and scalable support system, capable of adapting to the constantly evolving needs of your customers and support team. By making the most of the potential of this integration, you can transform your customer support into a true center of excellence.

These Solutions are Engineered by Humans

Did you find this article interesting? Does it match your skill set? Our customers often present us with problems that need customized solutions. In fact, we’re currently hiring for roles just like this and others here at Würth Phoenix.