By integrating Jira and Confluence through an application link, we created a one-to-one mapping of a Jira service desk and Confluence space. Whenever an agent clicks on the create an article link from a request, they will create a new page in the mapped Confluence space, based on the selected template.

Confluence comes with two default templates to use for the knowledge base: how to and troubleshooting. You can add more templates to Confluence, and they will be available for your agents when they want to create new articles.

By setting up a knowledge base for your service desk, search results will include knowledge base articles when your customers perform a search from your portal. This is shown in the following screenshot as well:

Jira Service Desk will also automatically suggest articles based on the customer's input when raising new requests, helping them to get solutions more quickly, and avoiding the duplication of requests and your team's efforts.