Give access to Knowledge base to clients

[Ann Marie Guinan]

Hi, 

Over Christmas we would like to trial Knowledge base access to our customers, what is the best method of doing this? Can we set up a link on the request type page or a direct link to the knowledge base to deter requests over Xmas and encourage self solutions?

Ann Marie 

[Ann Marie Guinan · Accepted solution]

Hi guys,

I have solved this. Under Applications - Jira Settings - Jira Service Desk - Configuration - Help Center, View and customize your Help Center, as well as change your Help Center announcement - click view and customise - on the right hand side - there will be a try new help centre. Turn this button on and the layout will change to add support tickets and learn more about knowledge base articles. 

[Victor Mutambuki]

You can however, configure your SLAs to ignore working on christmas day or any other holiday.

[Ann Marie Guinan]

Hi Victor,

Yes we understand this, we will have an email notification sent up to send to agents when a support ticket is created. It is more so in the event of small queries where we have knowledge base articles created so that clients can self-resolved by browsing through the knowledge base. 

Is there a way that we can link the Get IT help to the knowledge base?

[Alex Gay]

Yes: 

https://confluence.atlassian.com/servicedeskcloud/set-up-a-knowledge-base-957150219.html#Setupaknowledgebase-link

[Victor Mutambuki]

Ann marie,

I just don't see how.

Victor

[Ann Marie Guinan]

Hi @Alex Gay, 

Thank you for this, we already have this set up however we would love for it to look like this screen: https://futureticketing.atlassian.net/wiki/spaces/FTSERVICED/overview

[Victor Mutambuki]

Ann Marie,

Self solution isn't guaranteed that's why you still need your agents in the case customers don't find a solution.

Victor