Build a knowledge-sharing culture with Jira Service Management and Confluence
Improve help-seekers' productivity and deliver exceptional service experiences with an out-of-the-box knowledge base, powered by Confluence.
45%
of customer-reported requests are deflected when using a Confluence-powered knowledge base with Jira Service Management.*
*Based on analysis of ~80,000 Jira Service Management sessions
Save help-seekers time through delightful, self-service experiences
Jira Service Management empowers your team to quickly set up a service desk for customers and employees to get answers, fast. Divert repetitive and costly support tickets with a native, self-service knowledge base powered by Confluence.
Create and organize support documentation in real-time
Embed support documentation into agent workflows. Agents can reference and write knowledge base articles directly from the service desk, making it easy to share articles with customers and improve time to resolution.
Optimize your service delivery with knowledge base insights
Capture employee and customer feedback, and use reporting insights to continuously improve your knowledge base content. Jira Service Management and Confluence come with built-in customer feedback features and comprehensive reporting.
Collaborative content creation
Confluence’s real-time collaboration features, like inline commenting, allow your service team to collaborate seamlessly with cross-functional partners on articles before they are published, resulting in high-quality, helpful content for employees and customers.
Pre-built templates
With 70+ Confluence templates available, service teams can easily create various types of content, like how-to articles and troubleshooting guides. These templates can help teams quickly document knowledge and ensure consistency across your knowledge base.
Labels and categories for search
Keep your knowledge based organized. Use labels and search terms to categorize information and help agents, employees, and customers find articles.
Version history and archiving
Track changes to articles, revert to previous versions, and archive outdated knowledge to keep your knowledge base up to date.
Permission and access controls
Gain full control over your knowledge base by managing who can view, create, edit, and administer content. Tailor permissions to ensure only the right people can modify content while allowing customers to view public articles.
Analytics and reporting
Gain insight into your knowledge base. Agents and service project admins can review built-in reports to understand how users interact with specific knowledge base articles. Identify gaps in your knowledge base and measure how effectively it helps employees and customers self-serve.
Atlassian Intelligence for improved support
Confluence Premium+ customers can turn rough outlines into comprehensive articles and instantly translate them into multiple languages using Atlassian Intelligence. Jira Service Management virtual agents provide contextual answers using Confluence content, streamlining support and improving response times.
Level up with these resources
Connect Confluence to Jira Service Management
Learn how to connect Confluence to Jira Service Management to start deflecting requests today.
Help customers self-serve with a Confluence knowledge base
Discover how create a knowledge base, generate and share knowledge base articles, and manage permissions in this Atlassian University course.
Extend your service workflows with add-ons
Use complementary service management apps to improve asset management and build automated support workflows for your service team.
Work better together with Jira Service Management and Confluence
Activate your free, out-of-the-box knowledge base in Jira Service Management.
Already have Confluence on your site?
Link Confluence spaces to your service project.
