Knowledge Base Navigation from Portal

[Kyle Ouellette]

When customers are accessing the support portal, navigating the knowledge base is almost impossible unless you know exactly what you're looking for. Is there a way for customers to more easily navigate the pages in linked knowledge bases?

Ideally, there would be a mechanism for customers to navigate the KB or view the confluence space directly (still having to be authenticated as a portal customer) without having to update all of our pages to contain navigation links (i.e. children display macro).

If nothing exists, do others have this problem? If so, what solutions have you come up with?

~ Kyle

[Angélica Luz · Accepted solution]

Hello @Kyle Ouellette,

Thank you for reaching out to Atlassian Community!

When it comes to the knowledge base on the customer portal, customers can find the articles by searching on the search box that returns three results, or when they are creating a ticket, it will show some articles based on the words added to the description.

Other than that, it’s possible to organize the articles on categories where the customers will be able to see all the articles that the administrator adds to the collection and it will show before they can proceed in creating a ticket.

For more information, please check the documentation below:

• What are the benefits of knowledge base categories?
• Categorize knowledge base articles

Kind regards,
Angélica

[Kyle Ouellette]

Hi @Angélica Luz

Thank you! This certainly seems like it should address some of the concerns our customers have been having.

Thanks for pointing this out,

Kyle